How Intrapreneurs Grow a Grassroots CX Program
I have deep empathy and respect for intrapreneurs. I used to be one! I was a serial intrapreneur for a B2B SaaS company before founding …
Decoding B2B Customer Loyalty
“You see that?!” She spat the words, jabbing her finger towards the wall behind me. “That’s the kind of relationship I USED to have with …
9 Customer Support Survey Practices for More Responses and Tastier Insights
Let’s stop bombarding customers with boring customer support surveys that make them want to hurl their computers off a tall building and never check email …
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Before You Can Act on VOC, You Need A-C-T
Remember that feeling the first time you got really good Voice of Customer (VOC) feedback? Something that fundamentally changed the way you understood your customers? …
Don’t Put Your Customer Hat On
Have you ever been instructed to “put your customer hat on?” That may be bad advice. “Put your customer hat on” is a favorite line …
How to Design Support Services that Customers Actually Value
Customer Service and Support (CSS) organizations must differentiate on the customer experience to maintain customer loyalty and improve retention. As a CSS leader with limited …
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3 Power Questions for Customer Experience Interviews
Customer experience interviews generate the deepest insights into your customers feelings, thoughts, and behaviors. These insights empower organizations to design customer experiences that improve customer …
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3 Customer Interview Skills for Better Results
Interviewing customers requires skills that can be learned, honed, and mastered. Better skills = better results. The deepest insights spring from sincere conversations with customers …
The Work Week is Not Obsolete. Here’s Why.
Settled into new pandemic work-from-home routines, many knowledge workers are calling for the end of the traditional work week. Some discovered the joys of remote …
Crisis Communication Template – 7 Customer Questions and How to Answer Them
When the servers are down, the building is on fire, or your workforce is quarantined for a global pandemic, customers need information. Don’t scramble to …
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