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The Idiomatic Blog

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Products that win feel magical. Customer feedback provides the path to eliminating the friction disrupting that magic.

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Why your Customer Support Team should really be a Customer Experience Team

86% of customers say they will pay more for a better customer experience. As customers ourselves, this makes sense intuitively. I will happily pay a premium for a consistent, convenient and personalized experience. According to a recent PwC study, “73%... Continue Reading →

How Support can get a seat at the Product table

The first step of being heard by Product is actually putting yourself in their shoes to better understand their challenges. Imagine you’re busy compiling data from multiple stakeholders, it can be difficult to know who to listen to first. If... Continue Reading →

The Fallacy of “Listen to Your Customer”

96% of companies think it’s important to make their customers happy. That’s probably not a surprise to you —happy customers mean less churn, more referrals and higher growth rates. There’s no debate about the importance of making customers happy. But... Continue Reading →

AI for Customer Support: The Idiomatic View

Artificial intelligence technology is about to change customer support, to the great benefit of customers and the companies that serve them. This imminent evolution presents a major opportunity for customer support teams that are able to effectively leverage AI to... Continue Reading →

Simple KPIs to Transform Your Customer Support From a Cost Center to a Strategic Asset

Most Founders and CEOs grow a Customer Support team because they have to not because they want to. No matter how well a product is designed, customers wind up having problems and when they do, they prefer a company that... Continue Reading →

The Key to Scaling Customer Service the Smart Way

Before starting Idiomatic, I founded EAT Club, now the country’s largest online corporate lunch delivery company. In our first year, I personally fielded every customer service email and call, showering each customer with attention. Along the way, I got to... Continue Reading →

Getting started with tagging: a step-by-step guide to mapping the customer experience

Tagging can be a powerful tool for any customer support team. When done correctly, tags serve as a common language to communicate the customer journey at scale—when having one person keep in touch with every single customer is no longer... Continue Reading →

Idiomatic Bootcamp #2: Uber & Lyft Cancellation Fees (infographic)

My wife and I recently took a red-eye flight into Boston for our college reunion. We landed at 6am and were exhausted, so I decided to call an Uber rather than taking the subway. Six minutes later, my phone buzzed and informed me... Continue Reading →

Idiomatic Bootcamp #1: Why Uber’s new feature misses the mark (infographic)

Without a doubt, Uber is a business and social phenomenon. Despite being a magnet for controversy (e.g., cities forcing them out, lawsuits by drivers), Uber continues to thrive because it has created a magical experience for a large swath of riders. But, Uber's path to world domination / IPO requires continued growth, which means winning over more riders and fending off competitors. And the only way it can do that is to make sure an ever larger fraction of those who try Uber falls in love with the experience.

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