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The best customer service is if the customer doesn't need to call you, doesn't need to talk to you. It just works.
That's a very critical phase in customer service because you can start to really understand what part of customer service has value to customers and what part is bothering customers.
The Starbucks customer and the Teavana customer are two very different customers, two different need states that are highly complimentary.
Companies are starting to measure how effective their customer service is and trying to understand what they can do to improve the customer service process.
Customer service teams at many companies have already embraced social media, often out of necessity.
Customer service is just a day-in, day-out, ongoing, never-ending, unremitting, persevering, compassionate type of activity.
Gox was a pattern of poor operations, poor customer service, poor PR. You can't just take bitcoin and hide.
I will be sent back to Washington, D.C., with the grace of God and all the Alaskan voters out there because all Alaskans have asked me to go back and continue my service.
Very often when a story really holds us, it gets pushed away because it's too close for comfort.
