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 […]
The DB Kay Blog
“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 […]
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 […]
You Need a Dedicated KCS Program Manager
If you don’t have a plan for having dedicated KCS℠ program management, we won’t lead a KCS Design Workshop for you. (With regret.) You’ll be wasting your money and our […]
Implementing Technology: Cow Paths Bad; Goat Paths Good
At Dreamforce last week, conversations turned to good and bad ways of implementing a new CRM system—and really, any enterprise technology that’s helping automate business processes.
Knowledge Domain Experts: A Little Structure Really Helps
We usually let KDEs on their own. Earlier this year at the Consortium for Service Innovation’s annual member summit, I learned what works better, thanks to an insightful and informative presentation by Peter Case, Knowledge Services Manager at PTC
KCS℠ v6: Support’s Time to Shine
The Consortium for Service Innovation just released Version 6 of the KCS Practices Guide, along with a document that lays out the principles and core concepts of KCS. V6 isn’t […]
Keeping Communications Simple and Fun: ANCILE Does It Right
I always love it when our clients share some of the great ways they communicate with their teams about KCS, and I love it even more when they give me […]
Preparing for KCS Certification – It Pays Off
We’ve lead certification workshops for many customers this year. We’ve noticed a pattern of behavior that contributes to passing the certification exam, and we feel it’s worth sharing as demand […]
Customer Effort Score (CES): The One Best Question for Transactional Surveys
We recommend replacing your CSAT question with a Customer Effort Score (CES) question. Unlike CSAT, CES measures things that are largely in your control.