Everyone who spoke at UserConf 2012 was passionate about (great) customer service, but Chase Clemons may be the one who spends the most personal time on it.
By day Chase does customer service at 37signals…by night (or cigarette breaks, or something) he’s the writer of Support Ops, an awesome blog all about customer support. I highly recommend it.
Chase’s UserConf talk is both a great list of things the 37signals customer service team has tried AND a great reminder that you should never accept the status quo. As he says: always try new stuff.