Month: February 2025

Customer Journey Maps: How to Create Really Good Ones [Examples + Template] Did you know 70% of online shoppers abandoned their carts in 2024? We’ve all done it — I can’t tell you how often I add items to the cart, get distracted, and forget to check out. But why does it happen? The answer…

Throughout my career, I’ve led customer support teams across a wide range of industries, from fast-growing SaaS companies and innovative Web3 platforms to eCommerce brands and popular video game studios. Through these experiences, I’ve learned firsthand the importance of customer service in driving business success. But what does it take to deliver exceptional customer service…

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…