Attended an excellent webinar today about crafting better customer experiences. Presented by Jeanne Bliss from Customer Bliss and hosted by Kayako. I’ve been a long-time reader of the Kayako blog because I enjoy their perspective on customer service. Jeanne presented some very interesting case studies that were excerpts of her new book: Would you do that to your mother?

How would your company act if every customer were your mom?

Jeanne Bliss, Customer Bliss

Customers want to feel known, and there are a lot of little ways to create real relationships by taking care of customers when they are feeling wary or vulnerable. Understanding when to be flexible in policies, when to go the extra mile, and above all how to approach the business relationship in an empathetic, human way.