Customer Happiness

The Complete Guide to Using Social Media for Customer Service

Ready to do something really groundbreaking and revolutionary in social media marketing? I’ve got just the thing: customer service. We talk a lot at Buffer about customer happiness, and it’s because we truly believe in it. Here’s how our Leo Widrich puts it: “Customer support is the very rare opportunity to connect to your customers [...]

Why Positive Encouragement Works Better Than Criticism, According to Science

I’ve written about positivity before, in terms of cultivating a positive outlook for yourself. What I want to write about today is cultivating positivity in your workplace, particularly if you’re a leader. By focusing on positive interactions with your employees and encouraging an upbeat emotional state as often as possible, you’ll be more likely to have a [...]

10 Customer Service Stories That Will Restore Your Faith In Humanity

Why are we as consumers so captivated by stories of great customer service? Perhaps it is because they serve as a much needed reminder that there are still companies out there who care about their customers. Every company says that their customers are their #1 priority, but stories show us that many businesses are ready, [...]

3 Easy Ways to Improve Your Company’s Email Support

“When it comes to creating customer happiness, better service is the answer…” Hands up: how many times have you heard that and thought, “Yawn…” We’ve all heard the same trite advice before. Although WOWing your customers time and time again (like Buffer continues to do) is important in creating a business people love, the “customer [...]

Measuring Customer Happiness at Buffer: December 2012

“Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong.” ~ Donald Porter, V.P. British Airways Well hello there! January has zipped by super fast but there’s just enough time left to share with you our third Happiness Report and dive into how we managed support during [...]

The 3 Psychological Triggers that Matter to Happy Customers

The customer of today is an “infovore.” Before doing business with you, a huge majority of customers will now use the information available on the web to find out a plethora of things about your company and your service quality. Transparency is the way the business world works these days, and it’s forced companies to re-examine [...]

Measuring Customer Happiness at Buffer: November 2012

“Customer service is not a department, it’s everyone’s job.” ~ Anonymous It’s hard to believe another month has skipped by and it’s already time for our second Happiness Report, where we examine how happy people are when using Buffer. The first one was already super insightful and we made a lot of changes with the learnings [...]

10 Simple Ways to Get More Customers Using Psychology

So here is a simple question, what do you need to do, to get more customers? The intuitive response that most would give to this topic (me included), are a good product, good marketing, good customer support and so forth. But what if we could actually look into our customers heads to truly understand how [...]