Gregory Ciotti

Marketing Strategist at Help Scout

Wilmington, Del.,-based Gregory Ciotti is the marketing strategist at Help Scout, the invisible email support software for small businesses. He also writes about behavioral psychology at his blog Sparring Mind.

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More From Gregory Ciotti

Building a Business

Why a Visual Is Worth a Thousand Words

Visuals, graphics and charts can concentrate and present information in a way that sticks.

Building a Business

How to Easily Measure Customer Satisfaction

There are many ways to get a quantitative look at how your support team is doing, but far fewer to assess the care and thought being put into your replies.

Building a Business

9 Workplace Lessons to Help Improve Your Daily Grind

Understanding is temporal and changes whenever you gain new information, experience or shift your vantage point.

Building a Business

13 Things I Learned Working Years in My Pajamas

The alchemy of remote work is that location becomes irrelevant; you can quite literally build a team, culture, and company without borders.

Building a Business

How to Write Something That People Will Actually Read

'As for how to write well,' writes Paul Graham, 'here's the short version: Write a bad version 1 as fast as you can; rewrite it over and over; cut everything unnecessary.'

Building a Business

The Importance of Making Publishing a Team Sport

Involving the team can be an interesting challenge. While there is impending friction to avoid, there's also much to be gained when the entire team contributes to publishing's success.

Building a Business

What You Can Gain From Having a Growth Team

Growth comes as a result of developing product/market fit. A growth team helps optimize this curve.

Building a Business

10 Pricing Strategies That Can Drastically Improve Sales

Utilizing smart pricing strategies when selling products, services or subscriptions is a must to succeed in a competitive marketplace.

Building a Business

Handling the Curveballs of Customer Support

Here are a handful of troublesome scenarios you may come across, and some guidance on how to handle them.

Business News

Sharing What You Know Benefits You, Your Team and Your Company

Why dismiss yourself as unable to contribute beyond your own abilities?

Building a Business

Content Is Customer Success

The problem: a focus on virality, not utility. Creating content for the customer become a footnote.

Building a Business

Why You Need to Leave Your Desk Behind — Now

It's time to get serious about creativity.

Building a Business

Silence at Work Is Like a Noxious Gas

It can seep throughout an organization, sabotaging motivation, enthusiasm and comradery.

Building a Business

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.

Building a Business

Phrases to Improve Every Support Interaction

Great communication is an art. Honing it to a keen edge is a science.

Building a Business

How to Talk to Your Angriest Customers

Oftentimes, a negative experience can be salvaged and turned into an opportunity.

Building a Business

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.

Building a Business

The Under-Appreciated Benefits of Creative Consistency

Being consistent doesn't count for everything, but it sure counts for a lot. Let me explain.

Marketing

10 Quick Tips for Better Business Writing

Your writing should be meaningful. Here are some signs that it is heading in the right direction.

Building a Business

Why Gmail Fails for Customer Support

Never skimp on that which directly affects customer communications.

Marketing

10 Ways to Convert More Customers Using Psychology (Infographic)

The times change, the tools change -- but human nature is perpetual.

Building a Business

Customer Support Is More Than High Scores

Even great data cannot guarantee good decision-making. Without context, data is meaningless.

Entrepreneurs

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.

Building a Business

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.

Building a Business

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.

Building a Business

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.