Wanderings of a beleaguered mind.

You can’t. Absorb that idea. Know that you are not the right fit for every job or team and that there is no perfect resume for any of them. Now, read on to see why you can’t build the perfect resume… Here’s a “How to Write a Perfect Resume” according to my LinkedIn feed: Pay for a specialized format Don’t paid for formatting, it’s wasteful Recruiters are lazy, they should know whether or not to…

Bartending and the Art of Digital Hospitality We exist in a digital information age where the concept of hospitality has taken on a new form. Just as a skilled bartender anticipates and fulfills the needs of their patrons, knowledge management professionals are now embracing the role of digital hosts, providing exceptional service in the virtual content realms. The parallels between the world of…

Knowledge Management: The Unsung Hero of Customer Service As we celebrate Customer Service Week* and honor the hardworking frontline representatives, it’s essential to also recognize the often-overlooked teams behind the scenes who share the same service mindset and goals within organizations. One such team is knowledge management, which plays a crucial role in delivering exceptional customer…

A Knowledge Manager Elevator Pitch

A Knowledge Manager Elevator Pitch As a Knowledge Manager, it can be challenging to explain our role to others. But, we know that knowledge retention is the key to organizational and company success. So, who better to wield that power than the knowledge manager, the alchemist of the information age? As a Knowledge Manager, it can be challenging to explain our role to others. But, we know that…

Content Strategy vs Content Strategy

Content Strategy vs Content Strategy Content strategy is a vital part of any business, and it involves planning for the creation, delivery, and governance of useful, usable, and effective content about a particular topic or set of topics. There are two main areas that businesses focus on when it comes to content strategy, namely marketing content strategy and support content strategy. Although…

AI for Headshots: A Cost-Effective Solution for LinkedIn Profiles

Pro-tips: Creating a GREAT LinkedIn Profile

Creating a GREAT LinkedIn Profile, Plus Pro-Tips As a professional, LinkedIn is one of the most important platforms you can use to showcase your skills, experience, and accomplishments to potential employers. However, with so many users on the platform, it can be challenging to make your profile stand out. That’s why I’ve put together some tips to help you build the perfect LinkedIn profile that…

KCS By Any Other Name… is Still Just Good KM Knowledge management (KM) is an essential aspect of any organization, regardless of whether it strictly adheres to the framework of Knowledge-Centered Services (KCS) or not. The ultimate goal of good KM practices is to ensure that content is healthy, well-organized, governed properly, and that appropriate processes are in place to manage it. While KCS…

But WHY should I be active on LinkedIn???

Why Engaging on LinkedIn Matters When I was a social business program manager working to drive individual digital eminence for my teams, I often heard them say that they don’t see the point of liking, commenting, or posting on social platforms like Twitter, Facebook, or even LinkedIn. And I understand that perspective. However, for professional growth, I believe that engaging on LinkedIn is…

Microcontent, Legos, and the Future of Customer Success

Microcontent, Legos, and the Future of Customer Success Microcontent has been a buzzword in the content industry for quite some time, building traction more recently, sometimes referred to as snippets or blocks, segmented or “componentized” content. However, its implementation has been limited due to the need to build the architecture and framework from the ground up, as well as the tooling to…

Treat your KCS Implementation as a Program - Not a Project

Treat your KCS Implementation as a Program – Not a Project Why Treat KCS as a Program? The general definition delineating a project vs program is relatively simple: there’s no defined END to a program, whereas projects have explicitly defined end states. Similarly, in Knowledge-Centered Services (KCS), we don’t have an end to what we do overall. We do implement projects to move the program…

AI in Customer Success: 5 Key Guidelines

AI in Customer Success: 5 Key Guidelines General Guidance First and foremost, it’s important to understand that AI (generative or otherwise) is not magic, it is not a panacea, a cure all to fix every ill, and it won’t take anyone’s job wholesale. AI does not create a system; it helps scale existing systems and processes. Therefore, the idea is to integrate AI from end to end throughout your…

5 essentials for building your personal brand on LinkedIn

5 essentials for building your personal brand on LinkedIn LinkedIn is one of the most powerful tools for professionals looking to expand their professional network, attract new job opportunities, and find potential clients. To take advantage of all that LinkedIn offers, it is vital to build a strong personal brand that showcases your unique skills, strengths, and values. As a knowledge manager…

The Top Five MVPs for a KCS Implementation that AREN'T KCS-Lite, KCS-light, Diet KCS, Low-Cal KCS, or any other witty quips I’ve heard (and used) in the past. These are are my top 5 minimum viable pieces to a successful KCS implementation based on my own experience rolling out KCS programs for over a decade... #KCS #knowledgecenteredservices #mvps #top5s

The Top Five Minimum Viable Pieces for a Successful KCS Implementation As a prior member of the Consortium for Service Innovation, I’ve had the opportunity to participate in some great discussions about what the core pieces of a successful KCS implementation really are. After reflecting on these discussions, I’ve come up with my own list of the top five minimum viable pieces for a KCS…

Redefining enterprise customer success to be about more than just a single point of your success to a web of customer successes.

Redefining Customer Success Customer success is a critical asset to organizations across the business landscape, and is finally broadly recognized as such in the recent decade. As the subscription model has gained traction and spread from the cloud and SaaS to more sectors of the economy, that pivotal role will only grow in importance. If you want to compete and thrive in this new environment,…