Terrific essay about good customer service.

Terrific story about going the extra mile in customer service.

John O’Nolan writes about how to approach cus tomer ser vice. Some ter rific advice and details on how to com mu ni cate and cul ti vate happy users.

"It brings me no pleasure to write this post. I understand as badly I think the team run Tumblr, I do not wish any harm or upset on them. I do think that their complete lack of care for their product should be known, so others do not make the same mistake I have. Frustrated with them and their service, I have finally succumbed to moving my blog to WordPress."

An argument for keeping tech support in house. It allows you to give your users the best possible experience.

Pretty cool story about how a support experience can be tremendous even if you don’t get your ideal choice.

Kelly Conway's ideas for revamping what call centers are capable of.

How selling glassware for $9.99 actually makes you a better designer as well. The easier it is for everyone to jump in and interact with users the better your product will be.

37signals gives some insight into how Smiley is working and what the data look like.

37signals has made the results from their smiley app public. Pretty cool piece of software.

Interesting tool MailChimp has developed for custom support via Twitter. The keyword analysis and hourly email summaries look nifty.

"If you are a service organization or have to deal with customers, there’s something here for you to learn: a customer with a problem is an opportunity. Empathize with them. Take responsibility. Do your best to resolve the issue. If you do that, you’ll tie the customer closer to you than others who never have a problem."

Great idea for analyzing language in support responses. Could be nifty in Automattic.

37 Signals built a customer-focused app in 24 hours. Pretty cool end result.

Good advice on documentation, user support, and making sure software and websites are displaying content in a user-friendly manner.