We were at an industry conference a couple of weeks ago where we saw a lot of dashboards. Dashboards were in every presentation. Every vendor demo featured at least one. […]
Picking the Right KCS Coaches
We’re doing a webinar with the KCS Academy called KCS in Action: Coaching and Licensing on October 2. In this blog post, we’re providing a sneak preview of one of […]
David’s Favorite Business Books–A DB Kay Library
Most of the business books I read don’t leave much of an impression. These are the ones that did.
Listen Up! Strategies for Hearing the Voice of the Customer (VoC)
VoC to the Rescue One of our clients does a fantastic job supporting a critical and complex hardware, software, and wireless networking solution. But, they faced a familiar challenge: since […]
KCS Principles Can Fix Content Management
We’re covering a big topic, so this is a longer post than usual. TL;DR: Apply KCS principles to Content Management, too. We’ve written before about the differences between KM and […]
Changing Expectations of Support
The Association of Support Professionals (ASP) recently published a report entitled The Changing Expectations of Support (membership required, and I encourage you to join if you haven’t!). It’s eye-opening. The […]
The Care and Feeding of Taxonomies, Part 3: How to Design Them
Having said why it’s important to get taxonomies right, and what makes a good taxonomy, I should let you know how you can do taxonomy design on your own. In our […]
KCS Case Study: Extreme Networks Does It Right
The Consortium for Service Innovation just published a new KCS case study we wrote highlighting the success of Extreme Networks in implementing KM, self-service, and communities. I encourage you to […]
The Care and Feeding of Taxonomies, Part 2: What Makes a Good Taxonomy?
Now that we’ve seen why taxonomies are important, it’s time to discover what makes for a good taxonomy. Effective and useful taxonomies have the following properties. Common Across Systems. Many enterprise […]
“Sensible” Support Policies and their Unintended CX Consequences
TL;DR: It’s better to trust and empower Tier 1 than to make customers run through the gauntlet because you only allow Tier 3 to do certain things. I want to […]
