I used to think team collaboration was mostly about being a good teammate — offering help, showing up to meetings, and staying in the loop. But the longer I’ve worked on cross-functional teams, the more I’ve realized that real collaboration is something you have to design on purpose. After more than a decade of managing…
Category: Service
How long should a survey be? The ideal survey length [New data]
When offered the opportunity to provide a company with feedback, I’m usually happy to participate — but only if the process is easy. Like most people these days, I’m short on time (and attention), so companies are better off making their requests for feedback short and sweet. But how can a company find the ideal…
How long should a survey be? The ideal survey length [New data]
When offered the opportunity to provide a company with feedback, I’m usually happy to participate — but only if the process is easy. Like most people these days, I’m short on time (and attention), so companies are better off making their requests for feedback short and sweet. But how can a company find the ideal…
Customer onboarding: Strategy & best practices to reduce churn
As an experienced customer success manager, I know that two of the major reasons customers churn are that they don’t understand how to use your product or they don’t see value from it quickly enough. This is precisely why customer onboarding is so critical. Without proper onboarding, customers can get frustrated and disengaged. In fact,…
Customer onboarding: Strategy & best practices to reduce churn
As an experienced customer success manager, I know that two of the major reasons customers churn are that they don’t understand how to use your product or they don’t see value from it quickly enough. This is precisely why customer onboarding is so critical. Without proper onboarding, customers can get frustrated and disengaged. In fact,…
20 Crystal-clear FAQ page examples [+ How to make your own]
There’s nothing more frustrating than fumbling around a company’s website trying to find answers to your questions. Thankfully, most companies now have a Frequently Asked Questions — or FAQ page — section on their website. This page hosts answers to common questions and includes topics related to product or service usage, business hours, return policies,…
20 Crystal-clear FAQ page examples [+ How to make your own]
There’s nothing more frustrating than fumbling around a company’s website trying to find answers to your questions. Thankfully, most companies now have a Frequently Asked Questions — or FAQ page — section on their website. This page hosts answers to common questions and includes topics related to product or service usage, business hours, return policies,…
Survey Logic — How to Survey Your Audience and Unlock Real Insights
As a customer, I’ve taken plenty of surveys for my favorite brands, and the best ones always have survey logic. Before I started working on this post, I always assumed this flow was coincidental. The survey seemed to magically change based on my responses. Spoiler alert: that’s exactly what was happening. Thanks to survey logic,…
Survey Logic — How to Survey Your Audience and Unlock Real Insights
As a customer, I’ve taken plenty of surveys for my favorite brands, and the best ones always have survey logic. Before I started working on this post, I always assumed this flow was coincidental. The survey seemed to magically change based on my responses. Spoiler alert: that’s exactly what was happening. Thanks to survey logic,…
How I create representative samples when running surveys
Talking about statistics and representative samples might not sound like the most exciting topic. I can get it. But stick with me, because getting this right is hands down the most critical part of making smart, customer-focused decisions. Through my years of working with customer data – sometimes learning the hard way – I’ve landed…