The $850 Billion Returns Problem: Why Reverse Logistics Is Becoming a Margin Engine

I Haven't Lost a Customer Service Fight in Seven Months

How consumer claims became the highest-ROI thing I do with AI agents, from a $10 mac-and-cheese coupon to a $6,800 IRS reversal.

The night clerk

At 2:30 in the morning, the night clerk at the hotel is a great help if you’ve locked yourself out of your room. But if you want to complain about the hours of the gym, the hotel’s envi…

The ‘Annoyance Economy’ Is More Than Just Annoying

A new estimate puts the cost of dealing with robocalls, hidden fees and customer service chatbots that can’t solve most problems at $165 billion.

The Founder’s Guide to Building a V1 of Customer Success

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.

Customer Satisfaction Analysis with Python

In this article, I'll take you through the task of Customer Satisfaction Analysis with Python. Customer Satisfaction Analysis with Python.

How to Apologize to a Customer When Something Goes Wrong

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…

The Magic of Knowing When to Use Concrete vs. Abstract Language - By Jonah Berger - Behavioral Scientist

When trying to make language either more concrete or more abstract, one helpful approach is to focus on either the how or the why.

6 Customer Service Examples from Online Retailers

Changing consumer expectations and advances in technology provide merchants the opportunity to test customer support options. Many reduce costs while improving shoppers' experiences.

Why is it so hard to give Google money?

4 Phrases of Amazing Customer Service - Mike Michalowicz

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

4 Phrases of Amazing Customer Service - Mike Michalowicz

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

Nobody likes self-checkout. Here’s why it’s everywhere | CNN Business

Why has this problematic, unloved technology taken over retail?

Beautiful People Don’t Always Win in the Workplace

Research shows how attractive employees can rub some customers the wrong way.

Designing Effective FAQ Pages

Adding an FAQ page to your website? Here are some tips, strategies, and things to avoid when designing an effective FAQ page!

Ask HN: What is something you do for clients that consistently blows them away? | Hacker News

Giving a Shit as a Service

A mental model for service businesses.

8 Fresh Customer Service Ideas Worth Stealing

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.

How Self-Service Kiosks Are Changing Customer Behavior

From ATMs to automated checkouts to fast food.

Busting Six Myths About Customer Loyalty Programs

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.

Don’t be a product person, be a merchant

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…

Neil Patel's Digital Marketing Blog

Your #1 resource for digital marketing tips, trends, and strategy to help you build a successful online business.

The Help Scout Blog: Delight Your Customers

Get tips and advice on delivering exceptional customer service, engaging and delighting your customers, and building a customer-centric company.

The 10 Magic Phrases of Customer Service

There are certain words that every customer wants to hear. Here's what to say to win loyal customers.

5 Effective Customer Loyalty Programs for Small Businesses - Help Scout

All you need to know about the benefits of customer loyalty programs for small business + examples of 5 types of programs to consider.

11 Types of Bad Customer Service (and How To Avoid Them) - Help Scout

Read stories of spectacularly bad customer service, plus get some tips for how to keep situations like these from happening at your company.

The slippery slope of in product messaging

Instead of adding a sign, solve the problem

The Power of a Free Popsicle

If you Run a Small Business Park In the Back of the Parking Lot

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…

Fixing a Tiny Corner of the Supply Chain « bunnie's blog

The end of “click to subscribe, call to cancel”? One of the news industry’s

Most U.S. news organizations won't let readers cancel online. The Federal Trade Commission wants that to change.

Policy Pages, Done Well, Enhance a Brand

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.

How brands are using TikTok as a channel for customer service and product f

Brands have unsolicited feedback in their TikTok comments, allowing them to answer customer questions, see trends, and make product changes.

How to Complain and Get Results

Impersonal customer service makes it hard to get help. Here's the script for success.

5 Principles for Responding to Customer Reviews

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…

How to use returns to build customer loyalty

Returns are on the rise – here’s what you can do to make it your competitive advantage.

Why are your customers calling you again?

Getting to the bottom of why customers keep calling your contact centers can generate significant savings. And result in happier customers.

Counter Service Tipping: Who Gives? (Published 2019)

Those customer-facing, touch-screen payment systems in restaurants are confounding customers in the U.S. and beyond.

Bodies in Seats

"A sweatshop in America"

The strength of a monopoly can be guessed at by calling customer support

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…

Thank you notes

The Real Benefit of Amazon Reviews

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

The Hospitality Solution in Your Business

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.