13 Insightful TED Talks on Great Customer Service to Learn From (2023)

13 Insightful TED Talks on Great Customer Service to Learn From (1)

TED proudly carries its ambitious slogan — Ideas Worth Spreading — for 35 years.

Over the decades, the conference has achieved global recognition and from the initial focus on technology has grown into a forum discussing all sorts of topics — from global warming to health issues.

James Cameron, Elon Musk, Stephen Hawking, Richard Branson, Bill Gates — you can find the names of these people among TED speakers.

Of course, among other topics, TED has often given the floor to speakers sharing — or, should we say, spreading — their ideas of optimizing business processes and, particularly, those related to customer service. Besides, even when the topic of the talk is not directly related to customer service, companies working in client-oriented industries might find useful and interesting ideas.

So, put your headphones on, and let’s listen.

Before digging deep into the workings of customer service, it’s better to understand what customers are like today, how they behave, and what they expect.

Joseph Pine, an author and speaker on management-related topics, talks about what consumers really want nowadays and how they demand authenticity. The talk is fifteen years old, but it still resonates.

Key statement:

“If you say you are authentic, you’d better be authentic”.

According to Joseph Pine, we are now living in the era of “experience economy” where customers value authentic experiences most of all. In customer service, being authentic may be one of the most important skills, as customers sense insincerity right away.

Video length: 14:19

This talk by John Gerzema, a CEO and social scientist, inspires a hope that the recent financial crisis has a positive side to it. Despite the direct damage, the crisis has reshaped consumer behavior making them more thoughtful in their purchases.

Key statement

“We can move from mindless consumption to mindful consumption”.

(Video) A Defining Time for Human Connection in Customer Service | Salena Scardina | TEDxFortWayne

John Gerzema believes that consumers are the main driving force of the economy today, as they are becoming better organized, more attentive to each other, and more critical to products and services, customer service, definitely, included.

Video length: 16:34

Some of the talks you will find below may seem to be far from describing customer service strategies or containing some golden rules of customer service. They may describe a crisis helpline operation or an experience of working in a shoe store. Still, each of these TED talks about customer service has more layers than you may see at first glance.

Sophie Andrews starts with sharing her own experience of calling a helpline. She believes that the call saved her life then. People calling helplines often need to be listened to more than they need actual help.

Key statement:

“Never ever underestimate the power of simple human connection”.

In customer service, being able to listen and emphasize is a great skill, especially if you work in a support team. Of course, customers want their problems resolved but they also want to be listened to.

Video length: 14:23

Celeste Hadley compiled her list of ten recommendations to improve your conversations from her experience as a radio host. However, her tips can help anyone working with people to make communication more engaging and productive. The secret ingredient is — you guessed it — being able to listen.

Key statement:

“Listening is, perhaps, the number one most important skill that you can develop”.

In customer service, good listening skills help you hear what your customer is actually saying — and what they are implying, too. Thus, learn to listen.

Video length: 11:44

In her talk, Laura Hockenbury gives some examples of good customer service proving that a truly brilliant service happens when both sides show a positive attitude to each other. For people, it is important to feel that they are being served by another human being capable of understanding and emotion.

Key statement:

When we acknowledge our own and others’ humanity, everyone notices”.

(Video) 'How I stole great customer service - with pride!' | Lisa Ekström | TEDxLundUniversity

The core takeaway from this TED talks customer service video is that companies might benefit from revising their concepts of organizing their team training shifting the focus to expressing human attitude.

Video length: 8:59

Anna Dolce, an entrepreneur and hospitality expert, demonstrates that the hospitality service, unfortunately, lacks hospitality. The personnel is just going through the motions with little true care of making customers comfortable. Introducing hospitality is what makes the business stand out.

Key statement:

Service without hospitality becomes a transaction”.

Anna Dolce’s recommendations can be useful in any customer-facing business.

Video length: 17:27

Best customer service companies stand out for a highly personalized approach to clients, even if serving them remotely — via email or live chat which you can easily do with the customer communication tool like HelpCrunch.

