Best Practices

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Increase efficiency, drive down cost, and improve customer satisfaction all at the same time

How can your organization increase efficiency, drive down cost, and improve customer satisfaction all at the…

Why Zipcar Gives Customers the Benefit of the Doubt Article

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,…

How fruit got on the loom Article

How fruit got on the loom

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

Your call is being recorded to ensure quality customer service Article

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…

Article

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…

Article

How Effective is the Money-Back Guarantee?

We’ve all heard it before: “Try it risk-free — or your money back.” By now, the…

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Three Models for Customer Engagement

Love your help desk. That’s been the Zendesk tagline since day one. Phrased by my co-founder…