Customer Success
Customer success is all about ensuring that your customers achieve their desired outcomes while using your product or service. Let our contributors guide you through best practices for onboarding, retention, and proactive support. Explore strategies to boost customer satisfaction, reduce churn, and turn users into loyal advocates for your brand.
Five Simple Habits That Transform Your Professional Presence
In today’s fast-paced, highly digital world, customer service is often associated with call centers, help desks, and front-facing roles. But in reality, customer service is not a department, it is a mindset.
Why Customers Hate Repeating Themselves (And How to Fix It Finally)
Sharing your problem with a chatbot, then an agent, and then another after being transferred isn't just about frustration with the original issue, it's about feeling furious at a company that can't...
How to Stop Customers from Leaving Before They Decide to Go
Silent customer departures can be more costly than vocal complaints. Recognising early warning signs, such as declining engagement, helps you intervene before customers decide to go elsewhere...
How to Personalise Customer Experience Without Being Creepy
Customers appreciate it when you remember their preferences and try to anticipate what they might need. However, if your knowledge feels invasive rather than helpful, it can cross a line. Finding that delicate...
How to Deliver Great Customer Service with Limited Resources
Enterprise competitors often have large support teams and big budgets, making the competition challenging. But with just three dedicated people and a clear focus on where it counts, you can succeed...
How to Train Customer Service Teams That Actually Perform
Companies that invest in comprehensive training programs find that their income per employee is 218% higher than that of companies that don't. Recognizing this advantage can encourage organizations...
Which Customer Service Channels Should You Actually Support?
Being available across all channels might seem customer-focused, but it can lead to delivering average service to many rather than outstanding service to a few. More options do not necessarily mean...
How to Collect Customer Feedback and Actually Do Something with It to Drive Loyalty and Retention
Survey fatigue is a common challenge, with feedback dashboards often overflowing with data. Unfortunately, some clear issues remain unresolved for years. The disconnect between gathering customer opinions...
How to Turn Satisfied Customers into Loyal Advocates
Happy customers keep coming back until they find an even better offer. Those who are truly loyal not only stay but also often spend more, forgive any slip-ups, and even bring in new customers without...
How Fast Is Fast Enough? Meeting Customer Response Time Expectations
Customers used to wait days for our replies, but now they hope to hear back within just 30 minutes. This quick turnaround is crucial to keeping our customers happy and loyal, underscoring the importance...
Why "The Customer Is Always Right" Is a Dangerous Myth
For more than a hundred years, five words have been used to justify unfair treatment of employees, encourage customer expectations that are hard to meet, and create harmful service environments.
Why Great Customer Service Will Always Outshine the Product
After delivering numerous events this year across a range of venues, one thing has become crystal clear to me, it’s not just about the product, it’s about the people behind the brand.
The Invisible Luxury – How Emotion, Attention, and Meaning Redefine Excellence
“In luxury, the product is the starting point, the human experience is the destination.” When a guest steps into a penthouse suite overlooking the sea, they rarely remember the thread count or the...
Medical Websites Practice – Why Patient Selection Is Critical to the Success of Your Medical Practice
Patient selection, the process of identifying and choosing patients who are likely to be good candidates for care, deserves focused consideration in every well-managed medical practice. Choosing the...
Wrestling with Business – Applying Lessons from Training as a Professional Wrestler Manager
What can professional wrestling teach us about business? In this article, we dive into five key principles learned through wrestling that can help entrepreneurs and professionals improve their performance...
