On a recent night out in London, Tristan Watson discovered the value of great customer support, when his…

It feels like we’re entering a golden age in relationships between customers and businesses. But really we’re just…

If you work in marketing you know the drill. As your launch day comes to a close, it’s…

Here’s a story about how we at Intercom, used Intercom to delight our customers with proactive support. The…

Judge a company by how they treat customers, not prospects, because you’ll be a customer for a lot…

Conversations with customers are valuable, but they have to be the right type of conversations – not merely…

Zappos are held up on a pedestal for a very good reason. There are very few companies who…

Advising any business is hard. I’m hesitant to do it. It’s all too easy to give bad advice,…