A Good Week For Customer Service

Customer service is underapreciated in many companies. So it’s great that we are celebrating Customer Service Week. In honor of the occasion, I’ve collected some of my thoughts (and posts) about customer service:

The bottom line: Customer service deserves more than a week of focus.

About Bruce Temkin
I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, marketing, interaction design, customer service, and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

4 Responses to A Good Week For Customer Service

  1. Darren says:

    Bruce, thank you for highlighting Customer Service Week (I was unaware of this). I enjoy reading your blog and this post really got me thinking about the difference between “customer service” and “customer experience”. I wrote a couple of posts today on my blog addressing how a customer service strategy can really differentiate a local retailer from a national retailer.

    Thank you Bruce for highlighting how important the customer experience, and customer service, is for our businesses.

  2. Robert says:

    Like Darren, I’d never heard of Customer Service Week. However, this is a great article. Very thorough, especially clear communications, which I feel are most important with customer service. Great post.

  3. Hi Bruce! Do you know of any research on CPE that compares on shore vs offshore call centers?

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