Author
Kristin Smaby
Kristin Smaby started working on the front lines in technical support after receiving her undergraduate degree in mathematics. Kristin quickly advanced her career through a number of customer-facing roles in a variety high-tech companies, including a software tools vendor, a financial services firm, and a digital broadcasting company. Most recently, Kristin established the customer service practices and philosophy at TripIt and BankSimple.
Entries by Kristin Smaby
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Being Human is Good Business
Customers aren't shy about shouting their experiences, good and bad, to the world via Twitter and Facebook. When you see customer service as a cost center, you risk treating customers as a liability. Yet, customers are a valuable resource: their feedback is integral to shaping your product and building your brand. Customer service, by definition, is about serving people; it should be genuine, personalized, and compassionate, or, simply put, human.
