Blog & Resources

employee support

Customer Experience Rule No. 1: Don't Be Rude!

In the "not rocket science" category, "Don't Be Rude" has to top the list of customer experience rules. And, yet, certain companies (Zappos, Starbucks) consistently provide experiences that are rudeness-free. And believe me, that grabs a lot of attention. So as we continue ...

Your Employee Support is All But Supportive

Are your customer service representatives friendly and fully-trained? It’s great if they are, but I've got news: it’s not enough. Customer-facing employees need to be empowered to make certain judgment calls, and possibly most important of all, they need to ...

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