Gregory Ciotti

Gregory Ciotti

Marketing Strategist
Wilmington, Del.,-based Gregory Ciotti is the marketing strategist at Help Scout, the invisible email support software for small businesses. He also writes about behavioral psychology at his blog Sparring Mind.
Handling the Curveballs of Customer Support
Customer Support

Handling the Curveballs of Customer Support

Here are a handful of troublesome scenarios you may come across, and some guidance on how to handle them.
Sharing What You Know Benefits You, Your Team and Your Company
Teaching

Sharing What You Know Benefits You, Your Team and Your Company

Why dismiss yourself as unable to contribute beyond your own abilities?
Content Is Customer Success
Content Marketing

Content Is Customer Success

The problem: a focus on virality, not utility. Creating content for the customer become a footnote.
Why You Need to Leave Your Desk Behind -- Now
Creativity

Why You Need to Leave Your Desk Behind -- Now

It's time to get serious about creativity.
Silence at Work Is Like a Noxious Gas
Managing Employees

Silence at Work Is Like a Noxious Gas

It can seep throughout an organization, sabotaging motivation, enthusiasm and comradery.
How to Write With Substance
Writing

How to Write With Substance

Making keystrokes matter has grown in importance as communication and the text that powers it become increasingly inseparable. This is an abridged guide to writing with clarity and substance.
Phrases to Improve Every Support Interaction
Customer Support

Phrases to Improve Every Support Interaction

Great communication is an art. Honing it to a keen edge is a science.
How to Talk to Your Angriest Customers
Customer Service

How to Talk to Your Angriest Customers

Oftentimes, a negative experience can be salvaged and turned into an opportunity.
25 Lessons Growing Our Company Blog to 2 Million Visitors
Content Marketing

25 Lessons Growing Our Company Blog to 2 Million Visitors

Creating great online 'content' is another avenue to help customers get the results they need.
The Under-Appreciated Benefits of Creative Consistency
Habits

The Under-Appreciated Benefits of Creative Consistency

Being consistent doesn't count for everything, but it sure counts for a lot. Let me explain.
10 Quick Tips for Better Business Writing
Writing

10 Quick Tips for Better Business Writing

Your writing should be meaningful. Here are some signs that it is heading in the right direction.
Why Gmail Fails for Customer Support
Customer Support

Why Gmail Fails for Customer Support

Never skimp on that which directly affects customer communications.
10 Ways to Convert More Customers Using Psychology (Infographic)
Increasing Conversions

10 Ways to Convert More Customers Using Psychology (Infographic)

The times change, the tools change -- but human nature is perpetual.
Customer Support Is More Than High Scores
Customer Service

Customer Support Is More Than High Scores

Even great data cannot guarantee good decision-making. Without context, data is meaningless.
Forget 'Lifehacks.' Form Good Habits Instead.
Habits

Forget 'Lifehacks.' Form Good Habits Instead.

A small selection of shortcuts are useful and meaningful, but don't be fooled by the illusion of progress.