Design and Content in Customer Service Excellence

Earlier this week at Customer UNinterrupted, stars in customer service from brands such as Whirlpool, T-Mobile, Zappos, CVS, and much more presented exciting successes and insightful lessons learned. Many of these stars emphasized a mix of contact centers and self service as key to their customer care strategy. (I’ll share more trends in another blog post soon.) To that point, I had the pleasure of giving this brief presentation, where I share my belief that design and content take customer self service from excruciating to excellent.