Author: Bibiano Wenceslao
SaaS customer success. Workflow automation. QA testing. Work-from-home dad.
How to raise a child who cares
Lots of parents are alarmed when they see selfish traits in their kids. But when they express these concerns to us, we remind them that the main part of the brain responsible for empathy is particularly undeveloped in young children. Empathy and caring are skills to be learned. In general, we want to caution parents about globalizing any egocentrism they might be perceiving in their kids at the moment. In truth, it’s developmentally typical for children to consider themselves first; it gives them a better chance of surviving.
“Buttons Do Things, Links Go Places”
Love this write-up from Eric Bailey at css-tricks.com about what makes a good download button.
Not just talking about buttons but links in general, here’s my take on this topic. Continue reading “Buttons Do Things, Links Go Places”
The service recovery paradox
The good news about dealing with difficult customers is that, if you do a good job, you can more than make up for the issue that started it all. The service recovery paradox states that, in every customer service failure, there’s an opportunity to transform rude customers into loyal patrons. So, you can actually benefit from higher customer satisfaction levels than you would have if nothing went wrong.
TIL. I found this through an insightful article by Elizabeth Wellington on the Help Scout blog that provides tips on how to deal with difficult customers in real world situations.
Existential crisis at 2 in the morning
Stressing stress
Friction in UX
Friction in design can be annoying – like those interstitials while trying to read a blog post, or being unnecessarily cross-selled while checking out your online cart.
But there can be times when you wished you were warned before you performed an irreversible action, or you regret not having gone through that friction for better security in exchange for ease of access.
At the end of the day, it’s a matter of removing unwanted friction while embracing good friction.
Customer Service Question and Answer Library from HelpScout
Great examples of common customer questions, requests and complaints and how you can respond for best results. They’re wonderfully laid out too for easy searching and digestion. Check it out!
