One of the "driving forces" listed in Wired's Operating Heuristics is legendary customer service. If a customer calls or e-mails Wired with complaint, the customer service function is quickly executed within the circulation department's empowered employees. Wired feels that it is important to have customer's problem solved without a handoff.
"Every person in the department has the authority and the automony to decide what to do to make that person happy. So, it might be Federal Expressing them an issue overnight, might be sending them a personal thank you with a hat. Just something to make them happy," said Catherine Hüchting, Director of Circulation. |
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PEOPLE | HEART | CULTURE | BUSINESS |