A Tale of Two Customer Service Experiences What a morning! After watching a webinar on the critical importance of customer experience, I got the pleasure and pain of seeing that importance played out in real life. This is not a Yelp!-style company review (I’ve done that elsewhere), so I’ll withhold the names of the organizations to protect the innocent. And the guilty, too, I suppose. The story: last week, while paying a credit card bill online, I noticed a pending charge of