Founder are in search of “yes”. All day. Every day. That’s just how it goes. Whether you’re dealing with a potential cofounder, early employee, investor, or your first batch of customers, you are looking for the elusive “fuck yeah!”
Our friend Mercer Smith-Looper has been mentoring CX Leaders for years. In 2021 she opened the door and started a CX Leaders Peer Group with the goal of having CX Leaders share ideas and learn from each other. In this post she shares the key trends, hopes, fears and dreams that come up during these group sessions.
The other day, I had a really trying conversation with an online retailer. I’d tried to purchase something and, in the crossed wires of COVID-19, the package never arrived.
Customer service management (CSM) refers to how companies facilitate customer interactions. Here’s how your CSM strategy can improve your customer support.
Starting a CX team from scratch? Program Director Kyle Medutis shares three steps to building a solid relationship with product teams and getting customer pain points on the roadmap.
How many times have you canceled a one-on-one with your manager? How many times has your manager postponed yours? How many times have you rescheduled one with an associate?
“Mental health includes our emotional, psychological, and social well-being. It affects how we think, feel, and act. It also helps determine how we handle stress, relate to others, and make choices. Mental health is important at every stage of life, from childhood and adolescence through adulthood.”
Companies today are ever-evolving, and nothing stays the same for long. Change happens all around us, from technology to how you handle privacy, learning and development updates to improving your customer experience.
To optimize your conversions, track these four key SaaS customer service metrics. Here’s why these metrics matter, how to calculate them, and how to improve them.
When you use omnichannel customer service, your customers don’t have to repeat themselves even when changing communication channels. Here’s how it works.
By thoughtfully implementing escalation management practices, you can make sure customer issues come to the associates that are best equipped to handle them.
In this guide, we’ll share what customer service outsourcing is, when it’s appropriate to consider outsourcing your customer service, and provide several tips for making your outsourcing experience a success for both your customers and your business.
