If everything had gone as I’ve always planned, I’d be writing this article on a quiet workday in my pleasant home office. I’d have gone on a long walk in the woods before...
Setting the right tone in email writing is more than just choosing the right wine to go with the meal. Tone in email – how you say what you say – is so important that an...
If you’ve ever had to endure customers’ negative comments about your company or products on social media, you may be giving Larry Hogan, Governor of Maryland, a round of applause...
A gracious response may help to win over an unhappy customer and demonstrate that you’re listening and you care. Sometimes social media feels like the mean kids’ table in the...
For years, customer care organizations have been as scared of social media as water-phobic summer campers staring at the high dive. “What if customers gang up on us? What if we...
Predicting the death of email may seem risky for a consultant who helps frontline customer service agents improve their writing skills, but I’m here and I’m doing it. Throughout...
When I started my business 24 years ago, I believed I should have a “versus” attitude toward my competitors. It was their offering versus mine, right? One company had to win,...
Free online courses for job-seekers Microsoft and LinkedIn have announced a joint effort to accelerate economic recovery and make sure it's inclusive. To help people get the...
This is a guest post by my friend and colleague, Jeff Janes. Here's how Jeff describes himself: "I travel the world to find things to photograph and write about." Jeff is...