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Wilmington, Del.,-based Gregory Ciotti is the marketing strategist at
, the invisible email support software for small businesses. He also writes about behavioral psychology at his blog
Silence at Work Is Like a Noxious Gas
It can seep throughout an organization, sabotaging motivation, enthusiasm and comradery.
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
Great communication is an art. Honing it to a keen edge is a science.
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
Creating great online 'content' is another avenue to help customers get the results they need.
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
Your writing should be meaningful. Here are some signs that it is heading in the right direction.
Why Gmail Fails for Customer Support
Never skimp on that which directly affects customer communications.
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
Even great data cannot guarantee good decision-making. Without context, data is meaningless.
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.
Creating Customers for Life: 50 Resources on Loyalty, Churn and Customer Retention
Earning customer loyalty is an uphill battle, but it is always worth the effort.
How to Make Hiring Less of a Headache
Teamwork makes the dream work. When the right talent is working together, magic can happen -- but only if you know how to spot greatness and hire it.
Spare Me Your Platitudes. Customers Are Tired of Insincere Support.
Does the stat game interfere with businesses growth? It certainly seems like it, especially if you're looking to hack a specific metric up and to the right.
The Lost Art of Candor in the Workplace
Candor among talented teams is no small feat, but executives across industries will tell you that it is the universal gold standard.
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