In this talk, David Bequette, CFO of a dietary supplement company, discusses the importance of building relations between businesses and customers. Service agents, being on the front line, are the most important players in this process.

Key statement:

Customer service is about building relationships”.

Great and honest relations between a company and its customers result in strong loyalty and viral promotions. It does not happen overnight but it is definitely worth the effort.

Video length: 12:12

Expanding on the idea of the previous TED talk on exceptional customer service, this video discusses the possibility of customers becoming friends of business. While such cases are rare enough, especially in large companies, the business can work towards making a customer feel cared for.

Key statement:

If you do business with the heart, you will have the most loyal customers in the world.”

(Video) My stroke of insight | Jill Bolte Taylor

Video length: 11:05

It is all about treating customers as mere sources of revenue or as human beings to be respected and understood. The difference is enormous, and the most important thing is that your client always feels these nuances.
Great customer relations translate into great customer satisfaction — it’s essential to measure this parameter, as well as your customer support team’s performance with reports.

Customer service is always a game of two players — agents and customers. An effective customer service team is a huge step towards your business success and customer satisfaction.

Patty McCord who used to be the Chief Talent Officer of Netflix gives a powerful talk on the importance of treating employees from the position of trust. Loosening the requirements and restrictions and relaxing the control over your team can result in improved efficiency.

Key statement:

When the managers have built great teams, customers are really happy. Those are the metrics that matter”.

In customer service, establishing a healthy environment in the team is critical. The job is stressful enough, and trusting the agents and treating them as equals can prevent them from burning out.

Video length: 5:03

In her TED talk, Diana Dosik notes that companies invest lots of money, time, and effort in researching customer experiences and building exciting customer journeys. At the same time, employees do not get the same attention. This situation has to change.

Key statement:

“Companies today just can’t afford that kind of ignorance of what their employees do and why. And, particularly, employees won’t tolerate that, either”.

Understanding the employees pays back with motivation and loyalty and, therefore, better productivity and efficiency. Any employee who feels respected and cared for will treat the company and its customers in the same manner.

Video length: 9:49

Tamekia MizLadi Smith gives her TED talk of confidence in customer service stressing the importance of training the personnel properly for exceptional and non-routine situations. Poor training will surely lead to escalations that could be avoided if the service agent had the required knowledge and understanding of the situation.

Key statement:

People are more likely to share information when they are treated with respect by knowledgeable staff”.

(Video) Tim Urban: Inside the mind of a master procrastinator | TED

Training human beings to communicate with human beings must be done by human beings — this is one of the central takeaways of this TED talk reminding us that no customer service training software can teach us why our work is important.

Video length: 8:10

Setting up stellar customer service is an investment. When you invest, you always want to know whether your investment is going to bring returns. Well, this investment, if done wisely, definitely will.

Lisa Ekstrom, head of the customer service department at Scandinavian Airlines, tells the story of how important it is to focus not only on unhappy customers but on happy ones, too. She points out that there are lots of great customer service techniques out there that you should not be afraid to try and adopt in your business.

Key statement:

You have to create a company culture where you are brave enough to stick out your neck and do something you haven’t done before”.

In customer service, you do not need to reinvent the wheel — just look around to see what works for others and make it work for you.

Video length: 14:58

John Bocuzzi, a marketing expert, gives a real-life example of how exceptional customer experience can beat all other marketing techniques. At the end of the day, it’s the experience that matters and makes customers come back for years and years.

Key statement:

They may forget what you said but they will never forget how you made them feel”.

Customer experiences may either kill your business or boost it. This is why it is so important to focus on the staff who are in direct contact with customers — and they might become your best brand promoters.

Video length: 8:20

Summing up all the insights from the TED talks on excellent customer service, we can single out the most important concepts that can help you build a great marketing strategy where the focus is on the customer:

  1. Know your customer (tip: today, customers are not what they used to be)
  2. Learn to listen.
  3. No matter how difficult the situation is, remain human.
  4. Treat your employees with the same care as you treat your customers.
  5. Do not be afraid to try new techniques.

