I write about CX strategy, support operations, and customer journeys, helping companies rethink their approach to customer success and experience.
Below is a selection of my published work across various industry blogs and platforms.
Mark's Portfolio
Creating an Internal Process Map for Customer S...
This article goes over how to ruthlessly narrow down your processes to create a clear and efficient workflow through the use of process maps and was first published on getfishtank.com.
Creating an Internal Process Map for Customer S...
This article goes over how to ruthlessly narrow down your processes to create a clear and efficient workflow through the use of process maps and was first published on getfishtank.com.
Best Practices to Prioritize Support Requests
This article on how to create a Support Priority Matrix was first published on getfishtank.com.
Best Practices to Prioritize Support Requests
This article on how to create a Support Priority Matrix was first published on getfishtank.com.
What is the Customer Journey?
A journey through the eyes of your customer that was first published on getfishtank.com.
What is the Customer Journey?
A journey through the eyes of your customer that was first published on getfishtank.com.
Key Customer Support Metrics
There is an abundance of data these days, but which metrics are really important for CX? This article was first published on getfishtank.com.
Key Customer Support Metrics
There is an abundance of data these days, but which metrics are really important for CX? This article was first published on getfishtank.com.
Zendesk Guide Customization Tutorial: How to Ma...
This guide on making the most of the Zendesk Guide was first published on swifteq.com.
Zendesk Guide Customization Tutorial: How to Ma...
This guide on making the most of the Zendesk Guide was first published on swifteq.com.
Client Stakeholder Management: How to create al...
This article on creating client stakeholder management within Customer Success was first published on dock.us.
Client Stakeholder Management: How to create al...
This article on creating client stakeholder management within Customer Success was first published on dock.us.