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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 30 years of customer service learning, 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. In early October 2016, they cancelled and moved two Wells Fargo accounts because as consumers, we can't reward bad behavior. In this case it was a scam (Elizabeth Warren quote) and certainly fraud, using a legal definition.
Over a 30+ year period, they maintained detailed notes of interactions including correspondence to and from companies. This is the first long term longitudinal study of customer service.
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 which they sold in December 2014.
All their key learning went into providing a new type of service they coined "Personalized Attention - 1950's style" that they introduced into their business - The CareGiver Partnership.