Lego receives in excess of 4 million customer calls per year. Many of those calls are for replacement pieces that customers have lost. Even though these are not the fault of the company, Lego does the...
Don’t underestimate the power of the empathy metric in customer service. To get the most out of this metric though, you need to manage empathy fatigue and avoid using inauthentic empathy that backfi...
Putting two important metrics in perspective and understanding why they are both measured with 5 examples each of CSAT vs NPS....
You want to be the best in your industry. Listen to the advice of some of the best. Here are some aspirational customer service quotes from the pros on practices to aim your business for the stars. ...
Building customer trust requires follow up and understanding your customer preferences....
Jimi Hendrix loved to fling his guitar around to get weird and wonderful sounds from the feedback.” Jimi Hendrix and his guitar virtuosity aside, we are focusing on their business use of the word fe...
Latency, language differences, awkward auto-corrects, improper use of emojis (no, the poop emoji is not chocolate and 'LOL' doesn’t mean lots of love): there are many challenges for communication i...
Updated June 2022 (originally posted October 2018) Quality is key. No one wants a subpar product or experience. QA metrics are important for gauging and maintaining quality and thereby customers. Cont...
An unhappy customer service agent is more than a meme, they are a person with difficulties that have solutions.Customer service whether it is as a content moderator, contact center agent or customer s...
You’re eager to get back to your long delayed project and then get hit with a survey. Even worse, you’re hit with a survey while trying to get your answer.The point is surveys suck and here are fi...
An abusive agent is detrimental to a company, and so is an abusive customer. Is booting the bad ones, lik Uber is, good customer service? ...
Ann started her day with a double espresso and a quick lap around the block, but by 2pm she has been staring at the same customer service ticket for ten minutes and can’t remember what her last acti...
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NPS, CES, and CSAT: What is your go to metric?
