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Customer service is a tough job, and customer-facing professionals must have many positive personality traits to be successful. In 2012, we wrote a post called 7 Customer Service Qualifications Everyone Must Have, and we decided to present this content via SlideShare to provide you with a fun, useful tool you can share with your teams. …
SlideShare: 7 #CustServ Qualfications Everyone Must Have Read More »
From mapping customer journeys to creating customer personas, it is easy to get carried away with the complexity of customer experience design and optimization. Our customers communicate with us via so many channels, they interact with us through so many touch points, that we can easily lose sight of the fact that most customer experiences …
In a 1969 national address, President Richard Nixon popularized the term the silent majority. While the term was not original to President Nixon, his address cemented the idea that there existed a silent majority whose outlooks differed from the vocal minority opposing the Vietnam War and dominating the news coverage of the day. While the …
Customer Service, Richard Nixon, and the Silent Majority Read More »
As a Netflix customer, I have been fascinated by its recent move into original programming. Netflix began as a mail-order DVD service that revolutionized the movie rental business with a brilliant logistics system. Instead of driving down to the local movie rental store, consumers could now choose videos from the comfort of their homes and …
Netflix, Customers, and Evolving a Business Model Read More »
As many regular readers know, we purchased a new house at the end of last year. The builder did a good job overall, giving great customer service in some areas but failing to deliver the house on time, which diminished the overall customer experience. Last week, after many months living in the house, the maintenance …
Customer Gifts: Making a Nice Gesture the Right Gesture Read More »
The title of this post comes from a question we use in job interviews. The full question is as follows: Sales, customer service or operations: Which one is most important and why? Now, the job we use this question for actually requires a fairly equal distribution of responsibilities among all three functional areas, but we …
Sales, Customer Service or Operations: Which Is Most Important? Read More »
Seth Godin had a great post recently entitled On teaching people a lesson. In Godin’s words: “You’re actually not teaching them a lesson, because the people who most need to learn a lesson haven’t, and won’t. What you’re actually doing is diverting yourself from your path as well as ruining your day in a quixotic …
One year ago today we officially launched Customers That Stick! Being part of a strong blog community (or many communities, if that is the way you like to view it), it is easy to forget that not everyone has been around since the beginning. We’ve gained many new readers over the past year, and we …
When he was running for President in 1991, then-candidate Bill Clinton had a list of three fundamental campaign messages posted on the wall of his campaign headquarters: These three messages embodied the heart of what the Clinton campaign wished to convey to the country, which they did to the tune of a successful presidential election. …
What President Clinton Can Teach Us About Customer Service Read More »
I had an extremely disappointing experience with my car company the other day. Though I have every right to call this company out, I am not going to say who the car company is. Instead, I would like to focus on what happened and how a company can do extreme damage to its brand and …
Fine Print Is Inevitable; Bait and Switch Is Not Read More »
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