Running a Business: Focusing On Your People

We’re a technology company. Creating technology-driven tools that help to automate processes and make businesses work more efficiently is critical to what we do. But no matter what, at the end of the day, how our businesses survive and thrive depends on… our people!

Customer Support: Handling Sensitive Questions with Care

In last week’s Thoughts post, we shared a story of a great customer service experience. This week’s story is a little bit different.

Making a Long-term Commitment to Supporting Your Customer

We found a tweet that's a great example of a company staying committed to its customer, decades after the customer’s purchase of the now-broken product.

Hiring for Your Customer-Focused Business

A few thoughts on hiring people who fit well on your team - and are the right fit for your customers.

Following Our Best Practices (and Going Off Script)

We work hard to understand what's works best and what doesn't. But if we become too rigid in our practices, we miss opportunities to grow - and to learn more.

Why We Must Continue to Improve Our Products and Services

As the providers of a service, we can choose whether we want to continuously improve or remain as we are. But we can’t forget that our customers are seeking to continuously improve, as well.

Adapting Your Approach to Different Customers

This weekend I read, “How To Put Some Emotional Intelligence Into Your Customer Service Scripts,” contributed to Forbes by Mark Murphy of Leadership IQ.

When Business Decisions Create Customer Service Problems

Each new change you make to your product or business opens the door to questions or complications you didn’t expect and are not experienced in addressing.

Using Personal Experiences to Drive Your Product Roadmaps

You know what you would want as a business owner. You have a sense of what your customers need or want, because they’ve told you. But would you want, if you were the customer?

Moving Your Business Forward With Less Waste

In our workplaces, we’re constantly faced with opportunities to move our businesses forward while reducing waste. What do you waste, and how can you reduce it?

Customer Interactions: Interruptions or Opportunities?

If customers are interacting with us to for solutions and answers, are we already failing them? Maybe. But on the flip side... Is eliminating conversations with our customers in our best interest? Is that what we want?

Technology: Interrupter & Opportunity

We share some thoughts on time, technology, and what we have the opportunity to do for customers when we provide great customer service.