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Customer Service

Great Moments in the Sky

Tracy Christoph | Posted 11.30.2013 | Travel
Tracy Christoph

There are plenty of things I love about being a flight attendant: I love being up in the air, soaring through the clouds, and spending time exploring new cities. But the best part of my job is meeting so many new and interesting people on each flight.

Is Your Client Rooting for You to Fail?

Ian Altman | Posted 11.30.2013 | Business
Ian Altman

Do you smile and personally engage with your customers? Do you take interest in their personal lives? Do you make an effort to engage? If not, they might be rooting for you to fail.

Ugly Customers

Gregory P. Demetriou | Posted 10.09.2014 | Small Business
Gregory P. Demetriou

You know the ones--you can never please them, something is always wrong, you haven't followed their instructions to the letter. You forgot to cross a "t" or dot the "i." You dread their phone calls and e-mails. Your staff cringes when they have to interact with them. The air gets sucked out of the room when they are around. Not a good situation, and you know it.

Interviewing Chip Bell: The 9 1/2 Principles of Innovative Service

BJ Gallagher | Posted 09.23.2013 | Business
BJ Gallagher

Chip Bell is one of my favorite authors. His books are smart, succinct, accessible, and practical. Among the mind-numbing, eye-glazing, sleep-inducing...

The Art of the Luxury Experience -- The Human Effect

Katie Lance | Posted 11.24.2013 | Business
Katie Lance

I truly believe luxury is a state of mind and that the real opportunity for airlines, hotels or any other brands is to leverage the art of listening -- really listening and caring what the answer is.

Content Consumption Monitoring: Bringing a Customer-Centric Approach to B2B

Erik Matlick | Posted 11.23.2013 | Media
Erik Matlick

We rely on a broad set of tools in B2B marketing, from live events to email and search -- most of which work relatively well, and nearly all of which rely entirely upon educational content. But apart from search, intent targeting is absent from our toolset.

Customers: Not Always Right, But That Doesn't Matter!

Daniel Newman | Posted 11.17.2013 | Small Business
Daniel Newman

Whether the dissonance is small or large, organizations exist to meet their customers needs and ones that do it better tend to have greater retention rates because satisfied customers are unequivocally the best marketing on the planet.

3 Business Lessons From YouTube's "Sexy Sax Man"

Yaniv Masjedi | Posted 11.17.2013 | Small Business
Yaniv Masjedi

On March 12, 2011, a man named Sergio Flores became famous overnight after posting a video of himself dressed in nothing but black leather pants, suspenders, a detachable mullet wig and sunglasses, all while playing the saxophone to unsuspecting patrons. I find Flores to be inspiring and, after getting to know him personally, think he has several business lessons to offer entrepreneurs.

Epic Email Fail Results In String Of Ridiculous Apologies

The Huffington Post | Alexis Kleinman | Posted 09.16.2013 | Technology

Here's one more reminder to triple-check the "recipients" line in your emails. On Sunday, Bastian Lehmann, CEO and founder of delivery app Postmate...

The Nerd-in-Residence

Craig Newmark | Posted 11.16.2013 | Impact
Craig Newmark

The Department of Veterans Affairs has named me a "nerd-in-residence." The Department of Veterans Affairs is doing some really good stuff for vets that no one hears about, catching up since 2009. I've helped, in a very minor way, for several years; now I gotta do more.

Airlines, Customer Service and the Failure of Technology

Stephanie Vaughn Hapke | Posted 11.15.2013 | Technology
Stephanie Vaughn Hapke

Leveraging technology to improve peoples lives is not limited to the airlines, or even to customer service in general.

Why I Believe in Mandatory Service

Alison Cayne | Posted 09.13.2013 | Taste
Alison Cayne

Nope, I'm not writing about military service. I have come to strongly believe that we would, in fact, live in a better, kinder world if every teenager took a job in the service industry before entering adulthood.

Why Can't We Get Telemarketers To Stop Calling?

