Culture
Great customer experiences require more than the right tools. It’s also about the people—your people.
Latest stories Page 16
Article Improve customer rapport by mirroring
Agents can work to build customer rapport by adjusting to a customer's emotional state or way of communicating.
Article Stop exercising and start moving
I’m moving house in T-minus 10 days. So, yesterday, after assembling 35 cardboard boxes, dismantling two…
Article We’re not all leaders, but we all can practice emergent leadership
When you walk into a room, there’s no easy way to know who has the best…
Article Will you show up with your emotions, or send an emoji instead?
If you’ve tweeted, posted to Instagram, or texted in the past few days—and who among us…
Article Emojis at work: the good, the bad, and the legally binding
Emojis haven’t actually reshaped communication. I mean, they’re symbols meant to convey a message, and humans…
Article Your smartphone is making you stupid
Among the many life lessons my partner and I learned as we purchased and moved into…
Article Say it with an emoji. Yes, even at work.
Whether or not you it, modern communication often involves emojis or their predecessor, emoticons. They’ve even…
Article The unexpected customer service hero—we all have one
Once upon a time, when I was in a painful and difficult marriage, the city was…
Article Your mother was right, you are the company you keep
You have needs, I have needs, we all have needs—one of which, according to Maslow’s Hierarchy…
Article Watch your language: how word choice can sabotage workplace collaboration
When most people approach a consultant, it goes a little like this: “We have a problem.…
Article Don’t have kids, eat less meat, and other ways to save the world
Whose fault is it that glaciers are melting, oceans are becoming cooler and less salinated, “storms…
Article The kids are alright… but they don’t want your stuff
As our parents age, we move to a new phase of the parent-child relationship and accept…
Article Episode 24: Tasha Eurich on self-awareness
Organizational psychologist Dr. Tasha Eurich wants you to get serious about self-awareness. No, she doesn’t want…
Article Stampede no more: designing a Black Friday experience we all can get behind
I love roller coasters and I hate waiting in line to ride them. The day I…
Article The thrifting trend is making garage sales kinda cool again
There are only a couple things that will get my father to stand in line alongside…
Article Big box stores have everything but big customer service
Walking into a big box hardware store is a little like walking into a deserted castle…
Article Welcome to the wonder of the West Coast work culture
Out west, where the sun is unafraid to make itself known, weekends are consumed with outdoor…
Article Going global means learning to go local
When I hear the phrase “buying local,” I immediately conjure up images of farmer’s markets and…
Article How to make a soundtrack for your life
“Splish Splash” and the “Flying Purple People Eater.” The Beatles. Goth, goth, goth. Fugazi and Bikini…
Article 5 dating questions you should ask your customers
Customer relationships aren’t that different from your romantic ones. You spend time getting to know a…