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Imagine the following exchange… ME: Hi, I’d like to give you an award because I like you. RECIPIENT: If you want to give me an award, you first need to fill out a 10 page application. If I like what I see, then I will gladly accept your award. ME: Sorry, I think I dialed […]
A #Twitter Rant (With a Customer Service Lesson) Read More »
What will 2013 look like for customer service? Will face-to-face customer service disappear as social media takes over everything? Will the ACSI national customer satisfaction benchmark continue its long term positive trend of rising? Will the entire world wring their hands as another horrible customer service fail goes viral? While the number of potential trends
4 Customer Service Trends for 2013 Read More »
Just wishing everyone a Happy Holidays from the team at Customers That Stick! We will be off the blog this week to spend time with family and wrap up the year end. We figure most of you are doing the same. We will be back on December 31 for some pre-2013 customer service talk. We
Happy Holidays from Customers That Stick Read More »
Readers of this blog know that we like to discuss customer service in the real world. What is this elusive real world? It is a place where customer service slogans like the customer is always right go to die. Now, don’t get me wrong, shorthand slogans are great and are useful in conveying broad, important
Is Every Customer Really a VIP? I’m Sorry But… Read More »
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
Suck It Up, Do the Work, Win Read More »
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
Our New Customer Service Guest Post Program 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 »
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