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At the core of all customer experience is communication. Communication helps direct a customer to the right department, helps make a customer feel valued, and helps give context to a product or service. Communication is among the most important of variables and, in many cases, the easiest to improve. Sometimes, the simplest things get lost …
Meet Richard Shapiro! Richard loves being involved in an industry that has a direct impact on improving customer service for us all. As President of The Center For Client Retention, he has a clientele of Fortune 500 companies and small businesses who rely on his firm’s research and consulting to improve the customer experience. As a …
My name is Thor. That is how one customer service rep for Amazon opened his exchange with his customer in an online support chat. In the chat transcript that went viral recently, an Amazon customer service rep named Thor went deep into character with a customer who had joked around with him about his name. …
Meet Jess Greene-Pierson! Jess 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” …
Faces of Customer Experience: Jess Greene-Pierson Read More »
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 …
Hugh Laurie from House M.D. Does Customer Service Wrong Read More »
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 …
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 …
Why Do People Take Pleasure in Customer Service Horror Stories? Read More »
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 …
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 …
From the Archive: Is The Customer Thank You Note Dead? Read More »
Meet Annette Franz! Annette Franz, CCXP is Director, VOC Consulting at Confirmit. Through her blog, CX Journey, Annette shares her passion for helping companies transform their cultures to ensure the customer is at the center of every conversation. She was recently recognized as one of “The 100 Most Influential Tech Women on Twitter” by Business Insider …
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