In my experience, successful organizations do a few things right when it comes to people. Not only do they do a great job attracting, discovering, and retaining people, they do a great job at “catching people doing something right.” What…
When talking to people about customer service, I often hear them discuss the idea of the “Voice of the Customer.” Ideally, this might mean “knowing exactly what this customer wants and needs and can tell us about their service experience.”…
You’ve probably been to your competitor’s web site recently and reviewed the content they are sharing for first-time and seasoned customers. And have you been to your own Support Site recently to do the same? There are a few things…
You should fix all the broken things in your product. You avoided some decisions in the past or made some decisions you might now choose to change, and now these broken things are still there. Your customers see this accumulated…
The single most important thing you can do to increase customer value is to follow up on the things you said you would you do the last time you talked to the customer. In the eyes of the customer, it’s…
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…
