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Some of the best ideas throughout the company's evolution have been from places all throughout the company whether it's an engineer or someone on the customer support team. Just different areas around the company.
Sep 24, 2025
Treat customer support as a product.
It's much harder to provide a great customer service than I would have ever realised. It's much more art than science in some of these other areas and not just about the facts but about how you are conveying them.
If your users have many questions, it's a failure of your primary site design. It becomes not so much customer support, as much as customer complaints.
The entire customer or user experience - from raising awareness, to buying a product / taking action, to getting customer support - is going digital.
Software: These programs give instruction to the CPU, which processes billions of tiny facts called bytes, and within a fraction of a second it sends you an error message that requires you to call the customer-support hot line and be placed on hold for approximately the life-span of a caribou.
Nobody cares how much you know, until they know how much you care.
Know what your customers want most and what your company does best. Focus on where those two meet.
The goal as a company is to have customer service that is not just the best, but legendary.
Every contact we have with a customer influences whether or not they'll come back. We have to be great every time or we'll lose them.
The purpose of a business is to create a customer.
Quality in a service or product is not what you put into it. It is what the client or customer gets out of it.
Loyal customers, they don't just come back, they don't simply recommend you, they insist that their friends do business with you.
Do what you do so well that they will want to see it again and bring their friends.
Unless you have 100% customer satisfaction, you must improve.
The longer you wait, the harder it is to provide outstanding customer service.
Customers don't expect you to be perfect. They do expect you to fix things when they go wrong.
In the world of Internet Customer Service, it's important to remember your competitor is only one mouse click away.
Customer satisfaction is worthless. Customer loyalty is priceless.
If you do build a great experience, customers tell each other about that. Word of mouth is very powerful.
A customer is the most important visitor on our premises, he is not dependent on us. We are dependent on him.
A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so.
Your most unhappy customers are your greatest source of learning.
As a young designer explained to me bluntly: "Everyone upstairs is dumb," referring to the floor above the engineering lair at the 156 University office where customer support, administrators and salespeople sat. My first impulse was to laugh at his ridiculous, blithe dismissiveness, until I realized that it wasn't very funny.
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