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Is Slow Sometimes Better?
Finding the balance between speed and quality in customer service Read more
Customer Service
Customer Service, by the Numbers
A breakdown of customer service statistics from Crutchfield, an awesome electronics retailer in Virginia View slideshow
Making Life Easier for His Customers
Chris Zane isn't in the business of selling bikes but creating experiences that will make his customers feel good about the product they walk away with. Read more
7 Tips for Stellar Customer Service
Want flawless customer service? For starters, don't dismiss personality flaws, no matter how impressive the technique. View slideshow
The Customer Service Governor
The state of Michigan gets a lesson in building a customer service culture. Read more
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Customer Service
Great customer service should be a core value. How-Tos and accountability policies for building frictionless relationships with customers.
Recent Customer Service Articles
When It's OK to Ignore Costs
I know, I know: You're worried about expenses. But sometimes you need to invest in developing new friendships for your company. Read more
Want to Delight Your Customers? Map How They Feel
Make sure every interaction you have with your customers inspires a positive emotion. Read more
The Case for Sharing Company Secrets
There's one simple way to make your customers trust you: be open and honest with them from the start. Read more
How the Super Bowl Shortchanged the Web
Streaming the Super Bowl was smart. Turning it into a second-tier version of the event? Not so much. Read more
5 Steps to Saying You're Sorry
It's a mistake to refuse an apology to angry customers. Here's how to get really good at saying 'I'm sorry.' Read more
How GoPro Measures Social Engagement
There are Friends, and there are Friends . Here's how one innovative company created its own rate-of-engagement score to keep track of online user-en... Read more
Fix Your First Impression
The first place your customers meet you is online. So it's time for a spot check: Are you looking your best? Read more
Tony Hsieh's Excellent Las Vegas Adventure
In which our hero, flush with $400 million from the sale of his company, attempts to reinvent his city, Zappos-style. Read more
Start a Killer Restaurant: 6 Tips
Advice from a white guy in Texas who became an award-winning sushi chef and restaurant owner. Read more
How I Became a Customer for Life
When my family was in crisis, one company came through for us. It changed my feelings about the company & about customer service in general. Read more
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