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Customer Loyalty Expert & Consultant


Service Matters Blog

Taxi Driver or Ambassador? That is the question.


The taxi driver, who took my husband and me from Logan airport to downtown Boston last weekend, did not once interrupt his loud cell phone conversation. And he took us to the wrong hotel. He was highly surprised by the amount of his tip. What comes to mind is this. Awareness is critical to service success. This man thought his role was transportation. He was unaware that being an ambassador and providing a good customer experience was his real job. I will tip well for that.