From the practical aspect, we also recommend that you set up your customer service on a solid foundation of effective and reliable tools. When your work processes are intuitive and streamlined, your customer support staff will be able to focus on their primary goal — making customers happy — without worrying about the technical side of it.

At HelpCrunch, our main objective is to create a customer service environment that enables great communication, both reactive and proactive, and allows measuring your effort in hard figures and visual graphs. Give it a try — but don’t forget that truly great customer service is about care, empathy, and, most of all, trust.

(Video) Putting Everyday Life on Trial | Anubhav Bassi | TEDxRGNUL

Disclaimer: This article first appeared on the HelpCrunch blog at https://helpcrunch.com/blog/ted-talks-customer-service/


What are the 3 most important things in customer service? ›

Essentially, the 3 important qualities of customer service center around three “p”s: professionalism, patience, and a “people-first” attitude. Although customer service varies from customer to customer, as long as you're following these guidelines, you're on the right track.

What are the top 5 most viewed TED talks? ›

  • Ken Robinson – How schools kill creativity. ...
  • Simon Sinek – How great leaders inspire action. ...
  • Brené Brown – The power of vulnerability. ...
  • Jill Bolte Taylor – My stroke of insight. ...
  • Pranav Mistry The thrilling potential of SixthSense technology. ...
  • Dan Pink – The puzzle of motivation. ...
  • Dan Gilbert – The surprising science of happiness.
2 days ago

What are the 10 most popular TED talks? ›

The 10 Best TED Talks Of All Time
  • Susan Cain – 'The Power of Introverts' ...
  • Amy Cuddy – 'Your Body Language May Shape Who You Are' ...
  • Tim Urban – 'Inside the Mind of a Master Procrastinator' ...
  • Hans Rosling – 'The Best Stats You've Ever Seen' ...
  • Brian Cox – 'Why We Need the Explorers' ...
  • Dan Pink – 'The Puzzle of Motivation'

What are the 4 P's of customer service *? ›

Promptness, Politeness, Professionalism and Personalization: these 4 characteristics are the key ingredients to any successful service interaction, and when you think about it, they are the basics you expect to receive as a consumer.

What are the 3 A's in customer service? ›

The three A's are for when you mess up—and that's why they're so hard for most businesses to swallow, because business people tend to like to avoid the hard part: apologizing. But here's where you get the magic formula, and it goes like this: acknowledge, apologize, act.

What are the 3 as of awesome TED Talk? ›

Pasricha says making such a bold transition would have required his parents to live by what he calls the “3 A's of Awesome”: having a good attitude, a great level of awareness and an authentic personality.

What is the most watched TED Talk ever? ›

It was one of the original six talks posted on TED.com and it has, over the years, become our most-watched video with 13.5 million views. Sir Ken Robinson's talk from TED2006, “Ken Robinson says schools kill creativity,” is truly a juggernaut.

What is Brené Brown's most famous TED Talk? ›

Brown hosts the Unlocking Us podcast, and her 2010 TED Talk, "The power of vulnerability," is one of the most viewed talks in the world.

Who is the most watched speaker on TED com? ›

#NameTotal TED talk Views
1Brené Brown67,874,050
2Simon Sinek68,562,075
3Amy Cuddy60,720,729
4James Veitch87,856,830
21 more rows
Dec 7, 2021

How many TED Talks have been banned? ›

TED has no formal bans on any topic.

What is inspiring TED talk? ›

If you're looking for a source of motivation, inspiring TED Talks or any other kind of inspirational talk can be a great way to get it. Inspirational or motivational speeches are designed to help us take action. The speaker strategically uses persuasive speaking strategies to encourage their listeners to act on a goal.

What is the main motto of TED talk? ›

TED Conferences, LLC (Technology, Entertainment, Design) is an American-Canadian non-profit media organization that posts international talks online for free distribution under the slogan "ideas worth spreading".

