Culture

Great customer experiences require more than the right tools. It’s also about the people—your people.

Latest stories Page 14

One-minute meditations to help you reset Article

One-minute meditations to help you reset

It always sounds lame when someone tells you to deal with stress by taking a few…

Is it time to redefine wellness in the workplace? Article

Is it time to redefine wellness in the workplace?

Visit any number of tech, advertising or consulting companies at lunchtime and you’ll witness the impact…

Should you hire for potential and attitude, or experience? Article

Should you hire for potential and attitude, or experience?

Hiring can be an exciting yet challenging task. On one hand, hiring typically signifies expansion and…

What will we leave behind for the underrepresented in tech? Article

What will we leave behind for the underrepresented in tech?

Women are able to vote, drive, own property, pursue almost any career they want, raise a…

Tackling difficult topics head on: A conversation with Amy Gallo Article

Tackling difficult topics head on: A conversation with Amy Gallo

The author of the HBR Guide to Dealing with Conflict and a contributing editor at Harvard…

Navigating the 7 stages of the vendor relationship Article

Navigating the 7 stages of the vendor relationship

Our business relationships—the partnerships that help our businesses grow—can be a lot like our personal ones.…

Volunteering your skill set can have some surprising benefits Article

Volunteering your skill set can have some surprising benefits

Selfishness is underrated. Wait—hear me out! Giving, giving, giving is a surefire path to burning out.…

3 surprising ways to volunteer your professional skills Article

3 surprising ways to volunteer your professional skills

We see you, do-gooder. You’re a busy, talented professional, so lucky and you know it. You…

Jenny Dempsey teaches that your health is a unique ecosystem all your own Article

Jenny Dempsey teaches that your health is a unique ecosystem all your own

How many health and wellness listicles have you favorited? You know, those stories like: “5 foods…

The Empathy Economy: Care, so your customers will too Article

The Empathy Economy: Care, so your customers will too

I probably don’t need to tell you this, but trust is in short supply these days.…

From the field: Customer service skills you need today Article

From the field: Customer service skills you need today

If you’ve spent any time job searching in the last couple years, you may have noticed…

Innovation requires everyone in the band Article

Innovation requires everyone in the band

It would be amazing if every employee at every company was having regular eureka moments about…

4 ways customer support agents can make a career pivot Article

4 ways customer support agents can make a career pivot

Recently, while watching old episodes of The Office, I was reminded of the root basis of…

Changing the narrative on careers in customer service Article

Changing the narrative on careers in customer service

Customer service jobs have a reputation for being entry-level, means-to-an-end gigs that go nowhere. But in…

Take it from Zappos—holiday hiring is everything Article

Take it from Zappos—holiday hiring is everything

Though it’s only September, many companies are already deep into preparation for the upcoming holiday season.…

Founders are leaning in to service when launching customer-focused startups Article

Founders are leaning in to service when launching customer-focused startups

How startups can leverage customer feedback to build better relationships

Why high-HQ companies welcome back boomerang employees Article

Why high-HQ companies welcome back boomerang employees

Early in my career, I left a role to work for a competitor. It was my…

Take care of yourself, your team, and your customer—in that order Article

Take care of yourself, your team, and your customer—in that order

The four components of customer anger I outlined last week—the situation, its ramifications, baseline stress, and…

How to keep remote employees from feeling out of sight, out of mind Article

How to keep remote employees from feeling out of sight, out of mind

It’s no secret that the workplace of today looks dramatically different than it did a decade…

How to tell someone they’re wrong without pissing them off Article

How to tell someone they’re wrong without pissing them off

Whether you’re a freelancer, CEO, or clocking a 9-to-5 role, we’ve all been in those meetings…