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, CCXP
I'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about these topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

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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