I recently came across my notes from his presentation in which I highlighted this quote:
"Technology has evened quality. Hardware is all the same. The difference is how you treat customers."
It's a relevant reminder that still resonates today. Technology may have changed how we work in allowing us to serve customers more expediently. But this doesn't necessarily mean we serve them any better.
The key differentiator is ensuring a positive customer experience that includes a genuine 'high touch' component in a 'high tech' world of customer service.
I wish more companies would take Lee's message to heart. "To speak to a live person, press 10 ..." just doesn't cut it.