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…

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…

Content Marketing is really Product Love

You’ve probably been to your competitor’s web site recently and reviewed the content they are sharing for first-time and seasoned customers. And have you been to your own Support Site recently to do the same? There are a few things that you can do to make that support experience better for customers, starting with making…

Please, fix all the broken things.

You should fix all the broken things in your product. You avoided some decisions in the past or made some decisions you might now choose to change, and now these broken things are still there. Your customers see this accumulated flotsam and jetsam and don’t think “you made the best decision you could have made…

Be More Awesome By Following Up

The single most important thing you can do to increase customer value is to follow up on the things you said you would you do the last time you talked to the customer. In the eyes of the customer, it’s the only thing that matters. As Woody Allen famously said, “80% of life is showing…