What is normal in service anymore? Do we know? Everybody talks about wow and extraordinary experiences. We hear of how company so and so did something unique -- I do think that's another term we're abusing these days -- and other tales of incredible feats. Yet I do wonder out loud if we haven't gone off the deep end on our enthusiasm to celebrate the heroes of the day.
When I deal with a company about its product or service, sometimes a straight, honest answer goes much further than a string of good-sounding excuses and promises. And that answer is more likely a personalized experience vs. a canned response. That is the subject matter of my post at FC Expert blogs today. What conversations have you had with companies that felt more about you rather than about them?