Because newsletters can be fun

David Meerman Scott and the Real-Time Customer Relationship

November 10, 2010

Marketing guru David Meerman Scott credits the Grateful Dead, and their long-standing policy of letting audience members record their concerts, with first turning him onto the possibilities of “real-time” marketing.  The author of the BusinessWeek bestseller “Real Time Marketing & PR” spoke with Zengage about the necessity for companies to use social media, and why […]

Do you benchmark your customer service? You should. Here’s why.

November 9, 2010

[Update: Since we wrote this blog post, we’ve launched the Zendesk Benchmark. Check it out to learn how your support stacks up against your peers]. Compare Your Performance Benchmarking is an opportunity to measure how your performance compares to that of your peers and competitors. It’s also a way to see whether your organization is reaching […]

How LEGO Designs a Customer’s Experience

November 8, 2010

Below is an amazing graphic produced by LEGO that it calls the “experience wheel,” designed, in this particular example, for a flight out of London’s Heathrow airport to New York City. Pretty cool, right? And even better, it’s not too difficult for other organizations to map out something similar. Really, it’s just about asking the […]

How Nordstrom’s Online Inventory Is Saving Homecoming (Among Other Things)

November 8, 2010

Imagine you’re a 14-year-old girl, and you’ve finally been asked to the homecoming dance. Now, you need a dress. It can’t be a dress that anyone else will be wearing. It has to be strapless, with a black tulle overlay, and appear as if it could have been stolen from Lauren Conrad’s closet. It has […]

Wine in a Box (a Giant, Automated Fancy Box)

November 8, 2010

Buying wine, for many, often involves some level of ritual. Think of picking up the bottle, holding it in your hand, examining the label up close. Those who do their buying in wine shops relish the opportunity to chat with staff about terroir and appellation. Other times, buying wine might be a more harried experience, […]

Cloud Computing Is Saving the Earth

November 5, 2010

So the scalability, better performance, lower cost arguments that all favor cloud computing is still not striking the kind of power chord in small businesses that Microsoft would like. So it went and issued a study that makes an even more compelling argument:  the potential to lower one’s carbon footprint by a whopping 90 percent! […]

Would You Pay for Good Customer Service?

November 5, 2010

Ok, let’s just go there. There are lots of different ways to think about customer service, but at the end of the day, we all know what people really and truly care about: getting the job done as quickly and painlessly as possible. So, what if customers had the option to pay cold hard cash […]

It’s Tough Running an Airline

November 5, 2010

As the world swings into holiday travel mode, we can’t help but think about how our excitement at traveling afar to see beloved friends and relatives is often absolutely trounced by the trials and tribulations that come with having An article in the Wall Street Journal notes that passenger complaints against airlines has risen by 32 […]

Without the Toy, What Makes a Happy Meal a Happy Meal?

November 5, 2010

The San Francisco Board of Supervisors has effectively banned toys from the McDonald’s Happy Meal: The measure doesn’t ban toys from being served with all meals. Instead, restaurants can give toys out with meals if the food and drink combined add up to less than 600 calories and under 35% of the calories come from […]

See Things More Clearly With ScreenSteps Desktop

November 4, 2010

No matter the medium, a picture has always been worth a thousand words. And these days, a picture’s worth is more accurately estimated in the millions, especially when it comes to help desk software and customer support. This is why we are happy to announce ScreenSteps Desktop for Zendesk, which allows Zendesk users to quickly […]

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