Culture

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

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Squarespace’s Jessica O’Connell on customer support as brand ambassadors Article

Squarespace’s Jessica O’Connell on customer support as brand ambassadors

Editor’s note: We’re extending International Women’s Day throughout the month of March to celebrate women in…

Informal leadership: Be the person at work that others look up to Article

Informal leadership: Be the person at work that others look up to

Recently I was talking with a friend about his work situation. He’d worked with the same…

Dos and don’ts for marketing with memes Article

Dos and don’ts for marketing with memes

As ubiquitous as the devices we share them on, memes are here to stay—whether or not…

A strategy for using support data to create marketing content that works Article

A strategy for using support data to create marketing content that works

The terms content and marketing go hand-in-hand, which is why, for many businesses, content can feel…

Is it time for your startup to form a customer advisory board? Article

Is it time for your startup to form a customer advisory board?

A customer advisory board (CAB) is a highly specific animal, with a focused, strategic reason for…

How Not to Give a F*ck—the book that dares you to pick it up Article

How Not to Give a F*ck—the book that dares you to pick it up

Editor’s note: So much great business advice, so little time to read. That’s why each month…

13 SFW questions to build better relationships Article

13 SFW questions to build better relationships

A few years ago, a study was released that most people remember, erroneously, as “The 36…

Choosing the right social impact activities for your brand Article

Choosing the right social impact activities for your brand

How do you attract top-notch talent, engage your staff like never before, bring in more customers,…

The role accents play in customer service Article

The role accents play in customer service

If you haven’t yet seen Sorry to Bother You, it artistically and absurdly illustrates the very…

Should D&I training be mandatory? Article

Should D&I training be mandatory?

Racism embarrasses a major corporation; the company takes public steps to make amends; rinse, repeat. It’s…

How men can serve as allies for women in the workplace Article

How men can serve as allies for women in the workplace

When the sexual harassment allegations against Harvey Weinstein broke in late 2017 (though his behavior had…

Survey reveals that the agent experience should drive tool adoption Article

Survey reveals that the agent experience should drive tool adoption

In the past 3-to-5 years, customer service leaders added an average of 8.6 tools to help…

Brené Brown makes the case for vulnerability in Dare To Lead Article

Brené Brown makes the case for vulnerability in Dare To Lead

Editor’s note: So much great business advice, so little time to read. That’s why each month…

From geniuses to ninjas—why companies are branding their support teams Article

From geniuses to ninjas—why companies are branding their support teams

It’s Saturday. I walk up to the bar feeling cool and confident, but also anxious. Not…

Happiness at work depends on your perspective Article

Happiness at work depends on your perspective

Are you happy with your job? A lot of people aren’t. For several years, Gallup’s employee…

If you want customers to trust you, trust your agents to make them happy Article

If you want customers to trust you, trust your agents to make them happy

Maybe I just caught him on a bad day, but John Tschohl, an expert on customer…

5 productivity hacks anyone can do Article

5 productivity hacks anyone can do

Move over time and money, a person’s greatest asset in today’s rapid-fire world is the ability…

Customer service in the sharing economy: a delicate balance Article

Customer service in the sharing economy: a delicate balance

The sharing economy is a whole new beast. This is the economy by which people use…

Stemming the loneliness epidemic one interaction at a time Article

Stemming the loneliness epidemic one interaction at a time

As you’ve likely heard, there is an epidemic of loneliness going around. People feel profoundly disconnected…

The startup psychologist: It’s easy to bake your issues into your company Article

The startup psychologist: It’s easy to bake your issues into your company

The entrepreneurial journey can be lonely, all-consuming, fraught with failure, and devastating to relationships. All the…