Category: Customer Experience
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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 […]
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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 […]
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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. Now that we’ve discussed what […]
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“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 […]
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The Care and Feeding of Taxonomies, Part 1: Why Should I Care?
This is the first in a series of four blog posts about taxonomies. In this one, it’s my job to explain why what sounds like an incredibly dry topic really […]
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Transparency: A Personal Reflection
…last weekend I had an experience that helped me understand how transparency improves the customer experience and loyalty.
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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Some good reasons to put your knowledge base on the Internet–and some outdated myths that keep it locked up behind a customer login today.
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The Disconnect (Video)
Happy 2014! It has been a very long time since we posted here, and I feel a little guilty because we have quite a few new subscribers. Instead of blogging, […]
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How To Map Your Customer Experience Journeys
Recently, we made the case for mapping your customer experience. So, how do you do it? If you can get the right people in the room, it’s surprisingly easy. Here’s the […]