Blog
What emotion comes through in your texts and emails? Here’s how to find out.
Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Sed ut perspiciatis unde omnis iste natus error.
What That List Of “The Ten Best Companies For…” Really Tells You
People love lists that start with “Top 10 Companies For…”. Three came into my inbox just this week – Interbrand, World’s Best Workplaces, and HBR’s Top 20 Business Transformations. I read them all, of course. It’s human nature to sort things, and if someone else does the work, great! One less thing our brains must deal with. But … Read more
Everyone Hates Customer Service. This Is Why.
Technology lets companies see how badly they can treat consumers, right up until the moment they bolt.
Why trying to out-wow competition can backfire in B2B customer experience
If you’ve been to a conference lately, you may have noticed a trend: over-the-top vendor booths. I spoke at an event in Vegas recently and was surprised how much of a circus the exhibit hall had become – literally. In addition to t-shirts and swag there were Plinko games, facials, chair massages, free ice cream … Read more
How hard do your employees work to find the information they (and their customers) need?
A friend and I were chatting over the weekend about life before search engines. “The Dewey Decimal System was my Google,” he recalled. (link provided for readers under a certain age who don’t know what that is!). Compared to those days, information is amazingly easy to access now. We’re annoyed if it takes more than … Read more
How Human Workplaces Earn and Keep Employees’ Trust
People want to work for a company they trust, and according to the 2019 Edelman Trust Barometer, many already do. Even firms with high-trust cultures must take steps to protect this important asset.
