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Five Thousand Miles for Customer Happiness

Last month, we welcomed Jan Carlo, our new Customer Happiness Manager, to the team to ensure that you—our customers—are well-taken care of. Several days after Jan Carlo started, I read a customer email which began: “My name is Shinobu T. from Japan…” Shinobu went on to say that she had bought a small backpack for her 4-year-old son at one of our locations at the San Francisco International Airport, but that the zipper broke. Her son cried about it all the time because he loved the backpack and took it to school every day. Shinobu asked if we could exchange the backpack and gave us her address in Japan. Since Jan Carlo was hired for this very purpose, we gave the assignment to him. “Find…