“UggaBugga,” is the signature phrase we would hear from our porter, Tom, on the recent cross-country train trip while on the Southwest Chief. Tom Fleshman, a true professional, a credit to his profession and one of the unsung heroes who creates a great customer experience every day; not because management is watching, not because it is an Amtrak standard, but because it is Tom’s standard. It is who Tom is. Today we explore “Why Care?” The art of delivering great customer experience.
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