We tend to expect great service wherever we go. It doesn’t matter whether we’re waiting in line at a movie theater, watching TV, or using software. This expectation puts a lot of pressure on companies, and unfortunately many are not able to handle it. Vitaliy Verbenko of Helprace (via Amity) lays out 10 mistakes companies often make in customer experience.
Having your Customer Success framework and metrics down to a science is great, but what is the ingredient that leads to true CS nirvana? Nick Mehta of Gainsight is here to give us a pep talk on why respect is the final piece.
This Week's Surprising Success: Bing, Microsoft’s failed attempt at a Google clone, is apparently not such a fail after all. After launching in 2009, the search engine is on track to generate $5.3B in revenue this fiscal year. And despite being Microsoft’s lowest-priority business, Bing makes 2.5x more on ads than Twitter and it’s yearly revenue may even top Windows PC sales.
This newsletter is curated byAlex Bakula-Davisfor your reading and CS pleasure. If you have any content you'd like to submit or suggestions, drop me a line!