July 2020 – Taskular

Mental Models: Jobs to be done framework

This is a series on useful mental models. A mental model is simply a representation of how something works. We cannot keep all of the details of the world in our brains, so we use models to simplify the complex things into understandable and organisable chunks. The Jobs to be done theory is a […]

Customer XXX? Which one are you providing? (engagement / support / service)

July 23, 2020 / customer-service

How do you want to interact with your customers? More importantly how do you customers want to be helped? Traditionally there are three major ways to deal with customers, each for different phases of the customer lifecycle. Customer Engagement is usually thought of as outbound marketing. This is where you attempt to drive “engagement” with

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