Maintain your customer service edge

The Desk.com Blog is a storehouse of support guru best practices, infographics, and social media strategies that you can use to perfect your brand of hero-quality customer service.

Customer Engagement, Customer Experience, Customer Service, Thought Leadership

Customer Satisfaction and What it Means to Your Business

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Have you ever called a business with a problem and spoken to a well-meaning, pleasant customer service agent who can do nothing to help you? You end up liking the employee, but despising the business. Know the Difference between Customer Service and Customer Satisfaction Often businesses believe they can hire friendly customer service agents and… Read more »


Customer Engagement, Customer Experience, Customer Service, Thought Leadership

Small Business Growth: Nurture Your Most Profitable Customers

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All small business owners want to grow their business but there’s a big difference between growth for the sake of growth and smart small business growth. It’s natural to think that the more customers you have, the stronger your company will be but sometimes growth is also about slowing down. Too much growth, or growth… Read more »


Customer Stories, Customer Stories, Videos & Webinars

How Customer Complaints Can Influence Your Small Business: Customer Spotlight Blissmo

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It’s one thing to solve customer problems — but if you’re not using customer complaints to improve your processes and products, you’re missing out. Complaints are opportunities to correct problems, says Hien Tran, director of operations at Blissmo, a subscription-based service that sends curated boxes of healthful, organic and sustainable products to customers once a month…. Read more »


Customer Engagement, Customer Experience, Customer Service, Social Media, Thought Leadership

Social Media Crisis: How to Prepare for a Crisis on Your Social Networks

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If you’ve ever hit “reply all” when you meant to address a challenging issue one-on-one or let the wrong words slip out of your mouth, then you understand how big a crisis can feel, no matter if it’s business or personal. That’s why learning to bounce back from a social media crisis is as important… Read more »



Customer Engagement, Customer Experience, Customer Service, Thought Leadership

What’s Your Customer Service Philosophy?

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What is customer service? Customer service, by definition, is about serving people. When people refer to customer service, they’re usually talking about the process of getting help before, during or after a purchase. It can also refer to a department within a company that focuses on these processes. But is customer service focused on resolving… Read more »


Best Practices, Customer Service, Social Media

7 Lessons You Can Learn from Jeff Bezos About Serving the Customer

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The latest results from the American Customer Satisfaction Index reveals Amazon.com as the reining and undisputed champ in both Internet retailing and across the entire department in overall customer satisfaction. Amazon’s CEO, Jeff Bezos perhaps more than any business leader has taken the philosophy of truly caring for the customer and ushered it into the digital… Read more »


Customer Engagement, Customer Experience, Customer Service, Thought Leadership

How to Quantify the Economic Impact of a Customer Service Model

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John Tschohl, called the “guru of customer service,” by USA Today, Time and Entrepreneur magazines, is a best-selling author, service strategist and president of Service Quality Institute. John is a regular contributor to the Desk.com Blog Expert Corner series.  Customer service research firm TARP (Technical Assistance Research Program) developed two statistical models that monitor service by documenting value/ROI… Read more »



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