If you love customers, set them free

This mailbox does not accept replies Do not respond to this mailbox. It is unmonitored. Fill out this form to unsubscribe. Press 4 to speak with an operator. No one is here to take your call at the moment. Do all of these things make your blood boil? When I first used the internet, I…

Why “How You Sound” Matters to the Customer

How do you sound to the customer? Customers are engaging your brand in more than one channel and especially on their phones. That means that the same customer might be talking to you on email, on Twitter, via phone, or in some other channel – at any moment. It’s important to consider how you sound…

How to Scale Customer Service to Reach the Mass Market

When you serve your first customer, you get to spend as much time as possible to make that relationship right. When that first customer becomes one of many, you need a way to take that same energy and focus that you delivered to the first customer and make it available to the next one (however…

Avoid These Customer Service Mistakes

Think of the last customer service fail you experienced. You might think, how did this happen? Why did the company I contacted give me an idiotic response? Why didn’t they answer my question? Or why did they (figuratively or literally) hang up the phone? We’ve all made these mistakes. There might be many reasons –…

10 Insights to Deliver Amazing Customer Service

Poor Customer Service is No Excuse. You Can Do Better. Think of the last time you contacted a “Big Brand.” Did you feel appreciated, acknowledged or loved by their response? If so, that’s great! If not, then you probably had an average service experience. They can do better. And here’s a few tips that might…