Great Customer Service XL

the only sustainable differentiator

The Steve Jobs Theory of Customer Relations - Joshua Gans - The Conversation - Harvard Business Review

Put simply, this is another way of crowd-sourcing customer feedback. In an age where the flow of information to large corporations might be overwhelming and noisy, it creates incentives for obtaining higher quality and timely information. For some corporations, a twitter account is playing this role. For Apple, the CEO is an active part of the game.

http://blogs.hbr.org/cs/2010/12/customer_relations_from_the_to.html

Why customer service matters

Customers shouldn’t just think of your business as a place to buy a product or use a service—it should be a fun place to be! Making customer service key to your organization will keep your employees motivated and your customers happy, ensuring enduring loyalty, business success, and most importantly, a more fulfilling and meaningful experience for al

http://www.livemint.com/2010/11/08203327/Why-customer-service-matters.html?h=B

How I Did It: Best Buy's CEO on Learning to Love Social Media - Harvard Business Review

Mostly, though, I tend to focus on the positive aspects of social networking. I get asked all the time, “How are you going to monetize this?” I think that’s the wrong question. The right question is “How am I going to deepen my relationship with customers and employees and deepen the conversation that goes on where they are?” Right now social networks are an important part of the answer. Today when people buy a new device, they often “crowdsource” advice by asking for recommendations on Twitter or Facebook. That practice will become more and more influential over time.

http://hbr.org/2010/12/how-i-did-it-best-buys-ceo-on-learning-to-love-social-media/ar/1