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In a few short years, Zappos has become known as one of the bellwether brands of customer service. I could write a whole book on how Zappos has risen to such great customer service heights (and others have); however, I want to take a look at one little slice of the Zappos experience: the customer …
Customer Experience Design: The Zappos Experience Read More »
For the launch of the Customers That Stick blog, we published a roundup post entitled What Is Customer Service? At the beginning of that post, I posited a question: “Is customer service a mere business function, subject to the tight strictures of return on investment? Or is customer service an expression of human decency, something …
How a Prisoner’s Dilemma Explains the Power of Customer Service Read More »
It’s 10:00pm. I just got home from work, and I have a blog post due tomorrow morning. Am I about to write complete junk just to meet my publication schedule? Let’s table that for a moment. A funny thing happened on Monday; I posted some thoughts in our Monthly Mash regarding the publication frequency here …
Orange man wants you! That’s right, we are actively seeking guest posters to contribute high quality content here at Customers That Stick. Historically, we have not run many guest posts. The few we have published have been written by people we know very well. We’ve had a number of reasons for this, but the primary …
I am pleased to introduce Donna Gurnic, our Market Development Coordinator here at CTS Service Solutions. After hearing about Donna’s Office Depot story, I encouraged her to share it in her own voice for our Customer Service Stories series. Last week I had the most unique experience I have ever had as a customer. I …
Office Depot Customer Service: Competition Is Right Next Door Read More »
So you decide to buy a pair of shoes. It begins when you see an advertisement for a holiday special. The advertisement promises free overnight shipping with a purchase over $100 and a discount on the pair of shoes you have been eyeing for months. Since the shoes put you just under the $100 limit, …
What Is Customer Experience Enhancement? And Why It Matters Read More »
Analyzing your customer experience is no easy process, and the larger the organization the more complicated the endeavor. In fact, even for a solopreneur or mom and pop store, a true analysis of the customer experience can take hours or days. It can be a daunting task to truly do a customer experience audit, and …
15 Minutes to a Fresh Look at Your Customer Experience Read More »
An important aspect of any business is determining the price you pay for new customers. The cost of a new customer is generally calculated as a function of marketing and sales expense using metrics such as Cost Per Acquisition (CPA). However, there is a soft cost that is rarely discussed: the alienation of existing customers …
Annoying 1 Old Customer to Gain 5 New? A Lesson from the UFC Read More »
Here in the United States, we just finished a presidential election, and it got me thinking about government efficiency and effectiveness. This post will not be political (and I hope others will embrace that spirit in this discussion), because it does not matter what your ideological beliefs are — I think we can all agree …
Can Customer Service Help Save Government? A Post-Election View Read More »
I’ve been thinking about response time lately. In my non-virtual businesses, I have specific response times that our team is expected to follow. Whether it be 12 hours or one business day, we have set times in which team members should respond to customer inquiries. Of course, we expect discretion to be used. Some issues …
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