Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere.
We’re starting off the first Monthly Mash of the new year with a bang! When we speak about customer service resources, we have numerous options: software or tools, more specific resources (like a customer service training library), or more general, inspirational resources — Bill Quiseng’s Facebook page falls into that third category.
Bill has perhaps the most active FB page in the customer service sphere. Bill adds tremendous value through a wide variety of regular content and interaction. Here are a few of the great things Bill shares regularly:
Qui Quote of The Day. Bill posts a wide variety of quotes ranging in source from Albert Einstein to John Wooden to Goldie Hawn. Today’s quote from Jeffrey Gitomer gives a sense of the type of material.
“The president, CEO, or owner of your company does not pay you. He or she is just a conduit for funds. The customer pays you. The boss just writes the checks for money put in the bank by customers. It’s not your boss you need to be afraid to make angry… it’s your customer.”
Curated Customer Service Content. Bill regularly curates and shares a wide variety of quality content related to customer service and the customer experience on his FB page. From blogs like CTS to major publications, Bill keeps his FB page topped off with some of the best articles around.
Also, side note: Bill has a book coming out.
A collection of the best posts about customer service and the customer experience I read this past month.
Sometimes the most popular post from the previous month; sometimes just the one I liked best.
Customer Experience Design: The Zappos Experience – Like everyone else, we’re impressed with Zappos for their returns process, quick and free shipping, and their overall approach to their customers. What we wanted to discuss in this post and Slideshare was how well they have designed the online experience and what an impact that has on their customer service.
By Adam Toporek. Adam Toporek is an internationally recognized customer service expert, keynote speaker, and workshop leader. He is the author of Be Your Customer's Hero: Real-World Tips & Techniques for the Service Front Lines (2015), as well as the founder of the popular Customers That Stick® blog and co-host of the Crack the Customer Code podcast.