Customer

What can your business do about customers who are reluctant to part with their money? First, it helps to stop seeing these customers as “cheap” or…

Ever felt that small nagging need to check your work email while you’re on vacation? “I’ll get too behind,” you think. “What if it’s important? What…

As these support team meetings iterate, often they begin to lose their focus and become more about showing up, than about knowledge share and…

One question I’m often asked is what hiring assessments do I recommend for screening customer service employees. I’m always cautious about these, as…

A Guide to Writing Customer Service Emails Despite the rise of social media, live chat services and chatbots, email is still one of the most…

4 Dimensions of Customer Trust Put simply, high trust is a dividend; low trust is a tax. In fact, in our increasingly low-trust world, trust has…

Think about a time in your life when you felt most included. What was going on, and how did it feel? Now take a minute and think about a time in your…

Do you look at your customer success process and think “Yeah, good enough”? If so, it’s very far from actually being good enough.See, the goal of…

LinkedIn Learning has just released a new edition of my Customer Service Foundations course. It’s a training video designed to help people learn the…

One of the most basic ingredients for successfully improving the customer experience is actually providing opportunities for interaction. It’s…