Mike Dupuy

How to Measure (and Improve) Customer Happiness

How to Measure (and Improve) Customer Happiness Decades ago, when business was mostly done in person or over the phone, it was easier to grasp a customer's satisfaction level. Happy customers smiled and said, “Thanks, see you next time.” Happy customers shook your hand and...

How to Elevate Customer Support from Within

Historically, Customer Support has been undervalued. It's been considered a cost to companies rather than a driver of revenue, like Sales or Marketing. After all, it's easy to measure the value of a sale or a lead. It's harder to understand the impact of a...

The Psychology of Customer Support: Why People Love Live Chat

Tap Tap-tap. You hear that? Fingers on a phone screen. Tap-tap-tap-tap. That’s angst. That's the sound of a customer — a young person named Alex — looking for help. She's anxious because her problem is time-sensitive. She wants to handle...

How Chewy Built a Billion Dollar Company Based on Customer Experience

"Every time I order through chewy I am blown away by the speed and quality of the service." "I have never come across such an understanding company and one so willing to help and give advice." "I think Chewy is the best thing since sliced…

5 Awesome Contact Center Culture Lessons From an Arizona State Prison

Every year, companies like LinkedIn, Glassdoor, and Indeed put out lists of the top places to work. From hammocks and ping-pong tables to fully stocked break rooms and rooftop zen gardens, it may seem like company culture is directly tied to the amount of...

11 Contact Center Metrics You Need to Be Tracking

Your contact center is your primary method of customer service: one of the first lines of defense when it comes to connecting with customers, sorting out their problems, and ensuring that they have everything they need to be satisfied with your business. In order...

How to Keep Your Customers Coming Back

In today's competitive marketplace, how can you encourage customers to stay loyal to your brand and products when there are so many choices available? You have to provide an outstanding product, of course, and it must be appropriately priced, but there are a lot...

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