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![Brian Piercy](data:image/svg+xml;utf8,<svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 24 24" fill="%230A66C2"><path d="M20.447 20.452H16.89v-5.569c0-1.328-.027-3.037-1.852-3.037-1.853 0-2.136 1.445-2.136 2.939v5.667H9.351V9h3.414v1.561h.046c.477-.9 1.637-1.85 3.37-1.85 3.601 0 4.267 2.37 4.267 5.455v6.286zM5.337 7.433a1.982 1.982 0 1 1 0-3.964 1.982 1.982 0 0 1 0 3.964zm1.782 13.019H3.555V9h3.564v11.452zM22.225 0H1.771C.792 0 0 .774 0 1.729v20.542C0 23.227.792 24 1.771 24h20.451C23.2 24 24 23.227 24 22.271V1.729C24 .774 23.2 0 22.222 0h.003z"/></svg>)
A CS leader who has built the function from the ground up shares where founders should start — from how to hire to the most important metrics to track.
In this article, I'll take you through the task of Customer Satisfaction Analysis with Python. Customer Satisfaction Analysis with Python.
Businesses are bound to make mistakes and disappoint their customers. But how you build your apology message and your careful attention to executing it appropriately can make the difference between losing those customers or increasing their loyalty. When delivered well, your apology message can improve the customer relationship to the point where it is stronger than if the mistake had never happened — a phenomenon known as the service recovery paradox. In this article, the author outlines five steps for writing an effective apology message, and explains why it’s important to share the apology process internally and with external stakeholders. It not only shows vulnerability from the organization, but also shows other customers that the company can be relied upon in times of distress.
When trying to make language either more concrete or more abstract, one helpful approach is to focus on either the how or the why.
Changing consumer expectations and advances in technology provide merchants the opportunity to test customer support options. Many reduce costs while improving shoppers' experiences.
I’ve grown my companies by focusing on great customer service. We didn’t always have the biggest names in business working at the firm, and we sure couldn’t
I’ve grown my companies by focusing on great customer service. We didn’t always have the biggest names in business working at the firm, and we sure couldn’t
Why has this problematic, unloved technology taken over retail?
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Research shows how attractive employees can rub some customers the wrong way.
Adding an FAQ page to your website? Here are some tips, strategies, and things to avoid when designing an effective FAQ page!
A mental model for service businesses.
If you want to make your customers happy, there are tactics you can use, from handwritten notes to custom-made YouTube videos. Here are some ideas you can steal.
From ATMs to automated checkouts to fast food.
Low-margin retailers argue they can't afford customer loyalty programs, but is that true? Rajiv Lal and Marcel Corstjens make the case that such programs are profit-enhancing differentiators.
Founders and product managers alike wear this proudly on their sleeves (or twitter bios) The Ultimate Product Person – who loves products, building products and sweating the details. Skim thr…
Your #1 resource for digital marketing tips, trends, and strategy to help you build a successful online business.
Get tips and advice on delivering exceptional customer service, engaging and delighting your customers, and building a customer-centric company.
There are certain words that every customer wants to hear. Here's what to say to win loyal customers.
All you need to know about the benefits of customer loyalty programs for small business + examples of 5 types of programs to consider.
Read stories of spectacularly bad customer service, plus get some tips for how to keep situations like these from happening at your company.
Instead of adding a sign, solve the problem
As a rule of thumb business owners should be primarily focused on delighting their customers in any way possible. Every subtle interaction should be closely optimized for customer enchantment, and a decision as simple as where to park your car can subconsciously attract or detract a customer.
Most U.S. news organizations won't let readers cancel online. The Federal Trade Commission wants that to change.
Shoppers search an online store's policy pages for details on shipping, returns, and more. Rarely are these vital pages engaging. But they should be.
Brands have unsolicited feedback in their TikTok comments, allowing them to answer customer questions, see trends, and make product changes.
Impersonal customer service makes it hard to get help. Here's the script for success.
In an age where customer word of mouth can quickly go viral, managers can take five proactive actions to get the most lift out of their customers’ good reviews and minimize the bad ones. For positive reviews, managers should delay their response and–when they do respond– make sure the response is generic and short. The authors found that more customized responses — perceived as promotional and thus viewed as disingenuous — negatively affected future reviews. For negative reviews, it’s important to quickly respond to every one with a tailored solution to the specific complaint.
Returns are on the rise – here’s what you can do to make it your competitive advantage.
Getting to the bottom of why customers keep calling your contact centers can generate significant savings. And result in happier customers.
Those customer-facing, touch-screen payment systems in restaurants are confounding customers in the U.S. and beyond.
"A sweatshop in America"
If you were an alien hovering above planet earth on a quick visit and trying to find out quickly which were its most dominant companies, you could probably do worse than try to reach their customer…
I'm a longtime seller on Amazon's marketplace. I also mentor many sellers and help brands to improve their marketplace sales. And I belong to various
A look at the main provocation of Will Guidara’s Unreasonable Hospitality: that you can solve (certain) business problems with hospitality, and that it only takes a little thoughtfulness to do so.