Understanding “Tone” & Its Impact On Conversations

Ever find yourself nervously smiling when you’ve just heard bad news?

Has someone ever thought you looked mad when you’re simply just resting, waiting for something to happen?

8 Tips for Delightful Social Media Customer Service

Consider the social media channels your business is active on.

Why did you start those accounts? Was it to market your product? Talk to potential customers? Interact with current customers? Or just because everyone…

Meaner Behind A Screen: Exploring Customer Behavior In-Person and Online

Hello. You’re here, so that means you’ve been on the Internet.

And that means you’ve probably seen the humor, happiness, positivity, sarcasm, and, unfortunately, downright ugliness…

From Complaining Customer to Loyal Customer

In the moment, getting a customer complaint is the worst.

I mean, nobody wants a customer complaint. That’s not what you hope to achieve when you wake up in the morning.

Who Are You Supporting? Defining Buyer Personas

The tech-loving college student.

The CIOs, CEOs, CFOs, and rest of the c-suite.

The SMB owner.

The family of four.

Face to Face

When was the last time you were face–to–face with your customers? For some people reading this the answer is never. For the rest of us it’s rarely.

Maybe the reason so many of us don’t like our project management software, our to-do software, our help desk software is that those…