What does it take to deliver outstanding and above and beyond customer service? The simple answer we’ve found: An incredible understanding of how your customers think. Spending lots of time with your users and customers every day is one of the most important things I believe.

Interestingly, a lot of the time, delighting users and delivering happiness isn’t at the top of everyone’s to do list. Seth Godin put it more succinctly then I ever could in a recent post:

A few organizations have figured out how to turn customer service into a marketing opportunity and thus a profit center. They figure if they’ve got your attention, if they’re talking to you at a moment when you care a great deal, they can turn that into an opportunity to delight. And being delighted is remarkable and worth talking about.

Whilst we have also tried to do our best and write about giving the best customer service here on the Buffer blog, this time, we want to move away from the How To, and rather focus on just the listening part. What does it really take to be in your users or customers mind? How do they think? Our friends over at HelpScoutΒ (a great app we are using daily to deliver happiness for Buffer users) under the lead of content strategist Gregory Ciotti have done exactly that.

They have come up with a beautiful infographic giving you unique insights into your customers heads and how you can use them to make them even happier:


One of the things I’m trying to do as much as possible is to learn about other ways to understand more about users and customers. What are some of the things you have learnt over the past that made a difference interacting with a company?Β What was the absolute best experience you had in your life speaking to a company? Would love to hear your thoughts in the comments.

Source: HelpScout

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Written by Leo Widrich

Co-founder and COO at Buffer. I enjoy working on company culture, customer development and marketing. For more personal posts, check out leostartsup.

  • Hey Leo, I think you have the HelpScout link at the beginning of the article wrong πŸ™‚ Great info graphic, keep ’em coming.

  • LOVE IT! go Leo πŸ™‚ customer engagements that work is not trivia. you guys do it best.

    When a customer say he love the product, and share it publicly it’s the most amazing experience you can have.. i’m sure you get it a lot on buffer πŸ™‚

  • Its so true. My BEST ideas come from my customers. Great infographic. Very comprehensive. Thank you.

    • Very welcome, and I agree 100%, customers are a fantastic source for inspiration.

  • Haha gotta love emails from Mr./Mrs. DO-NOT-REPLY! Personalized post purchase messages sound like a great idea for delivering extra happiness and personalization to customers!

    • I know right? Such a friendly guy/gal/robot who hates meatbags


  • Expert Answers

    just sent this to my fellow directors…most of the items on here we have been doing without knowing we were doing them….maybe with a conscious effort we can do all of them rather than some….excellent article