Culture
Great customer experiences require more than the right tools. It’s also about the people—your people.
Latest stories Page 21
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…
Article How to woo a work wife
Having a work wife or a work husband can make your job more fun and less…
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…
Article You make me a bad customer
The customer may not always be right, but sometimes bad customer service creates bad customers. Companies…
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…
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…
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…
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…