What is the main message of TED talk? ›

Our goal is to inform and educate global audiences in an accessible way. Scientists, researchers, technologists, business leaders, artists, designers and other world experts take the TED stage to present “Ideas Worth Spreading”: valuable new knowledge and innovative research in their fields.

How can I improve myself in customer service? ›

How to improve customer service
  1. Empathy, patience, and consistency.
  2. Adaptability.
  3. Clear communication.
  4. Work ethic.
  5. Knowledge.
  6. Thick skin.
  7. Identify common ground.
  8. Practice active listening.

How can one improve customer service? ›

How to Improve Customer Service
  1. Understand customer needs. ...
  2. Seek and promote customer feedback. ...
  3. Set and communicate clear service standards. ...
  4. Delight your customers by exceeding their expectations. ...
  5. Capture and share examples of great service. ...
  6. Create easy and effortless customer service. ...
  7. Personalise your customer service.

How do you drive customer excellence? ›

By putting your customer at the centre of everything the company does, you'll ensure that you're delivering the product or service that they need. Doing that will help you achieve long-term customer satisfaction which, in turn, means you're better able to maintain a sustainable competitive advantage.

What are the 5 A's in customer service? ›

The 5 A's: Apologize, Acknowledge, Appreciate, Act, Audit. Apologize to the customer: If the customer is calling and they are upset, the first thing you should do is apologize.

What are the 4 key needs a customer has? ›

The four key customer needs
  • A fair price.
  • A good service.
  • A good product.
  • To feel valued.
Aug 31, 2020

What are the 5 A's used for building a customer? ›

Named by Dr. Philip Kotler, the five stages (Awareness, Appeal, Ask, Act and Advocacy) allow marketing and sales professionals to create a map of the customer's needs and priorities during the different parts of their purchase process.

What is the most viewed TED Talk of all time and why? ›

The most viewed TED Talk is “Do Schools Kill Creativity?” by author and educator Sir Ken Robinson, from February 2006.

What is the difference between TED Talks and TED Talks? ›

The only thing you have to decide is which to watch first, leading many first-time viewers to ask, “What's the difference between TED and TEDx Talks? Essentially, TED Talks are aimed at a global audience while TEDx talks are designed for smaller, local audiences.

How much do TED Talk speakers get paid? ›

What do you pay speakers? TED does not pay speakers. We do, of course, cover travel costs and provide excellent hotel accommodation -- as well as a covetable pass to all five days of TED. Most speakers stay for the whole conference, soaking up the talks and connecting with other attendees.

Can you watch TED Talks for free? ›

Download the TED app on your smart TV and access more than 3,000 talks for free, in stunning HD.

What was the very first TED Talk? ›

The very first TED conference in 1984 featured a demonstration of the compact disc, an e-book reader, and a presentation by fractal mathematician Benoit Mandlebrot.

What is Brené Brown's favorite quote? ›

You are imperfect, you are wired for struggle, but you are worthy of love and belonging.” Remember: Love should come from within. Here are some self-love quotes that will make you feel like a million bucks.

How do I stop my thoughts from controlling my life? ›

Practice mindfulness meditation and breathing exercises. Include positive affirmations in your self-talk rather than put-downs. Take a pause during your day to slow your mind down. Avoid things that trigger negative thoughts, like scrolling through social media.

Who is the female motivational speaker on Netflix? ›

With humor and empathy, Brené Brown discusses what it takes to choose courage over comfort in a culture defined by scarcity, fear and uncertainty. Watch all you want. Researcher Brené Brown has written five best-selling books, and her TED Talk is one of the most watched in the world.

Do you have to memorize a TED Talk? ›

TED-style talks are delivered without notes, from memory. THEY ARE NOT, as some people think, spontaneous; far from it! They are scripted and carefully rehearsed, often for months (or famously, in Susan Cain's case, for a year). In contrast, most business presenters use notes to deliver their speeches.

Who is the youngest TED Talk speaker? ›

Kiara is a child prodigy. She is the youngest TEDx speaker – at age five, she gave a talk on 'Unboxing Curiosity' in India on Children's Day on 14 November 2021. She also holds the record for Youngest Non-stop Book Reader, having read 36 books in 105 minutes at an event hosted by the Guinness Book of Records in London.

