Collection edited by Mark Howson

Customer (Dis)Service

Articles on improving customer experience, tales of best and worst practices and personal stories and anecdotes to make service better.

The Apple falls far from the tree
Stop comparing yourself to Apple…
CaliAbdul in Customer Advocate3 min read
Cineworld don’t get it.
A tale of allocated seating and feedback-blindness.
Mark Howson in Customer (Dis)Service7 min read
Promises Not Fulfilled
Does Time Warner Cable Tell the Truth, and YES I KNOW I AM NOT GETTING A TABLET.
Andrew B.5 min read
Why Servicing Clients is King
The truth about who really puts food on your table
Jennifer Ruh @Jen_Ruh2 min read
Real Gasholes*
Sunday afternoon at Koon’s Ford
Andrew B.5 min read
Hire Tour Guides Instead Of Travel Agents
How to improve your company’s customer service efforts
David Horne3 min read
Delighting your hidden prospective customers
What if you’re already interacting with your future customers but don’t know it?
Joanna Holman2 min read
Your “Great” Customer Service, Just Got Taken to School
These guys are seriously Sick!
YourCard2 min read
Always Two Problems
what a broken printer taught me about customer service
magee5 min read
Against Feedback
You can’t outsource self-reflection
Leslie Campisi3 min read
Maintenance for Services
Lessons that service providers can learn from the industry in order to restore, understand and impress.
Luis Alt in Service Innovation5 min read
Corporate guidelines vs the workers
Guidelines that don’t work and inconvenience, disrespect and make things inefficient.
Dennis Buizert2 min read
Getting and Giving Excellence
The art of service
Mike Boyd4 min read
Networking with your customers
You know your customers
YourCard2 min read
Good Service, Bad Service, Good Service
The saga of working with the Answer Desk crew at the Microsoft store (Part 1).
Andrew B.7 min read
How Customer Support, Done Right, Fuels Improvement Throughout The Business
Crowdsourcing Business Improvements from Customers
George Baily23 min read
Dear Customer, Suck It.
The Time Warner Cable Mission Statement
Adam Pittenger6 min read
How to Effectively Share Knowledge Online
A dozen articles that share useful insights and practical guidance
Robert Norris4 min read
So, What is Customer Experience?
Since I decided to start a website to allow me to practise typing quickly and see which of my Facebook friends were the best at feigning…
John Sills8 min read
Don’t bite the hand that serves you
The customer is never right. Ever.
Russell Ferguson4 min read
Keep it simple, Subway
Some thoughts on focused design
Andrew Turk8 min read
Top 3 Reasons Why Your First Job Needs To Be in Customer Service
Why You Should Work in Customer Service at some point in your life?
Samantha Chua3 min read
Let’s cut the crap: Twitter is not good for Customer Service
In a world where appearances matter more than reality, what’s the truth about complaining in 140 characters or less?
Michael Klanac3 min read
I hate Help Desk software
We have not heard back from you regarding this request, thus, we have marked it as Solved.
Martin Schurrer2 min read
Consumer Complaint Resolution Company, Sht Lst, Debuts App During SXSW
SXSW marked the Austin-based startup’s first public appearance since releasing the beta version of its proprietary web application in…
Comnio2 min read

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