Culture
Great customer experiences require more than the right tools. It’s also about the people—your people.
Latest stories Page 13
Article Squarespace’s Jessica O’Connell on customer support as brand ambassadors
Editor’s note: We’re extending International Women’s Day throughout the month of March to celebrate women in…
Article Informal leadership: Be the person at work that others look up to
Recently I was talking with a friend about his work situation. He’d worked with the same…
Article Dos and don’ts for marketing with memes
As ubiquitous as the devices we share them on, memes are here to stay—whether or not…
Article A strategy for using support data to create marketing content that works
The terms content and marketing go hand-in-hand, which is why, for many businesses, content can feel…
Article Is it time for your startup to form a customer advisory board?
A customer advisory board (CAB) is a highly specific animal, with a focused, strategic reason for…
Article How Not to Give a F*ck—the book that dares you to pick it up
Editor’s note: So much great business advice, so little time to read. That’s why each month…
Article 13 SFW questions to build better relationships
A few years ago, a study was released that most people remember, erroneously, as “The 36…
Article Choosing the right social impact activities for your brand
How do you attract top-notch talent, engage your staff like never before, bring in more customers,…
Article The role accents play in customer service
If you haven’t yet seen Sorry to Bother You, it artistically and absurdly illustrates the very…
Article Should D&I training be mandatory?
Racism embarrasses a major corporation; the company takes public steps to make amends; rinse, repeat. It’s…
Article How men can serve as allies for women in the workplace
When the sexual harassment allegations against Harvey Weinstein broke in late 2017 (though his behavior had…
Article Survey reveals that the agent experience should drive tool adoption
In the past 3-to-5 years, customer service leaders added an average of 8.6 tools to help…
Article Brené Brown makes the case for vulnerability in Dare To Lead
Editor’s note: So much great business advice, so little time to read. That’s why each month…
Article From geniuses to ninjas—why companies are branding their support teams
It’s Saturday. I walk up to the bar feeling cool and confident, but also anxious. Not…
Article Happiness at work depends on your perspective
Are you happy with your job? A lot of people aren’t. For several years, Gallup’s employee…
Article If you want customers to trust you, trust your agents to make them happy
Maybe I just caught him on a bad day, but John Tschohl, an expert on customer…
Article 5 productivity hacks anyone can do
Move over time and money, a person’s greatest asset in today’s rapid-fire world is the ability…
Article Customer service in the sharing economy: a delicate balance
The sharing economy is a whole new beast. This is the economy by which people use…
Article Stemming the loneliness epidemic one interaction at a time
As you’ve likely heard, there is an epidemic of loneliness going around. People feel profoundly disconnected…
Article The startup psychologist: It’s easy to bake your issues into your company
The entrepreneurial journey can be lonely, all-consuming, fraught with failure, and devastating to relationships. All the…