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 »
We measured the quality of e-mails sent to customers by the world’s largest publisher and distributor of children’s books. read more »
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 »
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
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.