Culture
Great customer experiences require more than the right tools. It’s also about the people—your people.
Latest stories Page 21
Article The human approach to building better customer satisfaction surveys
A customer satisfaction survey is a simple, yet effective way to understand customer needs and behaviors.…
Article Break the fourth wall to transform customer experience
By breaking the fourth wall, businesses can pull people close to the brand, its mission and…
Article Writing condolences for a coworker
Writing condolences isn’t easy, especially for a coworker, but don’t be so afraid of writing the…
Article Like a boss: how to be angry at work and stay professional
Instead of bottling up your anger at work, learn how to use it as a catalyst…
Article The blurry line between fact and fiction
The lines between fact and fiction are fuzzier today than ever before. While stories do not…
Article Just be real: an Instagram star unfiltered
Essena O'Neill pulls back the curtain on her picture perfect life.
Article Management takeover: Gen Y takes charge
Look around your office and you're likely to see at least three generations at work. In…
Article The shameful trend of public shaming: a Q&A with author Jon Ronson
Is it okay to humiliate another human being—someone you only know from a single Twitter post?…
Article How to write great emails in the age of social service
There’s no denying that the Internet and social media are changing the way we all communicate.…
Article Use the right tone of voice to increase customer satisfaction
Merely using positive language in conversations (e.g., “thank you”) only has a 7% impact on a…
Article Starlee Kine doesn’t do small talk: a Q&A with the world’s coolest detective
Would you be friends with Sherlock Holmes? Sure, he’s a total genius and he gets into…
Article Not feeling it? Learn how to navigate the roadblocks to empathy
Science (and perhaps experience) tells us empathy is on the decline. But how much do we really know about empathy? Where does it live in the brain, and is it inherent to all people, or only to some? Can our capacity for empathy be enlarged?
Article How to trample an internet troll and come out on top
The relationship between an internet troll and their target is one of the most toxic relationships…
Article Shit support agents say
At least a few of these phrases are bound to sound familiar whether you're calling customer…
Article The relationship between customer loyalty and expectation
It’s easy to be in love with a brand when everything’s going well. When, for example,…
Article 12 funniest customer service scenes in film and television
Bad customer service—when you’re not at its mercy—can be pretty funny. We’ve all been there before,…
Article Can you hear me now? 5 surprising ways that phone support can fail.
As a customer service agent, you know what it takes to have a great customer phone…
Article The magic of a good business partnership: don’t start out as friends
Penn and Teller are a fantastic example of how business partners can be successful when their…