Because newsletters can be fun

Why Zipcar Gives Customers the Benefit of the Doubt

March 9, 2011

When we grant someone “the benefit of the doubt,” what we usually mean is something like, “Ok. We can’t prove your highly dubious tale is a lie, so we’ll let you slide this time. But don’t do it again!” But from a customer service perspective, what is the benefit of “the doubt” i.e. accepting the […]

Key Metrics to Measure for Social Media

March 8, 2011

Customers are using social media to talk about your brand, whether or not your company chooses to participate in the discussion. You know this. It’s why your have a company Facebook page and Twitter feed, where the chatter about your brand can be gratifying or cringe inducing. But how to make these conversations useful and […]

How Colombians Ingeniously Avoid Price-Gouging Cell Phone Providers

March 8, 2011

One of the first things you can’t help but notice in Colombia are all the vendors sitting in parks or street corners in plastic chairs handing out phones to customers to place a call. They are hard to miss since they sport lime green or orange vests, splattered with the names of the three major cell-phone […]

Self-Service Support: Are You Doing It Wrong?

March 7, 2011

Customer self-service certainly has its advantages: customers can find answers they need regardless of call center hours, without waiting for an agent to assist them, at remarkable cost savings to the company.  However, when an interactive voice response (IVR) system is poorly designed, hard to use, or inefficient, irritated callers either transfer to an agent […]

How Fruit Got On The Loom

March 4, 2011

They say Corporate America has no sense of humor. Are “they” right? Find out by following Write The Company—a consumer humor blog consisting of crazy consumer affairs and customer service letters about everyday products, services and brands … and what the companies behind them had to say about it.   Every Thursday, Zengage brings you […]

Guide to Tricking Voicemail Systems

March 4, 2011

The answer, as far as reaching a customer service rep by phone, for many companies, is “Maybe. If you want it bad enough.” While we use the Internet for many tasks precisely to avoid interacting with a human, there are times, usually when we are frustrated, flummoxed, and/or irate, when only a voice on the […]

Feedback Tab Redesign, New Metrics With GoodData, CSS Changes and Much More

March 4, 2011

Are You Making the Most of Customer Content?

March 3, 2011

Customer-driven content is an incredibly powerful tool that every company should be leveraging. Yet far too many companies, continue to ignore the great power of customer conversations, even as social media channels such as Facebook and Twitter have made two-way conversations with customers SO easy. Rich DiTieri is the owner of Pintley (as in pint […]

What Would a Passionate Community Manager Do?

March 2, 2011

If there is one single trait between communities that succeed and communities that don’t, it’s the passion of the person in charge. Even when communities are developed by amateurs (unpaid, but passionate hobbyists), they succeed because of the amateur’s passion. This means that the amateur in question is convincing when he or she reaches out […]

Infographic: How Happy Were Consumers With the Federal Government in 2010?

March 2, 2011

Spoiler alert! Customer satisfaction with government services isn’t that hot. In fact, citizen satisfaction with the Feds is at a measly 65.4, on a scale of 0-100, according to the 2010 American Customer Satisfaction Index. The ACSI measures happiness among American consumers. Here’s a look at how happy Americans were with government services last year. <a […]

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