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Why Zipcar Gives Customers the Benefit of the Doubt 文章

Why Zipcar Gives Customers the Benefit of the Doubt

When we grant someone “the benefit of the doubt,” what we usually mean is something like,…

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How Colombians Ingeniously Avoid Price-Gouging Cell Phone Providers

One of the first things you can’t help but notice in Colombia are all the vendors…

How fruit got on the loom 文章

How fruit got on the loom

They say Corporate America has no sense of humor. Are “they” right? Find out by following…

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Best Airlines for Stranded Passengers

When passengers learn that their return flight has been canceled and their plane won’’t be leaving…

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Spending Smart on Customer Service

Companies know where their bread is buttered, and one of the last things they have wanted…

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Looking Inside Zappos’ Corporate Culture Club

Launched in 2008, Zappos Insights is where companies go to learn how they can be as…

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Groupon: Defenders of the Customer Experience

“Zendesk’s macros are incredibly easy to use and customize. We know how we’ll they’re working whenever…

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WeightWatchers Eases Customers Into New Points Plan

WeightWatchers members are an obsessive bunch. This Zengage writer (and on-again, off-again WeightWatcher) once heard a…

Your call is being recorded to ensure quality customer service 文章

Your call is being recorded to ensure quality customer service

“Your call may be recorded to ensure quality customer service.” Pretty much every call to a…

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How Customers Helped ModCloth Grow Into a $16 Million Company

Fashion is, by definition, a notoriously fickle business. As Heidi Klum has taught us all: One…

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Would You Pay for Good Customer Service?

Ok, let’s just go there. There are lots of different ways to think about customer service,…

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10 Questions for HubSpot CEO Brian Halligan

Brian Halligan is the CEO and founder of HubSpot.com, a company that helps other companies develop…

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Customers pay $50,000 to save local coffee house

Smooch coffee house had received the kiss of death. Investors had just informed its owner Basquali…

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Tip of the Week: Email Support for Two Different Products

It is a common scenario for one company to produce more than one product – a…

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Do People Really Need People? The Humans vs. Self-Service Kiosks

There’s a funny little dual occurrence that I’ve been witnessing lately. Just the other day I…

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Good Old Games’ Bizarre PR Stunt Pisses Off Customers

In the current economic climate, total brand collapse has become a fact of our existence–the last…

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Tip of the Week: Escalating Your Tickets With Groups

Please visit this article for the most up to date version of this tip: Escalating Your…

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How Awesomeness Can Help You Get More Customer Love

There’s been a lot of talk about innovation recently. Big companies talk about it, small companies…

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Should Management Lead the Way? Or Get Out of the Way?

When it comes to effecting change within an organization, it might sometimes appear that we have…

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Saying Customer Engagement in Spanish

In a recent Zendesk Tip of the Week, we talked about the importance of speaking your…