The Metrics Obsession that’s Killing the Customer Experience
We’re obsessed with metrics. We have a greater capability to measure business performance than ever before. But is the customer experience getting any better?
Customer Support
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 again.
How to Design Support Services that Customers Actually Value
By researching the customer’s perception of service value, you can understand which service elements to invest in – and which to scale back.
The Work Week is Not Obsolete. Here’s Why.
The work week is not obsolete, because business is not about the work itself – it’s about serving customers.
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 structure an effective message during an emergency. Use this crisis communication template to answer the seven questions your customers are asking.