It seems like a small thing and adds up
It seems like a small thing to be nice. It seems like a small thing to say “thank you.” And it seems like a small thing to suggest a solution to the problem you found. Yet doing these small things…
Can you measure customer happiness?
A recent post from the folks at the Buffer team got me thinking about the idea of customer happiness, and the ability to quantify it and measure it. In my experience, when you ask service providers if their customers are…
3 Common Customer Service Mistakes You Can Fix
photo by Think back to the last time you called customer service. Usually you call because something’s gone wrong, you don’t understand what has happened, or you do understand exactly what’s gone wrong and you are not happy. When…
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…
5 Customer Strategy Questions You Must Ask
Your customers are the most important part of your business – without customers, your company wouldn’t exist – and your customer strategy is best built by talking to those same customers. By asking them (and yourself) the questions that matter,…
Is Usability Feedback Free, as in Beer?
“Free as in beer” is an easy concept to understand: it’s a gift given to you at no cost with no expectations of you, and does not grant with it the way to change the production process (see HowToGeek for more discussion).…
What makes freemium pricing work?
photo by Should you give away your product for free? The concept of “freemium” — or providing a product offering that doesn’t cost the customer anything, and allows for the prospect of future upsell — has great success…
When sending startup swag, the details matter.
Many startups send T-Shirts to their supporters – it’s an easy and relatively inexpensive way to build brand awareness, thank friends, and to say “thank you” for trying our a product that’s in the process of achieving product-market fit. In…
Communicating during times of crisis [video]
What do you do when there’s a problem? Building customer service at scale requires process, chiefly the establishment of roles, responsibilities, and an plan to activate in times of crisis. What do you do when there’s a problem with your product…
