My CX Content Roundup: 2020 Edition

2020 was the year that time forgot, mostly. Luckily for me, the amount of writing that I contributed to amazing sources this year will make it difficult to forget. I’m fortunate to work with some of the best names in the biz contributing my thought leadership on all things customer experience, customer success and support.

In total, I wrote close to one hundred pieces this year. Below are the ones that I wrote and published under my own name, and the companies that I published them with. Great thanks to Nicereply, Jitbit, Qwilr, Front App, Partner Hero, TextExpander and Digital Genius for allowing me to contribute to your online presence, and thanks so much to the many others that allowed me the opportunity to ghostwrite for them as well. Huge thanks, also to Sarah Chambers of Supported Content, with whom I’ve worked for many years and without whom none of this would be possible.

Nicereply

My favorite posts for Nicereply this year were, likely, my content on journey mapping, identifying personas and target markets for customer experience teams and, of course, my post about championing anti-racism work in CX.

• 25 Stats that Prove the Value of CX in 2021

• Rejecting Applicants: A Template for the Perfect Rejection Letter

• Horror Complaints by Customers: When Good Requests Go Bad

• Tackling Annual Planning for CX Teams

• Hiring People for Your CX Team: 7 Experts’ Advice to Choose the Right Folks

• How and Why To Define Your Target Market

• Using CSAT Scores for Better Cross-Functional CX Collaboration

• 5 Steps to Move from Reactive to Proactive Customer Support

• Why You Should Treat Your Support Job Like Your Yoga Practice

• Queue Fatigue and How to Stop It

• 4 Unique Career Paths in Customer Experience

• COVID & CSAT: Keeping customers happy during the pandemic

• Championing Anti-Racism Work Within Your CX Team

• 10 Tips to Improve Your Feature Request Responses

• 5 Ways to Use Customer Personas in Your CX Strategy

• 33 ESAT Questions to Ask Now That Everyone’s Working from Home

• 6 Ways to Communicate the Value of Your Support Team

• Keep Your Documentation Up-to-date with These 3 Tasks

• 9 Places to Look for Your New Dream Job

• The 5 Professional Love Languages ​​to Improve Your Team’s Connection

• 6 Ways to Be a Better Person & Manager

• 5 Reasons Why You Should Stick with Email Support

• Why You Should Hire Retail or Food Service Workers For CX Work

• 4 Ways To Be Humble in Your Day-to-Day

• How to Set Yourself up for Success on Your Parental Leave

• There’s No Such Thing as a Perfect Journey Map

TextExpander

I use TextExpander almost religiously, so I feel ultra-privileged to have been able to write for their blog. I loved the work that I did creating templates for CX teams to use for chat, email onboarding, complaint responses, and phrasing in general.

• How to Gather Customer Insights to Improve Experience

• How Understanding the Customer Journey Leads to Better Support

• 6 Tips for Writing Effective Onboarding Email Sequences

• Empathy is the Secret to Great Customer Support

• Creating Knowledge Base Content that is Indispensable

• How to Create a Customer-centric Culture

• The 30 Customer Service Scripts Your Team Needs for Chat

• Happy to Help! Plus 25 Other Customer Service Phrases That Work Like Magic

• Customer Service Chat: How Live Responses Meet Customer Expectations

• Save Time With These Must-Have Customer Service Email Templates

• 12 Great Examples of How To Respond to Customer Complaints

• 31 Customer Experience Tips to Delight and Drive Efficiency

• Deliver 5-Star Customer Experience with These 5 Tips

• 22 Customer Satisfaction Survey Questions to Assess Consistency

• 6 Observations about the Importance of Customer Service

• 4 Practical Ways to Use AI in Customer Experience Today

Qwilr

I loved putting on my sales hat and writing for Qwilr this year! I find many of the strategies in sales to be similar to those that we use in customer success—like different limbs on the same body. I started my career in tech working for Apple Retail, so this felt like a good call back to that as well.

• How to deal when your prospect wants a discount

• 8 creative ways to find B2B sales leads

• Three top tips for women in sales

• 3 interesting ways to use surveys for sales discovery

• 7 unique ways to find your decision maker

• 9 traits to look for in your next sales hire

• How to use buyer intent data to close more deals

• How to create a sales scorecard

• 10 common sales interview questions and answers to get you hired

• How to make the most out of your sales meetings

• 7 signs it’s time to move on from a prospect

• 5 ways to modernize your sales team

• 6 hidden issues that could sidetrack your deal, and how to overcome them

Front App

I so appreciated the opportunity to flex a little bit of my rhetoric background in these two posts on communication for Front!

• The 14 best tips for effective communication with customers

• The 4 communication styles and how they impact customer communication

Digital Genius

A great example of SEO content that is actionable and helpful. I loved working on this piece about the product principle of the Iron Triangle, and how that related to support.

• The Iron Triangle of Customer Service: Speed, Quality, and Cost

Partner Hero

The folks over at Partner Hero and I collaborated at the start of the pandemic to synthesize some of their learnings into digestible, useful anecdotes for other teams looking to weather the storm.

• CX Lessons Learned during the Pandemic

• Trends by Tech Sector During the Pandemic

Jitbit

I got back to my roots with these customer support and service blog posts for Jitbit!

• 5 Ways to Define Helpdesk Ticket Priority Levels

• 5 Excellent Strategies that use Helpdesk Automation

• Writing a Helpdesk Job Description

Let’s work together

While I do almost all of my writing through Supported Content (so reach out to Sarah if you have marketing or content needs!), I do work as a consultant, mentor, and coach in the CX space. My experience, when it comes to CX and leadership, is pretty boundless, and I can lend insights whether you’re looking to get started with employee number 1, or you’re trying to grow through an acquisition. I really love figuring out processes, data and reporting structures, mentoring leaders, and helping companies understand how to scale their teams.

Reach out today if you’re looking for your next steps towards customer experience excellence. I’d love to help.