Adapting expectations for yourself and your customers
In the summer of 2021, I start planning a vacation to Hawaii. Counting down the days, it finally arrives. My first actual vacation since February […]
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How customer testimonial videos impact your VoC program
I just upgraded my iPhone from an 8 to the 13 Pro. I actually went into the store to make the change. Old school, I […]
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What the butcher at Ralph’s Grocery Store taught me about #CX
A vegetarian walks into the butcher section at her local grocery store… No, this isn’t the start of a joke. It’s what happened to me […]
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Recap with SignalVOC: Building a CX Function From Support
Recently I participated in a virtual event with the wonderful Mary Cleary of SignalVoC, a community that highlights CX leaders across Customer Success, Customer Support, […]
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“Oops! That shouldn’t be free!” How to recover from #CX goofs
The price for the fruit on my company’s ecommerce website was $0.00. Yeah, I (now) don’t think that looks right either. 12 customers thought it […]
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Your customer service “Oh Sh*t Kit”
Planning the bachelorette party for a dear friend, I knew that “Oh Sh*t Kits” are a must to include for the bride tribe. In each […]
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The course that almost didn’t happen: How I worked through imposter syndrome to create a course with Udemy
I just launched a Business Course with Udemy called Your Customer Service Toolbox: Best Practices for Beginners. Udemy is an incredible global online platform where […]
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Tooth be told: A customer experience about my teeth
I was 15 the first time my jaw got stuck open. My parents were probably delighted as I was unable to blab about school or […]
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This is my story about having an anxiety attack at work
How are you…really? I mean, REALLY? For 2021’s Mental Health Awareness Month, the National Alliance of Mental Health amplifies the message of “You Are Not […]
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How FruitStand delivers tasty fruit and customer smiles with Re:amaze
Caviar limes are a cult classic with FruitStand customers. Some purchase them every month, hooked on these pickle-shaped pinky finger-sized fruits. Slice them in half […]
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