Culture
Great customer experiences require more than the right tools. It’s also about the people—your people.
Latest stories Page 11
Article Sometimes it’s not what you say… but how you punctuate
Is there a punctuation mark that you overuse? Chances are good there is, whether or not…
Article People, planet, profit: Peak Design’s Green Deal
Peter Dering had to earn his eponym. His firefighter father and intrepid older brother always went…
Article 3 questions to ask when choosing the right BPO for your brand
When a company chooses a partner, the who and how are crucial. This is particularly true…
Article How to change the way you deal with change
Editor’s note: So much great business advice, so little time to read. That’s why each month…
Article 3 lessons from Betterment on building a customer-centric financial service
When Jon Stein graduated college in 2001, he knew he wanted to help people make better…
Article How startup Hello Alfred is scaling its people-first technology business
When best friends Marcela Sapone and Jessica Beck left their jobs in finance and consulting in…
Article As technology advances, we question what it means to be human
Underneath questions about whether artificial intelligence can create works of art, or whether—and how—robots can take…
Article The best CX metric to drive your business
A meme going around pictured a Net Promoter Score survey question: How likely are you to…
Article Can we do better work and be happier? Max Yoder thinks so.
Editor’s note: So much great business advice, so little time to read. That’s why each month…
Article When luxury customer service is no longer a luxury, but the norm
If you own a private jet, you likely also use a scheduling and concierge service, and…
Article The psychology of rating: It’s hard, but better, to be honest
In 2014, China revealed a social credit system plan with the Chinese government, aiming to have…
Article The trust economy and why it’s okay to get a bad rating
Chances are, we tell our children, or we were told when we were young, not to…
Article From shopkeeper to “customer keeper”—how retail is shifting its focus
Customers increasingly view a good experience with a brand as table stakes. And though creating positive…
Article How not to be an asshole when you talk to customer service
Eye contact. A friendly smile. “Please,” “Thank you,” and other good manners. It sounds like common…
Article Regulating AI—a call for transparency and ethical use
Artificial Intelligence (AI) is often considered a scary thing. It can–and has been–used to destabilize governments,…
Article Everyone can get service right—here’s how. A Q&A with Jeff Toister
It seems fair to say that getting customer service right—every time, for every customer—is right up…
Article Would you pay for customer service from a human?
I’ve been a Verizon customer for years. So I was shocked, a few months ago, when…
Article Why gendered language is everyone’s business
It was an upscale Indian restaurant near Central Park–”magnificent views of the park and upper Manhattan,…
Article Loonshots: Making room for innovation as your business scales
Editor’s note: So much great business advice, so little time to read. That’s why each month…
Article Be an #A11Y—why inclusive design is good design
Good design affects every aspect of our lives, from the tiniest interaction with our phones to…