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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 …
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 »
Guest Poster: Chase Clemons It is my pleasure to introduce Chase Clemons. Chase is part of the support team at 37signals and the founder of a customer support community at Support Ops. You can connect with him on Twitter. When you think of companies with millions of customers, a good customer experience often isn’t in …
Customer Support: How a Small Team Can Produce Results 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 »
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