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How to reply to a customer asking #WhoMadeMyClothes — clearly & convincingly

by Sabine Harnau | Apr 22, 2021 | Customer Care, Highlight

A deep, detailed, difficult customer question never happens when it’s convenient. Many customer care teams enjoy the quieter times after Christmas and the Women’s Fashion Weeks. It’s a good time to take a holiday, roll out some much-needed training,...

Audience empathy for the win! — Why showing empathy to customers is so important

by Sabine Harnau | Apr 19, 2021 | Change, Conversion Copy, Customer Care

Few would disagree with the statement “empathy’s important.” (Except perhaps those who’ve read Against Empathy: The Case for Rational Compassion by Paul Bloom, and at that point I’d argue we’re getting perhaps a bit too far ahead of ourselves.) So, let’s start with a...

12 days to Christmas: survive & thrive during peak season

by Sabine Harnau | Dec 14, 2020 | Customer Care

Ah, December… The month of ‘hygge’: candle light, the scent of mulled wine and festive street decorations. — Or the month of frantic shopping sprees, missed deliveries and unplanned overdrafts. And for many customer care pros and business owners, a month...
These 10 Game-Changing Tips Will Help You Make the Most of Customer Reviews

These 10 Game-Changing Tips Will Help You Make the Most of Customer Reviews

by Sabine Harnau | Oct 22, 2020 | Customer Care

Looking for facts to help you get more customer reviews? We’ve assembled a list of 10 helpful facts for you from customer care experts such as Help Scout, Moz, Groove and CustomerSure. The 10 tips that made our list include what to do when you get a bad review, how to...
Marketing to co-creators: a customer support super power

Marketing to co-creators: a customer support super power

by Sabine Harnau | Oct 15, 2020 | Customer Care

Some famous slogans have inspiring back stories. The Victoria & Albert Museum (commonly called “the V&A”) in London is a good example. Sabine first came across the story of the V&A’s slogan in Paul Arden’s book, Whatever You Think,...
10 Proven Ways to Use Your Customer Service for Marketing

10 Proven Ways to Use Your Customer Service for Marketing

by Sabine Harnau | Oct 15, 2020 | Customer Care

“Customer service is the new marketing.” — Derek Sivers, founder of CD Baby That quote by Derek Sivers sounds great, doesn’t it? And yet, for many companies, service is… just service. Because when there aren’t enough hours in the day,...
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