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 share my support customer journey this week–not to complain, but to prompt some reflection on the CX implications of well-intentioned support policies. A week and […]
Rants
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Some good reasons to put your knowledge base on the Internet–and some outdated myths that keep it locked up behind a customer login today.
Technology Should Enable, Not Enforce
We spend a lot of time—an inordinate amount of time—talking with people about how to lock down permissions inside of knowledge management tools. How to make sure Contributors can’t publish. How to make sure Candidates can’t edit or approve. How to make sure Readers can’t write. It goes on and on. Why? Why this fixation […]
What Does a Bad Knowledge-Sharing Culture Look Like?
Over the past ten years, we’ve had the opportunity to visit and work with fifty or sixty companies implementing knowledge management, self-service, and social support. In the process, I’ve come to feel like a bit of a connoisseur of corporate culture—I expect other consultants know exactly what I mean. Shortly after arriving in an office, […]
Worst customer service email ever?
Readers – I think a side benefit of writing a service and support blog is having a platform to hold really poor service up for ridicule…right? We’ll get right back to serious topics next week, but in the meantime, let me share the worst customer service email I’ve ever gotten. (At some personal risk, as […]