Why is it called TED Talks? ›

A TED talk is a recorded public-speaking presentation that was originally given at the main TED (technology, entertainment and design) annual event or one of its many satellite events around the world.

What is the controversy about TED Talks? ›

This week, TED sparked controversy over a talk on income inequality that organizers decided was too partisan to post online and made news (well, at least in these quarters) for the convening of TEDxMogadishu — the conference's most extreme location yet.

What does TED stand for? ›

TED stands for Technology, Entertainment, Design — three broad subject areas that are collectively shaping our world.

How do I ace a TED Talk? ›

The next time you have a speaking engagement, try these tips to deliver your message like a TED Talk presenter:
  1. Know your audience. ...
  2. Keep it simple, especially if you're going to give a talk to a general audience. ...
  3. Emphasize connection over content. ...
  4. Be authentic. ...
  5. Diversify your delivery. ...
  6. Shake it up. ...
  7. Stick to your points.
Feb 1, 2017

Is TED Talk a motivational speech? ›

TED Talks began in 1984 with the mission of “spreading ideas.” Since then, a single conference has blossomed into a flurry of ideas that inspire and motivate people from all over the world to achieve more and dare to do great things.

What are the core values of TED? ›

Core Values
  • Respect for ethical values,
  • Integrity, solidarity and mutual respect,
  • Progressive and secular institutional position,
  • Excellence in teaching and research,
  • Robust and integrated quality culture,
  • Partnership and cooperation spirit,
  • Stakeholder participation,
  • TED tradition.

What makes our life good TED Talk? ›

In his TED talk, “What makes a good life? Lessons from the longest study on happiness,” Waldinger says that while many young people tend to think that fame, fortune, and hard work will bring them happiness, it's actually our social connections that are most important for our well being.

Where good ideas come from TED Talk summary? ›

The main message of the book in two sentences:

Both evolution and innovation thrive in collaborative networks where opportunities for serendipitous connections exist. Great discoveries often evolve as slow hunches, maturing and connecting to other ideas over time.

What are the most popular TED Talks? ›

  • Ken Robinson – How schools kill creativity. ...
  • Simon Sinek – How great leaders inspire action. ...
  • Brené Brown – The power of vulnerability. ...
  • Jill Bolte Taylor – My stroke of insight. ...
  • Pranav Mistry The thrilling potential of SixthSense technology. ...
  • Dan Pink – The puzzle of motivation. ...
  • Dan Gilbert – The surprising science of happiness.
2 days ago

Why are TED Talks 18 minutes? ›

We ask that you keep talks within a time limit of 18 minutes to uphold TED's celebrated format of concise and enlightening talks. This short talk model works, since it only demands the audience's attention for a short period of time. In fact, some of our greatest TED Talks have been as short as 5 minutes long!

Does the TED Talk effective what makes it effective? ›

The TED Talk Difference

What drives the presentation is a clear and raw expression of passion from the presenters who have the liberty to express their real feelings while they are at it. TED Talks are also interactive; this means the audience can be an active part of the presentation eliminating any form of boredom.

What are the 3 important aspects of customer service and why? ›

Principles of good customer service. Listening, understanding your customer's needs, thanking the customer and promoting a positive, helpful and friendly environment will ensure they leave with a great impression. A happy customer will return often and is likely to spend more.

What are the 5 key elements of excellent customer service? ›

5 key elements of excellent customer service
  • Patience. Whether you are dealing with distressed customers or perhaps customers who are letting out their anger, it is important not to fold under the pressure. ...
  • Engage. Show an interest in your customers by engaging with them. ...
  • Knowledge. ...
  • Honesty. ...
  • Respect.

What are the 3 main components of customer experience? ›

Discovery, Engagement, and Delivery are the three main components of Customer Experience.

