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I’ve been in the trenches of customer support for some of Silicon Valley’s fastest-growing startups, and I’ve seen how a poor digital customer experience can lead to frustration and lost customers. I recall a time at one of my previous employers when we launched a self-service portal that, while functional, left users frustrated. They couldn’t…

As a freelance content marketer, I’ve faced my fair share of difficult clients. And if you’ve worked in a customer-facing role, I’m sure you’ve experienced that internal “ugh!” — the little annoying feeling you get when you know the customer isn’t right. But that doesn’t mean the phrase “the customer is always right” doesn’t hold…

Call center tools are essential to delivering great customer service. Once, I spent what felt like forever trying to resolve a billing issue — endless automated prompts and no clear answers. When I finally connected with a live agent, they already had my account details pulled up, solved my issue in minutes, and left me…

Running a customer experience workshop is the key to truly understanding what your customers want and need. It’s where you discover their frustrations and create effective solutions — because it’s all from their perspective. Here’s why I swear by it: 80% of customers say a company’s experience is just as important as its products or…

Customer service training courses can help boost customer satisfaction rates, enhance employees’ confidence in their roles, and increase overall sales. I’m no stranger to customer service courses. Over three decades, I’ve worked in a host of client-facing positions, each of which needed its own approach to customer service and support. Not sure where to get…