Tom Wilson, former global Sector President at Kimberly-Clark Corporation, and his wife, Lynn, who has more than a decade of front-line customer service experience, are co-founders of The CareGiver Partnership. They have collaborated to share their 30 year longitudinal customer service study (the first ever), to benefit consumers and business leaders alike.
A single incident in 1977 sparked their passion for studying customer service. They began keeping notes they had with companies of all sizes - restaurants, home repair, auto manufacturers, furniture stores, cell phone providers, health care providers and even non-profit organizations. Over a 30+ year period, they maintained detailed notes of interactions including correspondence to and from companies. They studied the root causes leading to poor and unacceptable service.
From this extensive research, they created a new company, The CareGiver Partnership, a national direct to consumer retailer of home health care products and supplies. All their key learning went into providing a new type of service they coined "Personalized Attention - 1950's style".
Second Edition of Negotiate Anything: How The Recession Changed Consumer Service Expectations
Cooking, traveling, running our business (The CareGiver Partnership), guitar, writing music, guita and #1 - Family.
Family caregiving - all types and ages
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