#BePresent: How Topspin Media Tackles Customer Support on Twitter
#BePresent: How Topspin Media Tackles Customer Support on Twitter
A little interview I did.
#BePresent: How Topspin Media Tackles Customer Support on Twitter
A little interview I did.
The best measurement of customer support is whether, after the interaction, the customer would recommend you to a friend. Time on the line, refunds given or the facts of the case are irrelevant. The feelings are all that matter, and changing feelings takes humanity and connection, not cash.
I really like this:
Vibram offered vouchers to customers who had unwittingly bought fake Five Fingers, so that they could buy the real product at cost price.
The company also put up a page on its website alerting customers, enlisted the help of bloggers and asked fans of its Facebook page to get the word out.
Within a year, the deluge of complaints from customers who had bought fake products slowed to a trickle.