We all want to belong to the things and spaces we take up and believe in. I’m sure you’ve felt it before, that feeling of being a part of something—a team, a club, a community. The feeling that you belong,…
Efficiency and Productivity
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We need to know our customer service SLAs. They should be written into all of our processes. The primary goal of these service-related goals is to ensure that we meet the needs of our customers. As the world becomes more…
Type Casting Resolutions
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Dwayne “The Rock” Johnson is as dapperly handsome as he is typecasted as the endearing nice guy, who could also beat you up. In the same way, we look at our customer profiles as linear versus abstract. We know we…
Axe Reinventing the Wheel
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The funny thing about the big guys is that they don’t do anything new. They just do old things better. And that’s why we need to think about what the big guys do very well: they tell stories that people…
The Buy-in Adoptability Rule
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When it comes to company-wide buy-in and adoption, there’s one thing that matters above all else: understanding. You can roll out thousands of new features and software updates, but if your team doesn’t understand what they’re supposed to be doing…
Satisfaction & Loyalty
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Is there some genius solution to how we get loyalty right? Maybe it’s a formula that includes customer satisfaction. Or our brand of customer service. Maybe the answer lies in how we communicate with our customers or the way we…
Closing Superpowers
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The only thing you need to know is this: Recall. Confirm. Empathize. Solve. That’s all you need to do when addressing the needs of your customers.
Usability
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Talk about the UX experience It’s a balancing act. As we lean on UX/UI to help us tell better stories to online shoppers, we are helping users engage with our products. UX/UI designers are the modern-day storytellers, helping online shoppers…
Tenacity
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It feels like you’re on the edge of something new and exciting. It feels like no one else understands, so you have to keep going, even when it seems impossible. That’s tenacity: the fire instinct to do what feels right…
Just Look Over Your Shoulders, Honey
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The difference between allies and confidants is that allies are for something, and confidants are for someone. You want to be surrounded by allies. These are the people who will speak up for you in rooms where you’re not present,…