Benchmarking
Measure e-communication quality for insurance company
We've completed two benchmarking projects for a "Fortune 100" insurance and financial services company. In the first project, we assessed the quality of our client's e-communication. In the second, we compared our client's e-communication quality to that of its competitors'. read more »
Measure e-mail quality for book publisher
We measured the quality of e-mails sent to customers by the world’s largest publisher and distributor of children’s books. read more »
Score bank examiners' writing exams
For the National Credit Union Administration, we scored the writing exams completed by 75 Credit Union Examiners who were applying for promotion to Principal Examiner. read more »
Score e-mail quality for consumer products manufacturer
We helped the manufacturer assess whether its e-mails to customers were of better quality than its competitors' e-mails to customers. For this benchmarking project, we used our proprietary E-Mail Quality Review Tool to score approximately 160 e-mail responses. read more »
Upcoming events & courses
April 26, 2013
Why a 280-Character Customer Service Tweet is a Bad Idea
Read this tale of social customer service in which Bluehost sends me, the customer, a 280-character response that's broken mid-sentence into two 140-character tweets. Read my explanation of why writing to a customer in this fashion is the opposite of a good idea.



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