It’s easy to think you know your customer

It starts with the purchase When you get that endorphin rush from seeing a sale you may think you’ve won a customer. If everything’s gone right, you’re absolutely on the way to a relationship that might last years and will produce great things. More frequently the purchase is just the beginning of the process of…

How do you define Customer Service?

What is Customer Service? It doesn’t look like this any more. I often get asked whether I’m in Customer Service, even though my company uses the term “Customer Success” to define our interactions with customers. Customer Success is Not Customer Service, though it often has responsibility for Customer Service. Think of Customer Success as active…

Infinite scroll must go

 A great design for endless browsing There’s a signature design that I am sure you’ve seen more than once today. It’s a river of information; it’s endless serotonin; it’s sort of pleasing to the eye; and then it never ends. “Infinite scroll” as a user experience style expects that you will be spending hours…

Noreply@ Emails Are Dumb

Imagine if you had a store and on the front door you placed a sign stating, “We’re not open for business.” You wouldn’t expect many people to come to your door, much less people to come back and see you again. Yet that’s exactly what your company does when you place a “noreply@” email address…

The first goal is to keep learning

My first goal as a college senior was to have the kind of job where I would never have to wear a tie. Achievement unlocked. But that didn’t really get to the core of the issue. I was really trying to decide what I wanted to be when I grew up. A person who helps customers…