What do great team members do?
“Don’t worry about, I’ll take care of it,” said my amazing team member on Friday night (props to @tcoffee). Just like that, a major roadblock to an upcoming project was gone and I didn’t have to do a thing. Great…
The Art of the Status Update
What I did, what I’m doing, and where I need help Delivering a status update is a tricky thing. It’s really easy to overwhelm people with too much information, to leave things unsaid when you need more detail, and to…
Can you measure customer happiness?
A recent post from the folks at the Buffer team got me thinking about the idea of customer happiness, and the ability to quantify it and measure it. In my experience, when you ask service providers if their customers are…
9 Rules for Being an Effective Mentor
photo by In my experience, having effective, talented, and knowledgeable mentors has been the most powerful startup accelerator that I know. The best mentors I’ve worked with do a lot of the things on this list. You can call these…
The “Thank You” Effect: Improving Service 1 Step at a Time
I’ve written here before about the effect that one person’s thank you had on me (thank you, Brad Feld!) I believe that “The Thank You Effect” is an example of a small action that prompts meaningful next steps to measurably…
How to hire Customer Service Superheroes
Say you’re going to start a company, and the first thing you want to do is provide amazing customer service. Are you going to hire the brilliant person who alienates customers? Or are you going to hire the friendly person…
The Customer Experience Report for Jan 26, 2013
Hello! I’m sharing insights about customer experience. Please let me know what you like, don’t like, and if you’d like to subscribe, you can get an email in your inbox here. The Customer Experience Report January 26, 2013 – An Occasional…
5 Customer Strategy Questions You Must Ask
Your customers are the most important part of your business – without customers, your company wouldn’t exist – and your customer strategy is best built by talking to those same customers. By asking them (and yourself) the questions that matter,…
Is Usability Feedback Free, as in Beer?
“Free as in beer” is an easy concept to understand: it’s a gift given to you at no cost with no expectations of you, and does not grant with it the way to change the production process (see HowToGeek for more discussion).…
