Monthly Mash and Systems Are Only as Good as Your People

Monthly Mash | Frozen Yogurt Cup

Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. VOLUME 31: MAY 2014 Thoughts on the Customer: Your Systems Are Only as Good as Your People Back in October 2013, I wrote a post entitled Your Service Is Only as Good […]

Read more

Effortless: The Big Kahuna of Customer Experience

USB Cable | Effortless Big Kahuna of Customer Experience

Guest Poster: Chip R. Bell Chip R. Bell is a renowned keynote speaker, customer loyalty consultant and best-selling author. His newest book is The 9½ Principles of Innovative Service ( He can be reached at  _____________________________________________________________________ One Sunday evening at my computer, I was online ordering promotional visors from Stitch America in Bremen, Georgia. I had selected […]

Read more

Memorial Day, Two Charities, and a Golden Retriever

Dalton, CTS Service Solutions' Chief Happiness Officer supporting our troops.

We interrupt our regularly scheduled Monday content for the Memorial Day holiday here in the United States. Each citizen observes and celebrates Memorial Day in their own way. Today, I will simply shine a spotlight on two veteran-related charities that I feel deserve more attention. Wounded Warrior Project Vision: To foster the most successful, well-adjusted […]

Read more

How Eggciting is Great Customer Service?


Guest Poster: CTS’ Own Content Master, Tricia Keels Tricia Keels works with Don’t Panic Management and helps keep the content train on the tracks here at Customers That Stick! As you are about to learn, she is now the proud owner of chickens.  _____________________________________________________________________ I personally relish customer service that is helpful — the kind […]

Read more

Southwest Airlines: A Service Recovery Surprise

Soutwest Airlines Customer Experience | WiFi Refund Email

Back in March, we took a Southwest Airlines flight from Chicago to San Diego. It was a fairly lengthy flight, so I had planned on catching up on work using the airline’s WiFi. Unfortunately, things did not go as planned. The signup process went well. I entered my credit card number for the $8.00 WiFi […]

Read more

The Hastings Humans Interview

Mark Hastings

“Make each caller feel better for having spoken with us.” – Ann Hastings, mom and founder. Hastings Humans is a customer service call center in Austin, Texas. It’s different from many other call centers in that it’s a family-owned business. This ‘original start up’ was founded in 1948 by Ann Hastings and is now run […]

Read more