Guest Poster: Kristen Gramigna Kristen Gramigna is Chief Marketing Officer for BluePay, a credit card processing firm, and also serves on its Board of Directors. She has more than 15 years experience in the bankcard industry in direct sales, sales management and marketing. _______________________________________________________________________________________ Building a base of loyal customers can be one of the […]

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” […]

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 […]

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 […]

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 […]