Category Archives: Customer Service

Can a simple thank you note to satisfied customers boost patronage by 50%?

I found this study of Leveraging Customer Feedback to Increase Loyalty very insightful.  Please note particularly: In a large field experiment with highly satisfied customers of a Fortune 500 firm in the hospitality industry, the researchers track both customer attitudes … Continue reading

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Does exceeding a customer promise pay off?

I found this research on the pay off of exceeding a customer promise very insightful.  Please note particularly: “The bottom line, Epley says, is that exceeding a promise may not be worth the effort you put in. “Invest efforts into keeping … Continue reading

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Is operational transparency conducive to building customer trust?

I found this presentation on Trust through Transparency by HBS’ Michael Norton very instructive.  According to Michael, operational transparency [or showing your work to your customers] can improve customer relationships: “Think about all the places where you’re doing an enormous … Continue reading

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Telstra’s Crowdsupport approach to customer service

Ross Dawson directed my attention to this Telstra Crowdsupport concept.  Telstra is joining a growing list of companies who are collaborating with or leveraging their customers to support other customers.  Please note particularly the following cases: Needle, Intuit, and GiffGaff. … Continue reading

Posted in Crowdsourcing, Customer Co-Creation, Customer Collaboration, Customer Communities, Customer Service | 1 Comment

Disconnect – Inside the call center industry

“Find out what really goes on at a call center in India. Go behind the scenes at San Jose Repertory Theatre’s West Coast premiere of DISCONNECT, a play by Anupama Chandrasekhar.”

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The harmful side effects of goal setting

“The Systematic Side Effects of Over-Prescribing Goal Setting” are well documented in a Harvard Business School Working Paper, by Max Bazerman and his co-authors, on Goals Gone Wild.  According to the authors of this paper:  “The use of goal setting can … Continue reading

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Will avatars be a part of the future of customer service?

I found this New York Times story on an avatar deployed as a customer service representative very intriguing.  Please note particularly: “La Guardia Airport’s newest employee, a young woman named Marie, made quite an impression during her first day on … Continue reading

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