Customer service is difficult, expensive and unpredictable. But it’s a mistake to assume that any particular example is automatically either good or bad. A company might spend almost nothing on customer service but still succeed in reaching its goals.
Customer service succeeds when it accomplishes what the organization sets out to accomplish.
What is customer service for? – Seth Godin.
When in doubt, be human.
Seth Godin – Two purposes of user feedback.
Measuring without measuring:
Measurement is fabulous. Unless you’re busy measuring what’s easy to measure as opposed to what’s important.
The idea that someone can program our consumption is becoming obsolete, and fast. The front page of the paper disappears in a digital world, where there is no front page–merely the page I got to by clicking on a link from a friend.
Seth Godin – The extraordinary revolution of media choice.
First, make rice. Before you move on, it’s crucial to really understand and master the basics. Sometimes it’s those basic tasks that are really the most important.