A Modest Proposal to Measure the Voice of the Customer

When talking to people about customer service, I often hear them discuss the idea of the “Voice of the Customer.” Ideally, this might mean “knowing exactly what this customer wants and needs and can tell us about their service experience.” Because you can either know the exact wants and needs of a single customer or…

The “Thank You” Effect: Improving Service 1 Step at a Time

I’ve written here before about the effect that one person’s thank you had on me (thank you, Brad Feld!) I believe that “The Thank You Effect” is an example of a small action that prompts meaningful next steps to measurably improve service in any company. In my experience, there are a number of these small…

How to hire Customer Service Superheroes

Say you’re going to start a company, and the first thing you want to do is provide amazing customer service. Are you going to hire the brilliant person who alienates customers? Or are you going to hire the friendly person who can’t solve a problem? You probably want both qualities: The knowledge and skill required…

The Customer Experience Report for Jan 26, 2013

Hello! I’m sharing insights about customer experience. Please let me know what you like, don’t like, and if you’d like to subscribe, you can get an email in your inbox here. The Customer Experience Report January 26, 2013 – An Occasional Newsletter (Vol. 2, No. 1) Rules for Better Customer Experience: Hacking Your Brain Brad Feld…