Culture
Great customer experiences require more than the right tools. It’s also about the people—your people.
Latest stories Page 20
Article How to follow the sun and provide great global support
If you want to provide 24 x 7 support 365 days of the year—or more loosely, “anytime, anywhere” support—you can adopt the follow-the-sun” model. Here’s how it’s done.
Article Measuring happiness: What’s the difference between CSAT and NPS®?
It’s important to look at customer happiness in the short- and long-term. This requires sending out two different types of survey: CSAT and NPS. Discover how to use both effectively.
Article When giving two weeks’ notice is complicated
We've been taught that giving two weeks notice is a necessity. But according to our resident…
Article You big meanie: from online bully to ethical troll to just being nice
When you're passionate about your brand, reputation, or opinion, it can be hard not to take…
Article Interview questions for hiring great customer service reps
These interview questions for customer service reps will help you find & hire the best. Includes…
Article Why does hate thrive online?
Online hate takes many forms, but the result is often the same: little things like name-calling…
Article 5 ways to better connect with customers using NPS data
Explore this interactive infographic for five unexpected ways to use your Net Promoter Score data to better connect with customers.
Article Radical Candor: be a better boss by saying exactly what you think
Giving an employee candid feedback can be challenging. By using the Radical Candor concepts, the process…
Article Empathy and humanistic design are customer service game changers
Anyone in customer experience is looking for the customer service game changers. Author Rebecca Huval thinks…
Article How to show vulnerability at work
Few words are as scary as vulnerability, especially in the workplace. Vulnerability is the quality of…
Article Get uncomfortable: the path to radically better relationships
The path to better relationships—both professionally and personally may be in getting uncomfortable and going radical.…
Article Every body tells a story. What does your ink say at work?
Showing tattoos at work is becoming more frequent, as over 29 percent of Americans now have…
Article Model Ashley Graham weighs in on the body acceptance movement
Model Ashley Graham wants to take the 'size talk' out of everyday talk. She's helping lead…
Article It’s not me, it’s you. When to break up with a customer.
Not every customer relationship is going to be perfect, but some are downright toxic. Knowing when…
Article When “no” is the right thing to say to a customer
Telling a customer no, is never easy, even when it is the right thing to say.…
Article “Thank you.” What to do with customer complaints.
Saying 'thank you' might not be what you want to say when receiving negative customer feedback,…
Article Successfully build and manage a virtual customer service team
In this Relate Leadership Guide learn what makes a great virtual employee, how to foster good communication, ideas for keeping it fun, and tools that promote efficiency and transparency.
Article Recruit, hire, and onboard customer service representatives
This guide provides you with advice for recruiting, hiring, and onboarding reps who embody the traits that help build great customer relationships and deliver great customer service.
Article Dare to choose empathy
Brands who dare to be empathetic and some of the most successful and inspiring. Don't have…
Article Be more persuasive by presenting like a creative
We can't all be like Don Draper from Mad Men. So Michael Griffith offers up persuasive…