We’ve lead certification workshops for many customers this year. We’ve noticed a pattern of behavior that contributes to passing the certification exam, and we feel it’s worth sharing as demand […]
The DB Kay Blog
Customer Effort Score (CES): The One Best Question for Transactional Surveys
We recommend replacing your CSAT question with a Customer Effort Score (CES) question. Unlike CSAT, CES measures things that are largely in your control.
Transparency: A Personal Reflection
…last weekend I had an experience that helped me understand how transparency improves the customer experience and loyalty.
Intelligent Swarming: An Update
I recently attended a Consortium for Service Innovation team meeting on intelligent swarming. We got updates from PTC, Cisco, Red Hat, Sage, and others about how swarming was working in […]
Knowledge Management vs. Content Management
Over the years, we’ve been asked frequently about the overlap between knowledge management (KM) and content management (CM). A recent spate of these questions had me revisit some work I’d done with a KM vendor some years ago to share it with you.
How to Measure Social Media for Support
It’s great that we can communicate through social. But it raises a question: how do we measure the effectiveness of social media for support?
Lessons from the 2014 ASP “Ten Best Web Support Sites”
Every year, it’s a little like Christmas in the summer: the Association of Support Professionals releases its flagship report, The Year’s Ten Best Web Support Sites. (You can get your […]
KCS: Prove Real Value, Real Quick
The Leap of Faith Many organizations struggle with the ability to implement quickly and successfully, and to deliver benefit. We helped one customer demonstrate KCS success quickly, proving value and […]
Free Your Knowledge Base
Some good reasons to put your knowledge base on the Internet–and some outdated myths that keep it locked up behind a customer login today.
KCS in the Real World
Some of my favorite emails from customers are forwards of emails from team members reflecting on KCS. Here’s a great example, with grateful thanks to the Customer Who Shall Remain Nameless who shared it.
