Jeremy Watkin

A Review Of “The Cult Of The Customer” By Shep Hyken

How many of you enjoyed writing book reports when you were in grade school? I would say I was generally indifferent toward them...

A Rash Of Good Customer Experiences Lately

Do you ever feel like you're on a good run when it comes to customer experience? We've talked at length about the importance...

The Putting A Name With A Face Kind Of Customer Service

I have worked on a customer service team for almost 13 years now and I think I can count the number of times I've...

Monday Motivation: Be A Smile Collector

We recently had the pleasure of adding some great new customer service representatives to our team. One of them, Monica, brought in Banana...

Customer Experience Lessons From Taylor Swift

In a post several months ago we established that I am a Taylor Swift fan and at this point there's absolutely no turning back....

Jenny, Your Much Needed Reminder Caused My Flight To Be Delayed

I just read Jenny's blog post entitled "A Much Needed Reminder" and couldn't help but respond. I was in Indianapolis over the weekend and...

Proactive Customer Service At Project Pie

I was recently turned onto a new restaurant in San Diego called Project Pie. Like you, my initial reaction when hearing about it...

I Can Feel The #Delllove!

I recently used the 24/7 chat support @Dell to ask a relatively simple question about some computers we are looking to buy for the...

Why I Tipped The Singer Guy At PDX

I am by no means a heavy business traveler however, my work does take me up to Eugene, Oregon every so often. From...

Introducing Darren’s Law

If you've worked in a call center for any length of time you know that trying to coordinate any form of a meeting is...

Awesome Is In The Eye Of The Beholder

To illustrate a point this week, I asked our customer service team to each send me an image that best exemplified the word "AWESOME."...

Building A Customer Service Team Of Experts

At my house, I call the plumber often and let me tell you how the process usually goes down. I'll have a plumbing...

When I Say Empathy, This Is What I Mean

I had my wisdom teeth extracted a week ago and the two words I have learned you don't want to hear in relation to...

My Last Post About Cars

My experiences with auto parts stores of late are well documented on this blog and if you believe the title of this post, think...

Customer Service Nightmares

What thoughts go through your head when you hear particularly negative feedback from an employee or customer? Think of the plethora of emotions...

Conference Review: Customer Experience Exchange West Coast

I was recently invited at the last minute to attend the Customer Experience Exchange conference by IQPC held in my own back yard. ...

Repeat After Me. To Assume Makes An

Sunday was Mother's day and I'm reminded of a simple yet powerful lesson my mom taught me when I was growing up. I...

Monday Motivation: Whose Team Are You On?

It's so easy in the world of customer service to develop an us versus them mentality. Heck, in companies it's just as easy...

redbox Delivers A Top Notch Customer Experience

When I was growing up, my dad loved to rent movies but we were never a Blockbuster family. We always opted to rent...

Lessons In Serving From The Movie “Click”

I'm going to keep the introspection train rolling today after a terrific post by Jenny entitled "Contagious Customer Service Starts With A Smile." As a...

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