Faces of Customer Experience: Jess Greene-Pierson

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Meet Jess Greene-Pierson!

jess g-pJess Greene-Pierson is a Senior Content Marketing Manager at Zendesk. Jess shares her passion for building better relationships with customers and improving the customer experience through the the Zendesk blog and “Captains of Customer Happiness” webinar series.

She was recently recognized as one of the “Top 50 Contact Center Thought Leaders on Twitter” by ICMI.

False Dichotomy

We know that the answer is often somewhere in between, but the fun of this section is that you have to pick just one!

Paper < Plastic

Personalization < Privacy

In-Store Shopping > Online Shopping

Transactional Relational

Mac < PC

Customer Service Customer Experience 

Captain Kirk < Dr. Spock

Talk < Text 

Dog < Cat

Movie Theater < In-Home Rental 

Tell Us More About Yourself…

What was your first job and what did you learn about customer service in it?

One of my first jobs was working as a waitress at an Italian restaurant. I loved the fast pace of it, but what I loved more was waiting on our regular customers. I loved getting to know them, hearing how their jobs were going, and how their families were doing. And they loved that I remembered their usual orders – that one guy who always took his meatball home for his dog, and the family who wanted their small salads served in large bowls. Read More

Hugh Laurie from House M.D. Does Customer Service Wrong

Hugh Laurie of House M.D. Does Customer Service | Video Screenshot

We had originally intended to run a follow up today to last Monday’s piece Why Do People Take Pleasure in Customer Service Horror Stories? But a member of the CTS team discovered this video  over the weekend, and we decided it was too fun not to share. It is a promotional video for a customer […]

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3 Customer Service Lessons I Learned From Kids


When we opened and closed our first backyard restaurant in 2012, we had no idea it would become an annual event. It was just my family of five entertaining and acting on our then 7-year-old’s desire to skip over the summer lemonade stand and do a full-fledged restaurant instead. He drew the logo, made the […]

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Why Do People Take Pleasure in Customer Service Horror Stories?

Why Do People Take Joy in Customer Service Horror Stories | Crowd of Businessmen with question mark heads

It seems like every few weeks some new customer service horror story virally makes the rounds on the Internet. In the last few weeks, we have been treated to the horrendous Comcast customer retention call (and the follow up Comcast viral refund call), as well as to the story about the Union Street Guest House […]

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Faces of Customer Experience: Joey Decaminada


Meet Joey Decaminada! Joey Decaminada is the owner of Leading Edge Athletic Performance where he trains everyone from kids to housewives to professional athletes. Along with running the gym, he is a competitive bodybuilder, actor, and fitness model. Joey brings home his active lifestyle to his two children, 10 and 14 and his fiancée who all enjoy fitness […]

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From the Archive: Is The Customer Thank You Note Dead?

Customer Thank You Note | Hand With Pen

This post was originally published on customersthatstick.com on June 11, 2012. When was the last time you received a handwritten thank you note from a business? In this age of high volume and low touch, the handwritten customer thank you note seems to be dying a quick and quiet death. Technology has made the customer […]

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5 Ways to Improve Your Team’s Product Knowledge


Guest Poster: Adele Halsall Adele Halsall is a writer and researcher for Customer Service Guru. She is passionate about retail and consumer trends, and how this is shaped by advertising and social marketing. She is particularly experienced in marketing and customer engagement, and enjoys contributing to ongoing debates related to best business practices, start-up culture, […]

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