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As remote work becomes more common, managing a remote support team has its perks—like flexibility and access to a global talent pool—but it also comes with its own set of challenges. If...
"The best leaders are those most interested in surrounding themselves with assistants and associates smarter than they are. They are frank in admitting this and are willing to pay for such...
Dear Customer Service Directors,
Your role is vital to the success of any company, and the impact you have on the lives of your customers and employees cannot be overstated. As the leader of your...
As a Customer Support Director, your team's success is crucial to the success of your company. In order to ensure that your team is functioning at its best, it's important to hold regular...
One of the most common questions that I've gotten is "How do you run a team remotely?" You may have seen my blog earlier about "The Top 5 Reasons to Have a Remote Team" and to me, it's a...
As a retail company, it's important to have a customer-focused approach. One of the key elements of a customer-focused approach is having a good return policy. A good return policy will...
As a CEO, especially of a start-up, it's easy to focus on the product, on hiring help, on the funding, on everything else except for your customers. Balancing all of the important "squeaky wheels"...
My absolute favorite book is Dale Carnegie’s “How to Win Friends and Influence People” Why? Because no college degree can ever make as much of an impact on other’s...
Ever since Covid, remote support teams have become increasingly popular as more companies move towards remote work. My remote team started back in 2014, so while everyone else was trying...
Customer service and customer success are two important aspects of any business, but they have different goals and responsibilities and often times different teams oversee them entirely.
Customer...
What’s the difference between Customer Service and Customer Experience?
While they are related, they are very distinct concepts. Both are important for any business and play a...
The most important things you can do for your business is focus on your Customer's happiness. When you focus on this, you will end up with a solid product or service, and have...
