Kimberly Porter dropped her Mercedes C300 at the dealership for service — routine stuff, the kind of transaction that’s supposed to be boring and forgettable. What she got instead: a phone alert at 1 a.m. showing her car was on the move. She tracked it to a sports bar using…
Tag: customer trust
Business
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Before Chatbots, Customer Service Followed These Eleven Unwritten Rules
Before apps, chatbots, and self-checkout lanes, American customer service followed a quiet code. These unwritten rules shaped how stores, diners, hotels, and service counters operated for decades — and most of them weren’t posted on walls or included in training manuals. Customers expected them anyway. The principles that made old-school…
Culture
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USAA Missed the Easiest Win in Marketing — Standing by Their Own Members
I’ve been a USAA customer for years — checking, auto, insurance, the works. And like most of their members, I joined because USAA wasn’t just a bank. It was our bank thanks to my father’s service in the United States Air Force. This is built for people who serve, for…