“A CX Moment With Calm” Along With 6 Other Recent Updates
I periodically have a variety of updates and resources that I’ve contributed to that I want to share on this blog. This won’t be a […]
Continue reading »Latest Posts
How to Optimize Zendesk to Deliver Both Effective and Efficient Customer Support
This article was originally published on CustomerThink and is being reposted with the permission of the editor. Click here to read the original post. Just […]
Continue reading »
5 Favorite Quotes from “Excellence Wins” by Horst Schulze
For those of us in the business of serving customers, when Horst Schulze, co-founder and former president of the Ritz-Carlton Hotel Company speaks, we listen. […]
Continue reading »
Lessons from the Slow Play
Lately, I’ve been partaking in a variety of different activities in my life that require a bit of a time commitment. These include home improvement, […]
Continue reading »
5 Essential Qualities of a Thought Leader
It was such an honor to be recognized as a top contact center and customer experience thought leader by ICMI for the seventh year in […]
Continue reading »
Stimulating Thoughts on Reducing Customer Friction
Who doesn’t love a good workaround? A system doesn’t work as expected, so we contact customer support and they say something like, “install this free […]
Continue reading »
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 […]
Continue reading »
3 Reflections From a Downright Easy Lego Experience
In a household with three elementary age boys, it may not come as a surprise that we’re inundated with Legos. In fact, I’m pretty sure […]
Continue reading »
Customer Service Lessons from Non-Customer-Facing Roles
I’m about six months into my role as Director of Customer Support at NumberBarn — and in this role, I have the pleasure of interacting […]
Continue reading »
That side of ranch impacts the customer experience
My favorite vegan fast food chain, Plant Power, makes delicious food. Their service is top notch with friendly team members and an upbeat, casual environment. […]
Continue reading »