What are the 3 key things you will do to ensure 100% customer delight? ›

Many businesses in the sales and service industries aim to achieve customer delight.
Here are five techniques to ensure customer delight:
  • Understand customers. ...
  • Improve training. ...
  • Provide access to support services. ...
  • Ensure accessibility of customer service records. ...
  • Practice active listening with customers.
Dec 22, 2022

What is the most important part of good customer service? ›

Clear Communication Skills

This may seem obvious, but you'd be surprised how many customers struggle to communicate with their customer service representative. In fact, 33% of clients say that efficiently answering questions is the most important skill that a customer service agent can have.

What is the most important factor in customer service? ›

Empathy is the ability to sense and understand the emotions of others. It's essentially putting yourself in the emotional shoes of the customer. Many will argue that empathy is the most important customer service skill out there.

What is the 7 C's of customer? ›

The 7 C's of customer relationship management are customer centricity, company culture, customer experience, customer data, customer journey, consumer experience, and consumer expectation.

What are the 4 most important customer service elements? ›

The 4 most important elements of excellent customer service
  • Respond in a timely manner. ...
  • Respond knowledgeably. ...
  • Communicate with customers where they are. ...
  • Streamline your process.
Apr 17, 2020

What are the four A's of customer experience? ›

This approach is organized around the values that matter most to customers: Acceptability, Affordability, Accessibility and Awareness.

What are the six pillars of customer experience excellence? ›

Customer experience can be described using six pillars of customer experience: Personalization, Integrity, Expectations, Resolution, Time and Effort, and Empathy. The maximum value that can be assigned to a pillar is 10.

What is customer experience in one word? ›

Customer experience, or CX, is the overall perception a customer has of your brand after interacting with your business across the buyer's journey. From marketing, to sales, to customer service – CX is the sum of all touchpoints and can impact a customer's decision to return to your brand.

What are the 5 keys to fully know customers? ›

Understanding the customer journey
  • 1) Building the business case. ...
  • 2) Identifying the channels. ...
  • 3) Acquiring the data. ...
  • 4) Joining the dots. ...
  • 5) Measuring effectiveness. ...
  • Non-existent. ...
  • Beginner. ...
  • Intermediate.
Mar 31, 2017

What are the 3 R's of customer loyalty? ›

Here we explore the “Three Rs”: Rewards, Relevance, and Recognition, a mnemonic coined by marketing executive Paulo Claussen, that can help brands understand key elements of strong and effective loyalty programs.

What are 5 ways to keep customers happy? ›

How to keep your customers happy
  • Listen to them. ...
  • Know your industry better than anyone. ...
  • Reward loyal customers. ...
  • Create ongoing, engaging content. ...
  • Be transparent. ...
  • Respond promptly to feedback. ...
  • Commit to innovation. ...
  • Anticipate their needs.


1. After watching this, your brain will not be the same | Lara Boyd | TEDxVancouver
(TEDx Talks)
2. 3 ways to create a work culture that brings out the best in employees | Chris White | TEDxAtlanta
(TEDx Talks)
3. We Are All Different - and THAT'S AWESOME! | Cole Blakeway | TEDxWestVancouverED
(TEDx Talks)
4. How great leaders inspire action | Simon Sinek
5. The skill of self confidence | Dr. Ivan Joseph | TEDxRyersonU
(TEDx Talks)
6. Be humble -- and other lessons from the philosophy of water | Raymond Tang
Top Articles
Latest Posts
Article information

Author: Edwin Metz

Last Updated: 06/08/2023

Views: 6164

Rating: 4.8 / 5 (58 voted)

Reviews: 89% of readers found this page helpful

Author information

Name: Edwin Metz

Birthday: 1997-04-16

Address: 51593 Leanne Light, Kuphalmouth, DE 50012-5183

Phone: +639107620957

Job: Corporate Banking Technician

Hobby: Reading, scrapbook, role-playing games, Fishing, Fishing, Scuba diving, Beekeeping

Introduction: My name is Edwin Metz, I am a fair, energetic, helpful, brave, outstanding, nice, helpful person who loves writing and wants to share my knowledge and understanding with you.