Last time in this space, we discussed the power of appreciation. Let’s explore another primal human need—the need to answer the question, “how am I doing?” It starts early. Watch […]
The Power of Appreciation
Really, it seems too good to be true. If you heard about this in an email, you’d mark it as spam immediately. “You’ll feel better, make the people around you […]
Keep An Eye On Your Customers’ Success
Generally speaking, in Support we measure our operations: time to resolve and backlog, for example. But in Marketing, they measure customer behavior, like click-through rates and conversion rates. In this […]
Keeping Two Sets of Books
I learned a great best practice for organizational change this week at the Consortium for Service Innovation’s executive summit in beautiful Chatham, Cape Cod: Keep two sets of books! No, […]
Sustainable Knowledge
Sustainability isn’t just a trend. Creating and fostering sustainable environments at work and at home are “what’s happening,” for very good reasons. Resources are becoming more and more limited, which […]
You are not a scalable model
We mean this in the nicest way, but you don’t scale. You’ve put yourself in that process step with the best of intentions. You’re going to write the Content Standard […]
KCS, Compliance, and Risk Management
(HT @Brett for the great question!) I’m often approached by organizations that are attracted to the idea of KCS, but are concerned about how it will work in their […]
Unreasonable Overcommunication
Several times over the past six months, I’ve been sitting with KCS program managers who are discouraged and frustrated… really frustrated. They feel like they’ve been doing everything they can […]
The Gamification Of KCS
In ev’ry job that must be done there is an element of fun You find the fun and snap! the job’s a game And ev’ry task you undertake becomes a […]
Worst customer service email ever?
Readers – I think a side benefit of writing a service and support blog is having a platform to hold really poor service up for ridicule…right? We’ll get right back […]
