The Customer Support Weekend Roundup

Every week, there’s some great articles out there on customer support and the overall customer experience. Most of us working on support teams tend to be busy helping customers so we don’t have a chance to go scouring the web for them.

To fix that, I’ve got a brand new section of the Support Ops site with the customer support roundup. Each weekend, our team here will make sure you’ve got the best articles from the past week. Weekends are perfect for reading so it’s a good chance to see what might have been missed in the past week.

If you’ve got any articles or links that we’ve missed, make sure to let us know in the comments.

Grab that cup of coffee and dig in!

1. Don’t Lose your User Agreement in Court

The Zappos user agreement didn’t hold up in court. This interview shows the importance of that legalese and how to get it right.

Browsewraps are bad and, if you rely on them, you are simply asking to be defeated. Instead of browsewraps, you should tie agreement with your terms of use to a direct action and ensure it is clearly and plainly displayed

 

2. The New 4 Ps of Marketing

Time are always changing. I don’t think these are the only things you should pay attention to but they’re a great starting place for thinking about marketing in new ways.

Tthe growing influence of the Web has made these classic principles look a bit archaic in light of the new relationship that businesses have with customers.

In a day where customers seem to know everything about your business, the old marketing mix that the 4Ps offers is increasingly at odds with how business is done today.

 

3. Measuring Customer Happiness at Buffer

I’m always intrigued to see stats from other support teams. It’s helpful to see how well others are doing and compare yourself to them. From their numbers, the Buffer support team is rocking and rolling!

 

4. Forrester’s Top 15 Trends for Customer Service

I’ve pointed out several of these trends before but there’s some new gems in there too.

 

5. Interview with Southwest Founder Herb Kelleher

I’m a huge fan of what Southwest has done for setting the right company culture. This interview goes a little off the customer service / support topic but it’s a refreshing read from a great founder.

Did I miss one from this week? Leave a link to it in the comments or get in touch with me here. I’ll include it in next week’s support roundup!