The Reuters Customer Service and Experience West conference made a return trip to San Diego, California on April 21 and 22 and I was privileged to attend with a couple of my NumberBarn colleagues. As far as conferences go, it was a fairly intimate gathering with a few hundred contact center and customer experience (CX) […]
When a conference about customer service and customer experience(CX) is hosted in your backyard and a friend offers you a complimentary pass, you attend. And thus I jumped at the opportunity to geek out with customer service and experience experts at the Reuters Customer Service and Experience West 2025 conference on April 29 and 30 […]
“I’ve had the same phone number for years. I recently switched providers and didn’t know that I could keep my previous phone number, is it possible to get that number back?” Many people don’t realize that they are the legal owners of their active phone numbers. So when you change providers, you get to decide […]
One of my kids recently had a “coming of age” birthday, and with it, my wife and I felt it was time that he had a phone. You know – so we could more easily communicate with him, track his whereabouts and enable him to spend his time at school not paying attention to his […]
We have a longstanding tradition at NumberBarn of coming together in our office once a week to meet, discuss company happenings, celebrate our wins and share a meal together. We call this meeting, Community Corral. My description is a bit oversimplified. You can learn more about the format of our weekly meetings in this series […]
There’s nothing worse than heading out on that big adventure or trip of a lifetime and discovering that you forgot to pack underwear, a tube of toothpaste, or something else. I’m pretty sure you weren’t planning to interrupt your full itinerary to find a store to purchase that essential item. Ugh! Few things are more […]
“Were you satisfied with the support you received? Please complete this short survey to help us improve our customer service.” The fact is that we’re all inundated with survey requests just like this one from every company we do business with. (And NumberBarn is no exception. We too ask our customers to rate their experience […]
As someone who has worked in customer support for a lot of years, one of my favorite questions to ask my peers in the industry is, “What are the seasons for your company?” In the context of a business, seasonality refers to those times that tend to be busier and require more staff to handle […]
Like clockwork, when we turn our calendars to the month of November, it’s as if there’s something in the air that prompts us to be thankful. And thankfulness so often touches on a range of topics — including things like personal health and wellbeing. But then, it’s only natural that our thoughts also extend to […]
Fact: your customers don’t want to talk to you. They don’t want to call, chat, email, text, tweet, or any of the myriad other ways they might be able to reach your company. Think about it. When’s the last time you called the cable company because you wanted to? The customer of the cable company […]
One of my true passions in life is fly fishing. Shortly after renting A River Runs Through It and becoming completely enamored with the beauty of Brad Pitt’s shadow casting, I picked up an old fly rod at a garage sale and was forever hooked. Fast forward a few decades and I recently had the […]
Take a moment to consider all of the businesses that have recently asked you to complete a survey. I was taken aback when my kids’ swim school surveyed me after just one lesson. Truly, it’s a go-to customer feedback method for so many companies. But they shouldn’t be the only way we listen to customers. […]
I was first introduced to the concept of making meaningful connections with customers several years ago while attending a webinar hosted by the customer support leaders at Zappos. Zappos, of course, is the company that the late Tony Hsieh made famous for being a service company that just so happens to sell shoes. The idea […]
At the end of every NumberBarn customer interaction, we send our customers a survey asking them to tell us whether or not they were satisfied with the service. This may come as a surprise to you that we read every comment, good or bad, and we respond to every dissatisfied customer. Why do we do […]