Customer service is more than just answering emails – it’s relationship-building in practice.
Here you’ll find experiences, philosophies, and tools for creating real value in every customer interaction – before, during, and after the purchase.
Customer service is not about responding the fastest or following a script. It is about listening, showing empathy, solving problems, and treating every customer with respect. These 10 commandments of great customer service provide practical principles for creating better customer experiences, building trust, and turning satisfied customers into loyal advocates.
People don’t buy services – they buy what those services give them. Not baggage handling, but peace of mind. Not transport, but presence. Learn why great marketing focuses less on features and more on the emotional payoff – the benefit behind the benefit – and how this shift makes customers far more willing to say yes.
We speak up when something is bad, but when things run smoothly – we often stay silent. Maybe it’s not about how often we give praise, but how we give it. Because it’s only when praise is specific and given in the moment that it truly leaves a mark – both on the one who receives it, and the one who gives it.
Psychological research shows that small, unexpected positive experiences can have a greater impact on our mood than larger, predictable gestures. This is often referred to as 'The Delight Factor'—a key concept in customer experience research known as 'Customer Delight'.
Did you know that 55% of customers prefer to interact with businesses via messaging apps to get faster service? A chatbot can respond to inquiries within seconds – offering a significantly quicker experience than waiting on the phone or for an email reply.
Har du lagt merke til hvordan enkelte ansatte alltid finner noe nyttig å gjøre, selv når alt virker stille? Forskning viser at ansatte som tar initiativ, selv når det er stille perioder, ikke bare bidrar til egen produktivitet, men også inspirerer kollegene rundt dem til å være mer proaktive.
A closer look at the real differences between B2B and B2C. While businesses and consumers may seem like completely different markets, both are ultimately driven by people seeking trust, simplicity, and solutions to their challenges. This article explores why the gap between B2B and B2C is shrinking and why the growing B2H (Business to Human) mindset may be more relevant than ever.
It’s often only when we reflect on our experiences that we realize how valuable they can be in other areas— including our professional lives.
I’ve always believed that flexibility is a strength, not a weakness. When we let go of rigid perspectives and become willing to understand each other, even the most stuck situations can find new direction. Because negotiation is rarely just about words – it’s about listening, understanding, and finding solutions together.
