Customer Services

There’s no static formula for what customers want. As technology evolves — and the way we interact with customers evolves with it — preferences…

Note: This post originally appeared on LinkedIn. Customer service leaders often grouse about their young employees. They refer to them as “kids,”…

Note: Lessons from The Overlook is a monthly update on lessons learned from owning a vacation rental property in the Southern California mountain…

When it comes to metrics, the human race is a little obsessed. We measure our weight, height, IQ, wealth, and now our followers on social media.…

You have a concept, a vision, a product, an audience. So why do you need to know what anyone else in your market is doing? You need to know what your…

Even the best products with the most passionate users will have these “success gaps” — a disparity between your product and the user’s desired…

Quality Assurance in any industry is key to a product’s success. In software development, we measure quality in terms of conformity to requirements…

Is your team constantly asking for answers or advice? Is information about your team constantly changing? Are teammates uncertain or second-guessing…

Many years ago, a coworker and I decided to walk across the street to the deli to grab a quick lunch. It was a hectic day and we both planned to eat…

The first 90 days in support, especially at a new company, can be incredibly hectic and stressful. Your new employee is tasked with learning an…