Catch someone doing something right

In my experience, successful organizations do a few things right when it comes to people. Not only do they do a great job attracting, discovering, and retaining people, they do a great job at “catching people doing something right.” What does that mean, exactly? Finding and celebrating individual effort is something more than rewarding someone…

You need a better content calendar

We have a content publishing problem Hey you there.  The one with the combination of WordPress, Hootsuite, Tweetdeck, Twitter, Buffer, Facebook, Pinterest, Google+, Slideshare, Excel, Word, and a Google Docs mishmash of information ending in Google Analytics, Mixpanel, Apptentive and others. You and I have the same problem. We want to be better at what…

A Modest Proposal to Measure the Voice of the Customer

When talking to people about customer service, I often hear them discuss the idea of the “Voice of the Customer.” Ideally, this might mean “knowing exactly what this customer wants and needs and can tell us about their service experience.” Because you can either know the exact wants and needs of a single customer or…

The “Thank You” Effect: Improving Service 1 Step at a Time

I’ve written here before about the effect that one person’s thank you had on me (thank you, Brad Feld!) I believe that “The Thank You Effect” is an example of a small action that prompts meaningful next steps to measurably improve service in any company. In my experience, there are a number of these small…

Customer Experience is Not Rocket Surgery

Let’s get this straight. Rocket Surgery doesn’t exist. It’s a made-up term combining two things people think are hard: rocket science and brain surgery. It sounds so hard that no one would even believe that a Venn Diagram of these things could even exist (or maybe it would just be strange, like that feeling you…