Culture

Great customer experiences require more than the right tools. It’s also about the people—your people.

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Sometimes it’s not what you say… but how you punctuate Article

Sometimes it’s not what you say… but how you punctuate

Is there a punctuation mark that you overuse? Chances are good there is, whether or not…

People, planet, profit: Peak Design’s Green Deal Article

People, planet, profit: Peak Design’s Green Deal

Peter Dering had to earn his eponym. His firefighter father and intrepid older brother always went…

3 questions to ask when choosing the right BPO for your brand Article

3 questions to ask when choosing the right BPO for your brand

When a company chooses a partner, the who and how are crucial. This is particularly true…

How to change the way you deal with change Article

How to change the way you deal with change

Editor’s note: So much great business advice, so little time to read. That’s why each month…

3 lessons from Betterment on building a customer-centric financial service Article

3 lessons from Betterment on building a customer-centric financial service

When Jon Stein graduated college in 2001, he knew he wanted to help people make better…

How startup Hello Alfred is scaling its people-first technology business Article

How startup Hello Alfred is scaling its people-first technology business

When best friends Marcela Sapone and Jessica Beck left their jobs in finance and consulting in…

As technology advances, we question what it means to be human Article

As technology advances, we question what it means to be human

Underneath questions about whether artificial intelligence can create works of art, or whether—and how—robots can take…

The best CX metric to drive your business Article

The best CX metric to drive your business

A meme going around pictured a Net Promoter Score survey question: How likely are you to…

Can we do better work and be happier? Max Yoder thinks so. Article

Can we do better work and be happier? Max Yoder thinks so.

Editor’s note: So much great business advice, so little time to read. That’s why each month…

When luxury customer service is no longer a luxury, but the norm Article

When luxury customer service is no longer a luxury, but the norm

If you own a private jet, you likely also use a scheduling and concierge service, and…

The psychology of rating: It’s hard, but better, to be honest Article

The psychology of rating: It’s hard, but better, to be honest

In 2014, China revealed a social credit system plan with the Chinese government, aiming to have…

The trust economy and why it’s okay to get a bad rating Article

The trust economy and why it’s okay to get a bad rating

Chances are, we tell our children, or we were told when we were young, not to…

From shopkeeper to “customer keeper”—how retail is shifting its focus Article

From shopkeeper to “customer keeper”—how retail is shifting its focus

Customers increasingly view a good experience with a brand as table stakes. And though creating positive…

How not to be an asshole when you talk to customer service Article

How not to be an asshole when you talk to customer service

Eye contact. A friendly smile. “Please,” “Thank you,” and other good manners. It sounds like common…

Regulating AI—a call for transparency and ethical use Article

Regulating AI—a call for transparency and ethical use

Artificial Intelligence (AI) is often considered a scary thing. It can–and has been–used to destabilize governments,…

Everyone can get service right—here’s how. A Q&A with Jeff Toister Article

Everyone can get service right—here’s how. A Q&A with Jeff Toister

It seems fair to say that getting customer service right—every time, for every customer—is right up…

Would you pay for customer service from a human? Article

Would you pay for customer service from a human?

I’ve been a Verizon customer for years. So I was shocked, a few months ago, when…

Why gendered language is everyone’s business Article

Why gendered language is everyone’s business

It was an upscale Indian restaurant near Central Park–”magnificent views of the park and upper Manhattan,…

Loonshots: Making room for innovation as your business scales Article

Loonshots: Making room for innovation as your business scales

Editor’s note: So much great business advice, so little time to read. That’s why each month…

Be an #A11Y—why inclusive design is good design Article

Be an #A11Y—why inclusive design is good design

Good design affects every aspect of our lives, from the tiniest interaction with our phones to…