Culture

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

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The “I’m leaving my job” email that won’t burn bridges Article

The “I’m leaving my job” email that won’t burn bridges

You aren't going to stay at your job forever. So when you do leave, what do…

How to woo a work wife Article

How to woo a work wife

Having a work wife or a work husband can make your job more fun and less…

When the customer is wrong, make it right Article

When the customer is wrong, make it right

No matter if the customer is wrong or right, a concerned customer should motivate you to…

You make me a bad customer Article

You make me a bad customer

The customer may not always be right, but sometimes bad customer service creates bad customers. Companies…

No one is a stranger: harness the power of networking Article

No one is a stranger: harness the power of networking

The most successful people in the world realize that the more diverse their network, the more…

Restoring youth: tell stories, drink wine, and go on a bike ride with Ole Kassow Article

Restoring youth: tell stories, drink wine, and go on a bike ride with Ole Kassow

Do we start to disappear as we age? Ole Kassow says no. We just have to…

Don’t let bad phone support get in the way of a good relationship Article

Don’t let bad phone support get in the way of a good relationship

A woman calls home but gets the "hold shoulder" treatment from her parents in this funny…

The human approach to building better customer satisfaction surveys 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.…

Break the fourth wall to transform customer experience 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…

Writing condolences for a coworker Article

Writing condolences for a coworker

Writing condolences isn’t easy, especially for a coworker, but don’t be so afraid of writing the…

Like a boss: how to be angry at work and stay professional 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…

The blurry line between fact and fiction Article

The blurry line between fact and fiction

The lines between fact and fiction are fuzzier today than ever before. While stories do not…

Just be real: an Instagram star unfiltered Article

Just be real: an Instagram star unfiltered

Essena O'Neill pulls back the curtain on her picture perfect life.

Management takeover: Gen Y takes charge Article

Management takeover: Gen Y takes charge

Look around your office and you're likely to see at least three generations at work. In…

The shameful trend of public shaming: a Q&A with author Jon Ronson 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?…

How to write great emails in the age of social service 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.…

Use the right tone of voice to increase customer satisfaction 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…

Starlee Kine doesn’t do small talk: a Q&A with the world’s coolest detective 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…

Not feeling it? Learn how to navigate the roadblocks to empathy 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?

How to trample an internet troll and come out on top 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…