Communication
Why Clear Communication Is the Heart of Good Service
Dig into most customer service failures and you find, underneath, a communication failure: something not explained, a...
Blog, page 2 of 3
Everything we have published, newest first.
Communication
Dig into most customer service failures and you find, underneath, a communication failure: something not explained, a...
Games
The relationship between a game and its community of players has striking parallels with the relationship between a business...
Handling Complaints
A complaint feels like a problem, and handled badly it is one.
Feedback and Reviews
Most businesses collect feedback and learn almost nothing from it, because the feedback they get is not honest.
Loyalty and Retention
Most businesses pour their energy into winning new customers while quietly neglecting the ones they already have, which is...
Games
The best video games treat their players with genuine respect, valuing their time, meeting their needs, and making them feel...