Category: Thoughts on Support

Expert customer support help, event planning, and CX team coaching.

Customer Happiness Can’t Be Measured With Bullshit

A few years ago I worked for a tech company that wanted to determine whether their customer support was “successful” and if customers were “happy.” A system was integrated that allowed customers to rate our support emails without prejudice –┬áLet’s say we didn’t offer a feature the customer wanted. They just had to vote that…
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September 27, 2012 0

Renegade Craft Fair Vendors Square Off

Last weekend I checked out the Renegade Craft Fair in Chicago, a huge gathering of hundreds of vendors who make handcrafted items. I’ve been to Renegade about 10 times in Chicago and other cities, and this year was the very first time every vendor I visited took credit cards! Why? Because Renegade distributed Squares to…
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September 14, 2012 0

Even kids get it

You all know about Caine’s Arcade, right? Oh my, if you don’t, please take a few minutes to cry while watching this. It’s ok if you cry, really. Since that video went crazy viral in the media, Caine’s been traveling all over the world meeting people he’s inspired by his little business. And during that…
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June 28, 2012 0