Transform Customer Service into a Customer Insight Machine
This article was originally published on CustomerThink.com on June 9, 2017 as part of my regular advisor column. Click here to read the original article. […]
Continue reading »Latest Posts
Customer Support Metrics, Scaling, and Soft Skills
I’ve had a number of opportunities recently to contribute customer service and customer experience content to other blogs and want to share them. Here they […]
Continue reading »
Breaking the Ice Episode #20: Clothing & Resilience w/ Justin Robbins
Episode #20 is a good one. We are so pleased to break the ice with Justin Robbins. He’s the Group Director of Content and Community […]
Continue reading »
3 Slices of Advice When Taking an Escalated Customer Service Call
You sense an energy shift. The air stiffens as a silent hush falls over the room. A tapping of a finger on a desk echoes. […]
Continue reading »
3 Tools to Better See What Your Customers See
This article was originally published on the FCR blog on June 23, 2017. Click here to read the original. Have you ever interacted with a […]
Continue reading »
Outside In: Aligning Ourselves With Our Customers’ Obsessions
This article was originally published on the FCR blog on June 21, 2017. Click here to read the original. I was recently going through some […]
Continue reading »
Breaking the Ice Episode #19: Travel and Internal Customer Service with Nicole Scalese
In episode #19 of Breaking the Ice, we welcome our friend Nicole Scalese. She’s in charge of partner development at Intermedia and is a world […]
Continue reading »
Does “No Problem” Belong on the Stop Words List?
This article was originally published on the FCR blog on June 15, 2017 and received a lot of great comments on both sides of the […]
Continue reading »
3 Creative Ways to Say Thank You to Your Customer
We’re constantly inundated with stories of customer service gone wrong. We not only hear about it from the media but also from friends and family […]
Continue reading »
Breaking the Ice Episode #18: Weird Jobs & Training with Evan Watson
In Episode #18 we are joined by Evan Watson, Documentation Specialist at the AICPA and friend of ours from the weekly #ICMIChat on Twitter. First […]
Continue reading »