Leaders, how is customer service defined in your organization? In Wikipedia, you will find customer service defined as the provision of service before, during, and after a purchase. Customer service defined this way (as an operation) inspires few to the heights of service greatness. It does lead to structured processes, procedures, scripts, and metrics that leaders often mistake for customer… Read more »
Posts Categorized: Customer Experience
Question #1: Give us some background on the Bonobos Ninjas Online men’s clothing retailer Bonobos has received a lot of attention for going above and beyond the call of customer service. Nicknamed “the Bonobos Ninjas,” our customer support team has discovered a distinct link between providing superior customer service and gaining a competitive advantage for our company. We… Read more »
Every leader at every level has a need to think about customer service. Whether you lead a team that is talking to paying customers every day, supporting those that do, or just interacting with internal Customers, the need for customer service skills — and a customer orientation is critical. When this subject comes up with… Read more »
Back in the early days when we first launched our online store, Bumblebee Linens, we were lucky if we got 5 orders a day. After all, in the beginning we had no social media presence. Our store did not yet rank in the search engines. And we didn’t have a large budget with which to market… Read more »
It’s easy to forget how small the world really is. That means your chances of meeting someone face-to-face who you might have run into on the interwebs is greater now than ever before. It also means you have plenty of opportunities to “mess up” that first impression without even knowing it. That would not be… Read more »
This post is part of the Customer Service Myths Series. Customer Service Myth: We have few complaints, therefore almost everyone is happy. Fact: Few customers complain, especially to headquarters or a manager. A recent airline flight was delayed by a minor maintenance issue – we ended up arriving more than 90 minutes late. Although the crew relayed information… Read more »
The “Thank You Effect”: 50 Small Ways to Improve Customer Service from Greg Meyer @grmeyer Today’s blog post and SlideShare was written by Desk.com’s Manager of Customer WOW, Greg Meyer. Check him out on twitter at @grmeyer What Can You Do Today to Make Customer Service Better? “The Thank You Effect” is an example of… Read more »
In an age where the social customer has risen to new heights, customer support teams have been required to adjust to meet the needs of their customer base more than ever. For Desk.com, our team strives to provide what we like to call: “Customer WOW” The real Customer WOW happens when you combine empathy and… Read more »
Editor’s Note: Last month Kate Nasser, The People-Skills Coach™, shared her twenty-five years of experience in The 15 Essential Beliefs for a Culture of Customer Service Excellence. Now she turns her attention to overcoming hidden obstacles to a building company culture of teamwork. Most leaders today believe in a “we” culture. They have read the… Read more »
The best games are those that build to a larger goal, but also reward players for milestones along the way. In the beginning, it was the classic boss battle — a challenging fight at the end of each level or stage — but now, with the incredible commercial success and advancement of games technologies, players… Read more »
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