Tried, Tested, Written Up
Deep-dive articles on customer experience, service design, and the operational bets founder-led businesses can steal; born from the experiments we run inside The Ops Shop and refined on real client work.
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What Is Customer Experience Strategy for a Small Business?
Customer experience strategy for a small business is the plan that turns clients into repeat buyers and word-of-mouth referrers. Here's how to build one.
The Mr. Rogers Test: Audit Every Customer Touchpoint for Empathy
A children's TV show hides a decision tree every founder should steal. Run your customer touchpoints through the Mr. Rogers test and fix the gaps you can't see
Client Onboarding: Stop Making People Earn the Right to Begin
The quietest way founders lose clients is the onboarding corridor between "yes" and the good part. Here's how to spot the friction and fix your first touchpoint.
Satisfied vs. Raving: The Customer Experience Gap Costing You Referrals
The difference between a satisfied client and one who refers you isn't talent or budget. Here are 5 customer experience design principles you can steal today.
Mastering the Art of Client Engagement with GIFs
In this digital age, where attention spans are fleeting and everyone’s inboxes and DMs are overflowing with information, finding innovative ways to focus your clients’ energy is paramount.
This Blunder Could Cost You Clients For Your Online Course or Membership
Let me paint you a picture.
You buy an online course or you join an online program full of excitement and eager to learn. Soon after you’re frustrated and feeling like your time is being wasted; you can’t find important links, you’re unsure where you should be looking or what you should be doing, and you’re always having to ask the same questions over and over again. You feel that you are not being taken care of by the person you trusted with your investment.