As we enter another season of giving thanks, let’s take a moment and appreciate the good things in life. Thanksgiving in the United States is a time to acknowledge what we are thankful for, and hopefully your customers are thankful
Kim Newton spent more than 20 years at Hallmark, with the last two-plus years leading customer experience. She is now a solopreneur and the founder of The Intentional Pause™, helping women to embrace pausing as a powerful way forward, with
We cause customer frustrations when we set them up for failure. Are you creating obstacles rather than ease in your customer journey?
Throughout my career in Corporate America, I always taught my teams the importance of learning “enough to be dangerous” about the rest of the company. Examples of Learning About The Company For example, at Discover Card, I worked mainly on
Images courtesy of SentiSum Guest Post by Ben Goodey Customer support leaders are often up against the same problem: Support tickets come in high volumes and are usually unfettered, qualitative text that can be analyzed for friction points. Thus, support
Guest post by Aurora Coleman It’s not particularly breaking news that the US economy has taken a plunge since the COVID-19 pandemic hit. The whole country went into a recession, companies were forced to close, and many lost their jobs in