Ann Brenoff | Posted 11.12.2013 | Fifty
Ann Brenoff

I do not want to install solar panels on my roof or refinish my kitchen cabinets. I also do not want to paint my house, redo my floors, install a pool or resurface the one I don't have. So can you all please stop calling me?

Your Response Matters - Especially To Errors

Gregory P. Demetriou | Posted 11.09.2013 | Small Business
Gregory P. Demetriou

Miscues, mistakes, missteps, screw ups or whatever else describes performance that is subpar will happen. It's how you handle them that's the real indicator of who you are as a person, negotiator, teacher, counselor, and leader.

Royal Air Maroc + Customer Service = 0

Magda Abu-Fadil | Posted 11.09.2013 | Travel
Magda Abu-Fadil

I've always enjoyed traveling to Morocco. It's a beautiful country with lots to offer, except when things go wrong and it becomes surreal. On a two-d...

Are You a Bad Traveler?

Christopher Elliott | Posted 11.07.2013 | Travel
Christopher Elliott

Deadbeats. Gate lice. Entitleds. Pull back the curtain on the service industry and you can hear them talking about us -- often in unflattering terms.

Is Customer Experience Manageable? An Industry Pundit Says No

Vala Afshar | Posted 11.06.2013 | Technology
Vala Afshar

What is customer experience (CX)? To get customer experience right, companies need to first get the definition of customer experience right, according...

DISRUPT: Customer Pays Twitter to Complain About British Airways

Beverly Macy | Posted 09.03.2013 | Business
Beverly Macy

Total disruption is unfolding in real-time around lost luggage and an angry customer. But this time there's a new twist. The customer PAID Twitter for...

This Train Is Bound For Paoli: A Multiple Choice Essay

Roz Warren | Posted 11.03.2013 | Travel
Roz Warren

Train 664 leaves Thirtieth Street Station bound for New York City at 10:55. Concurrently, Train 663 leaves the station, headed for Harrisburg. Both trains are, confusingly, called The Keystone...

Is There a Digital Divide for Customers?

Alistair Niederer | Posted 10.27.2013 | Business
Alistair Niederer

Over the past couple of years the way companies interact with their customers has changed beyond all recognition. I have been thinking a lot about how...

Why Fortune 500 Companies Got Nothing On Us (Small Businesses) When It Comes To Customer Service

Shahin Dejy | Posted 10.28.2013 | Small Business
Shahin Dejy

From talking to other small business owners, I know most go well beyond the line of duty to keep their customers happy and that is exactly my point. Because of, or maybe despite the small size of our organizations, we, in our small businesses, do a lot of things instinctively right when it comes to customer service.

3 Ways to Build a Trust-centered Consulting Practice

Robbin Steif | Posted 10.26.2013 | Business
Robbin Steif

Filling up a leaky bucket is an expensive proposition. Ultimately, a customer-trust business is end to end. It's about your receptionist being helpful and open when s/he answers the phone. It's about not landing large accounts and then scrambling to find any warm bodies you can to put on the project.

Maybe You Get Bad Customer Service Because You're a Bad Customer

Matt Walsh | Posted 06.30.2014 | Business
Matt Walsh

Some folks seem to get into a customer service Battle Royale every time they step outside their house. Maybe it's because the universe is against you guys. Or maybe -- just maybe -- it's because you behave like selfish obnoxious bullies.

8 Customer Service Myths that Could Be Costing Your Company Money

Jenny Block | Posted 10.20.2013 | Business
Jenny Block

"It's nice to be nice. It's good to be nice. But I like money. I'm a big fan of money. So if being nice can make you money. Why not be nice?"

Casa Marina Key West: A Spoiled Waldorf Astoria Salad

Halle Eavelyn | Posted 10.13.2013 | Travel
Halle Eavelyn

Everything was telling me -- and now I'm telling you -- stay anywhere but the Waldorf Casa Marina the next time you're in Key West, and you'll be sure to have a better time.