You walk into a store immediately overwhelmed by the number of options for what to buy. Information processing theory suggests that the ever-increasing amount of information could be overwhelming to customers who have limited processing capacity. So how can we…
You Shocked? Surprised? Pivot.
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The art of the pivot is something that we most often take for granted. You know, when you get stuck in the muck of your own doing and you can’t see past the mess you’ve made? Sometimes that’s because you…
A Swift and Speedy Response
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Let’s talk about the ball. In sports, the ball is a metaphor for a problem. The ball is passed from one player to another until it reaches resolution. This is a great metaphor for customer service and how we solve…
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If you’ve ever tried to buy anything online, you know that it can be a stressful experience. There are so many options, and so much information to parse through before you feel confident in your decision. The last thing you…
Do Not Hide What Feedback Provides
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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…