Posts
2021
- 2021-12-08 – Minimizing Support Costs through Tagging
- 2021-10-08 – Customer Support Goals, Objectives, Strategies, and Tactics
2020
- 2020-11-03 – Why Zero should be your Daily Ticket Goal
- 2020-10-03 – Favorite Sayings
- 2020-08-16 – Phrases to Avoid
- 2020-07-23 – A Word about Pushback
- 2020-05-17 – Four Quality Principles of Tone and Style
- 2020-01-21 – Webinars are for Companies, not Customers
2019
- 2019-05-01 – Trusted Advisors for or to customers
- 2019-04-30 – Know Your Product
- 2019-04-18 – What is a Calm Customer?
- 2019-04-17 – Retention is about measuring, not keeping
2018
- 2018-11-04 – Ten Reasons I Prefer Remote Work
- 2018-06-22 – You Can Not
- 2018-04-17 – What Customers are you Willing to Lose?
2017
- 2017-08-01 – An Analogy of Customer Experience outcomes