Trinity: A Mindset & Strategic Approach

Some of you have heard me speak at a conference, I always have a deep passion and excitement when I talk about the “Trinity”. I wax and wane about it and go on and on about how fantastic the “Trinity” is. But it took a comment from Lisa Seaman to make me realize that I […]

Measuring Success for a Support Website: A Point of View

There is a beautiful hypothesis that of all the touch-points a business has with its customers there are just a small handful that are Moment’s of Truth, essentially interactions that make or break the relationship (and in turn any future profits, customer loyalty, etc). For example in case of your credit card company the moment of […]