Publications

Blog Content for PartnerHero • CX Lessons Learned during the Pandemic • 5 Benefits I Get Out of Being a Mentor • Key Takeaways from Customer Experience Leadership Groups • Tech Sector Trends During...

The Iron Triangle of Customer Service: Speed, Quality, and Cost

Blog Content for Qwilr • How to deal when your prospect wants a discount • 8 creative ways to find B2B sales leads • Three top tips for women in sales • 3 interesting ways to use surveys for sales ...

Blog Content for TextExpander • How to Gather Customer Insights to Improve Experience • How Understanding the Customer Journey Leads to Better Support • 6 Tips for Writing Effective Onboarding Emai...

Blog Content Written for Kayako Produced from 2015-2018 • How Working Split Shifts Builds Closer Global Relationships • 4 Tips to Ace Your First 90 Days as a Support Manager • How to Invite and Ack...

The Importance of Customer Feedback

Ultimate Guide to Difficult Conversations

Ultimate Guide to Customer Loyalty

Ultimate Guide to Remote Company Culture

Building a Customer Service Team

Building a Career in Customer Support

Ultimate Guide to Customer Service Channels

The Ultimate Guide to Customer Conversation Metrics

Blog Content with NiceReply Collected from 2017-2021 • 25 Stats that Prove the Value of CX in 2021 • Rejecting Applicants: A Template for the Perfect Rejection Letter • Horror Complaints by Custome...

Blog Content with Help Scout An ongoing list of content that I have written and am writing for Help Scout's blog. • 10 Simple Ways to Wow Your Customers Every Day • B2B Customer Service: What It Is...