Learning From the Customer
Zappos is famous for its customer service, but it's not cutting up the latest pair of Air Jordans to see exactly what kind of stitching Nike uses. Here's one way to think about it: Imagine being on the phone with someone who has absolutely no concept of ...
Secret to Outstanding Customer Service
Growth and scale are typically the enemy of great, personal customer service--except in this case ... Say you call a large company: You enter an automated phone system, press a bunch of numbers intended to theoretically "better help us serve you..."
What ‘Sky Europe’ Means for BSkyB’s Future
And savings can also be realized from sharing technology innovation, as well as streamlining operational functions such as IT, customer service ... sports-TV content. Offering sports free to existing broadband users, BT vies to shore up phone subscriptions ...
Amazon Fire Phone Unboxing: Amazon’s Risky New Phone Is Here
Amazon’s new toy sports a number of neat features that immediately ... that makes content appear in 3D. Amazon’s phone is also about services, including Amazon Prime, the revolutionary customer service feature, Mayday, and that Firefly app, which ...
The Three "Ds" of Customer Experience
The U.K.-based mobile phone company grew ... leaders focus on the entire customer experience. They recognize that customers interact with different parts of the organization across a number of touchpoints, including purchase, service and support, upgrades ...