Back when I was first exposed to KCS, in 1998 or so, it was very principles-focused. Perhaps this is a polite way of saying, we hadn’t yet figured out very […]
The DB Kay Blog
Six Simple Measures for Community Managers
Not long ago, it seemed like there weren’t any reasonable measures for the health and effectiveness of communities; now it seems like there are too many! We often see eSupport […]
Do We Really Have To Do This Globally?
“Oh, sure, I mean, we’ll roll it out globally eventually, but is it really worth it to fly people in from all around the world for a design workshop? Can’t […]
The Power of Feedback
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 […]
