Learning to Consider Others
It’s amazing the customer service insights I gain from raising my kids. We recently moved to a new neighborhood and are thrilled to have multiple […]
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Writing is About Paying Attention
Lately I’ve been working to be consistent on a couple writing initiatives that are helping me be more engaged in both life and work. Gratitude […]
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4 Customer Success Lessons Learned from a (Much Improved) Internet Installation
I’ve been critical of the cable companies many times on this blog but am thrilled that this isn’t one of those posts. After recently moving […]
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4 Good Reasons to Kill Email-Based Customer Support
This article was originally published on CustomerThink.com on August 23, 2019. Click here to read the original. I recently sat with a group of customer […]
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The Tale of Two Customer Service Responses
New state (California) and new city (San Diego) meant it was time to register my cars — and in the State of California, getting a […]
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What I learned about customer service from swimming with sharks
There’s that customer again. You recognize the name lurking in the queue. You’re not supposed to, but you skip their email. You bounce their phone […]
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Another Birthday Surprise. Coincidence? I Think Not!
Not long ago I was in the air somewhere between San Jose and San Diego when the Southwest flight attendant instructed everyone to close their […]
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6 Considerations for Building a Purposeful Quality Scorecard
This article was originally published on the ICMI Blog on July 18, 2019. Click here to read the original post. When I took a job […]
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Optimizing the Cancellation Experience: What’s the Right Amount of “Friction”?
This article was originally published on CustomerThink as my regular Advisor column on June 21, 2019. Click here to read the original post. In my […]
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5 Considerations for Creating a Multi-Channel Quality Management Form
This article was originally published on the MaestroQA blog on June 6, 2019. Click here to read the original post. If you had to choose, what would […]
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