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Channel: Andy McIlwain @ andymci.com » Customer Service
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Web Marketing, as taught by the Apple Store

Seeing as we’re approaching Black Friday (happy thanksgiving, my American friends!), and Apple will soon open their new Grand Central location, today seemed like a great time to make this post. Want...

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Engage with your customers, where the customers are.

Customer portals are great for power users but casual users, who make up the majority of any user base, simply aren’t going to click away from what they’re doing to go to another site. via The era of...

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Scaling support doesn’t mean losing the human touch.

“Scaling your customer service doesn’t mean losing the numbers, or even losing the human touch. It does mean that a certain subset of customers who prefer to self-serve get their answers faster and...

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