- Why Customer Service Rocks —
Research showing companies with high customer satisfaction outperform the S&P 500 significantly. While it may seem fine to ignore customer service in the short term, your long term horizon is directly impacted by how you treat customers.
- Stock Images = False Advertising? —
Entertaining post about those standard photography shots you see of customer service representatives. Why not just show your real employees? Are they as scary in real life as they are on the phone? If so, you’ve got bigger problems.
- Genchi Genbutsu & Ethnography —
Have you ever walked a mile in your customer’s shoes? How about driven in your customer’s car? A Toyota chief engineer did just that and gained priceless insight into how to design the Sienna minivan.