eHarmony says 'I Do' to Customer Care

摘要

Few people have ever invited a customer service rep to their wedding. It's not a gesture most consumers would even consider. But eHarmony customers don't seem to think of it as being odd—the invitation simply serves as a thank- you to the agents for helping them find their perfect match. In fact, attending members' weddings is commonplace for the customer care agents of the online dating service. "It happens all the time," says Tony Yoshizawa, customer care supervisor. How is it possible that customers get to know eHarmony agents enough to extend a wedding invitation at a time when most companies aim to get customers off the phones quickly? The company's culture and practices—from empathy training to customer-focused metrics—are designed to foster relationships. And that culture starts at the top.