Statistical Insignificance

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One of the most annoying concepts far too many companies embrace when it comes to customer service is that of  “statistical insignificance.” Their goal: “Get it mostly right, most of the time,” so that the number of customer service failures are so few in comparison to the number of satisfied customers or uneventful interactions that they are statistically insignificant (a.k.a., “not worth worrying about”).

The airline industry operates that way and that is why “United Breaks Guitars,” about my Taylor guitar being broken by baggage handlers and the indifference shown to me by the airline, has had such a profound impact.

In September, I was in Washington, D.C.,

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