Culture

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

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Improve customer rapport by mirroring Article

Improve customer rapport by mirroring

Agents can work to build customer rapport by adjusting to a customer's emotional state or way of communicating.

Stop exercising and start moving Article

Stop exercising and start moving

I’m moving house in T-minus 10 days. So, yesterday, after assembling 35 cardboard boxes, dismantling two…

We’re not all leaders, but we all can practice emergent leadership Article

We’re not all leaders, but we all can practice emergent leadership

When you walk into a room, there’s no easy way to know who has the best…

Will you show up with your emotions, or send an emoji instead? Article

Will you show up with your emotions, or send an emoji instead?

If you’ve tweeted, posted to Instagram, or texted in the past few days—and who among us…

Emojis at work: the good, the bad, and the legally binding Article

Emojis at work: the good, the bad, and the legally binding

Emojis haven’t actually reshaped communication. I mean, they’re symbols meant to convey a message, and humans…

Your smartphone is making you stupid Article

Your smartphone is making you stupid

Among the many life lessons my partner and I learned as we purchased and moved into…

Say it with an emoji. Yes, even at work. Article

Say it with an emoji. Yes, even at work.

Whether or not you it, modern communication often involves emojis or their predecessor, emoticons. They’ve even…

The unexpected customer service hero—we all have one Article

The unexpected customer service hero—we all have one

Once upon a time, when I was in a painful and difficult marriage, the city was…

Your mother was right, you are the company you keep Article

Your mother was right, you are the company you keep

You have needs, I have needs, we all have needs—one of which, according to Maslow’s Hierarchy…

Watch your language: how word choice can sabotage workplace collaboration Article

Watch your language: how word choice can sabotage workplace collaboration

When most people approach a consultant, it goes a little like this: “We have a problem.…

Don’t have kids, eat less meat, and other ways to save the world Article

Don’t have kids, eat less meat, and other ways to save the world

Whose fault is it that glaciers are melting, oceans are becoming cooler and less salinated, “storms…

The kids are alright… but they don’t want your stuff Article

The kids are alright… but they don’t want your stuff

As our parents age, we move to a new phase of the parent-child relationship and accept…

Episode 24: Tasha Eurich on self-awareness Article

Episode 24: Tasha Eurich on self-awareness

Organizational psychologist Dr. Tasha Eurich wants you to get serious about self-awareness. No, she doesn’t want…

Stampede no more: designing a Black Friday experience we all can get behind Article

Stampede no more: designing a Black Friday experience we all can get behind

I love roller coasters and I hate waiting in line to ride them. The day I…

The thrifting trend is making garage sales kinda cool again Article

The thrifting trend is making garage sales kinda cool again

There are only a couple things that will get my father to stand in line alongside…

Big box stores have everything but big customer service Article

Big box stores have everything but big customer service

Walking into a big box hardware store is a little like walking into a deserted castle…

Welcome to the wonder of the West Coast work culture Article

Welcome to the wonder of the West Coast work culture

Out west, where the sun is unafraid to make itself known, weekends are consumed with outdoor…

Going global means learning to go local Article

Going global means learning to go local

When I hear the phrase “buying local,” I immediately conjure up images of farmer’s markets and…

How to make a soundtrack for your life Article

How to make a soundtrack for your life

“Splish Splash” and the “Flying Purple People Eater.” The Beatles. Goth, goth, goth. Fugazi and Bikini…

5 dating questions you should ask your customers Article

5 dating questions you should ask your customers

Customer relationships aren’t that different from your romantic ones. You spend time getting to know a…