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Customer Service Tales from the Experts

  • <p>"You've got to know your customers. Not just the demographics, but the psychology -- how they think when they're in your store." <a href="http://www.fastcompany.com/customer/2006/articles/grand-masters.html"target="_new">Read more</a>.</p>
  • <p>"That's all a lot of what customer experience is. I call it the 'Cheers factor.' People don't have to know your name, but there has to be that connection and recognition of your value as a customer and a person." <a href="http://www.fastcompany.com/customer/2006/articles/grand-masters.html"target="_new">Read more</a>.</p>
  • <p>"You expect great service at a great price when you're paying for it, like at a luxury hotel. I discovered a great customer experience in a place where you wouldn't expect it -- at traffic court." <a href="http://www.fastcompany.com/customer/2006/articles/grand-masters.html"target="_new">Read more</a>.</p>
  • <p>"Zappos' online shoe sales has an incredible return policy. You can return shoes at any time. It makes you feel so good. It's just a great customer psychic investment." <a href="http://www.fastcompany.com/customer/2006/articles/grand-masters.html"target="_new">Read more</a>.</p>
  • <p>"I have a story about good, old-fashioned service. Basics are basics. This was a shopping emergency, and recovery is a big part of service." <a href="http://www.fastcompany.com/customer/2006/articles/grand-masters.html"target="_new">Read more</a>.</p>
  • <p>"When a company mishandles something and it recovers with grace, it can create an even more loyal customer." <a href="http://www.fastcompany.com/customer/2006/articles/grand-masters.html"target="_new">Read more</a>.</p>
  • <p>"Information is power, my friend: what you shine a flashlight on, understanding what's going on." <a href="http://www.fastcompany.com/customer/2006/articles/grand-masters.html"target="_new">Read more</a>.</p>
  • <p>"People have forgotten teeny tiny things that really make the difference. It doesn't take a six-month course in hospitality to do that. You can do it from the goodness of your heart, just by looking for what people need and responding to it." <a href="http://www.fastcompany.com/customer/2006/articles/grand-masters.html"target="_new">Read more</a>.</p>
  • 01 /08

    "You've got to know your customers. Not just the demographics, but the psychology -- how they think when they're in your store." Read more.

  • 02 /08

    "That's all a lot of what customer experience is. I call it the 'Cheers factor.' People don't have to know your name, but there has to be that connection and recognition of your value as a customer and a person." Read more.

  • 03 /08

    "You expect great service at a great price when you're paying for it, like at a luxury hotel. I discovered a great customer experience in a place where you wouldn't expect it -- at traffic court." Read more.

  • 04 /08

    "Zappos' online shoe sales has an incredible return policy. You can return shoes at any time. It makes you feel so good. It's just a great customer psychic investment." Read more.

  • 05 /08

    "I have a story about good, old-fashioned service. Basics are basics. This was a shopping emergency, and recovery is a big part of service." Read more.

  • 06 /08

    "When a company mishandles something and it recovers with grace, it can create an even more loyal customer." Read more.

  • 07 /08

    "Information is power, my friend: what you shine a flashlight on, understanding what's going on." Read more.

  • 08 /08

    "People have forgotten teeny tiny things that really make the difference. It doesn't take a six-month course in hospitality to do that. You can do it from the goodness of your heart, just by looking for what people need and responding to it." Read more.