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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 »
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
What Is Your Customer Response Time? Read More »
Yes, this is the first non-customer service topic I have addressed since I launched Customers That Stick back in March of 2012. With superstorm Sandy approaching the Northeast, I thought perhaps I could do some good by relating my family’s experience with a hurricane. If it makes a difference to one person, it will be
Listen to Authorities About Sandy: My Hurricane Experience Read More »
One of the great challenges of creating a Hero-ClassTM customer experience is that often the first step in the customer experience occurs before your customer ever begins transacting business with you. Sometimes, this first step is beyond your control, for instance, word of mouth. What someone tells a new customer about you — whether it
Tell Marketing: The Customer Experience Begins with Them Read More »
If a smile widens on a phone call, and no one is there to see it, does it make a sound? As it turns out, it does. Smiles over the phone might be unseen, but they are most definitely heard. The Power of Smiling on the Phone It is standard advice in sales and customer
Smiling On The Phone: Does It Really Work? Read More »
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