The 80/20/30 Rule
It’s important to understand not only the clients that are bringing you money, but also the ones that are not. Just as importantly try to understand what they are costing you!
CX Strategy
Building a Customer Service Operation That Actually Works — The Four Pillars
Customer service is not about your company or your products. It’s measured by your customers. The organizations that get this right consistently do four things well: staff correctly, train deliberately, equip properly, and measure honestly. Here’s what each of those actually means in practice.
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The Business Case for CX: How to Get Leadership to Fund What Actually Matters
Every support leader has had this conversation: you’ve made the case for investment, and the CFO asks “what’s the return on this?” If you don’t have a crisp answer in financial terms — not CSAT points — you’re going to lose the budget. Here’s how to make the connection that gets CX investment funded.
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