Culture

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

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As technology advances, we question what it means to be human Article

As technology advances, we question what it means to be human

Underneath questions about whether artificial intelligence can create works of art, or whether—and how—robots can take…

The best CX metric to drive your business Article

The best CX metric to drive your business

A meme going around pictured a Net Promoter Score survey question: How likely are you to…

Can we do better work and be happier? Max Yoder thinks so. Article

Can we do better work and be happier? Max Yoder thinks so.

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

When luxury customer service is no longer a luxury, but the norm Article

When luxury customer service is no longer a luxury, but the norm

If you own a private jet, you likely also use a scheduling and concierge service, and…

The psychology of rating: it’s hard, but better, to be honest Article

The psychology of rating: it’s hard, but better, to be honest

In 2014, China revealed a social credit system plan with the Chinese government, aiming to have…

The trust economy and why it’s okay to get a bad rating Article

The trust economy and why it’s okay to get a bad rating

Chances are, we tell our children, or we were told when we were young, not to…

From shopkeeper to “customer keeper”—how retail is shifting its focus Article

From shopkeeper to “customer keeper”—how retail is shifting its focus

Customers increasingly view a good experience with a brand as table stakes. And though creating positive…

How not to be an asshole when you talk to customer service Article

How not to be an asshole when you talk to customer service

Eye contact. A friendly smile. “Please,” “Thank you,” and other good manners. It sounds like common…

Regulating AI—a call for transparency and ethical use Article

Regulating AI—a call for transparency and ethical use

Artificial Intelligence (AI) is often considered a scary thing. It can–and has been–used to destabilize governments,…

Everyone can get service right—here’s how. A Q&A with Jeff Toister Article

Everyone can get service right—here’s how. A Q&A with Jeff Toister

It seems fair to say that getting customer service right—every time, for every customer—is right up…

Would you pay for customer service from a human? Article

Would you pay for customer service from a human?

I’ve been a Verizon customer for years. So I was shocked, a few months ago, when…

Why gendered language is everyone’s business Article

Why gendered language is everyone’s business

It was an upscale Indian restaurant near Central Park–”magnificent views of the park and upper Manhattan,…

Loonshots: Making room for innovation as your business scales Article

Loonshots: Making room for innovation as your business scales

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

Be an #A11Y—why inclusive design is good design Article

Be an #A11Y—why inclusive design is good design

Good design affects every aspect of our lives, from the tiniest interaction with our phones to…

How to keep remote agents engaged—and empowered Article

How to keep remote agents engaged—and empowered

Back in the heady ’60s, the gap year industry sprouted as Baby Boomers considered different ways…

The power of women-built brand experiences Article

The power of women-built brand experiences

Who designs the culture we live in? It’s everybody, right? We all contribute. Except that when…

Not all great customer experiences are convenient Article

Not all great customer experiences are convenient

In retail, creating a positive customer experience can mean a great many things, including offering bells…

More than metrics: What VCs are looking for in a SaaS startup Article

More than metrics: What VCs are looking for in a SaaS startup

Most startups are hungry for investment from venture capitalists (VCs)—for the funds, but also for their…

How does your office stack up? The new norm in workplace perks Article

How does your office stack up? The new norm in workplace perks

According to the Bureau of Labor Statistics, perks like healthcare and paid days off weren’t even…

Beyond bonuses: what motivates Millennials, Generation X, and Baby Boomers Article

Beyond bonuses: what motivates Millennials, Generation X, and Baby Boomers

How often do you recognize or reward your team for their work? Unlike our new bot…