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Coming down the empty road, you can see the light from a ways off. It’s been green for awhile, which means it’s due to turn red soon.

Should you speed up, so you can make it through before the yellow appears and is gone…

Or should you slow down, so you can safely and gracefully come to a complete stop?

It depends.

If it’s an actual green light, you should certainly slow down. It’s safer. It won’t take that much time. You have the engine of the car to do the work.

But if it’s a metaphorical green light, a window of opportunity, a shift in the culture you can feel disappearing, it might very well pay to speed up. Because that extra effort, done with safety on behalf of those you seek to serve, will compound.

It never pays to wait until a deadline, but when you see the world changing, it might be a good excuse to redouble your efforts.

Hey all! Apologies about the wall of text. The company I work for is officially taking a serious look at customer experience, we have excellent customer experience already but actually seeing where we can improve and have real data centralized will be extremely useful. We’re rolling out something in the next few weeks that will gather emails and customer feedback. For a little background on myself I’m 29, canadian, I’ve worked construction trades and retail positions, but in the last year and a half I’ve taken a career working with a company that deals in enterprise grade servers, I myself am part of the support team doing high level deployments and troubleshooting. In the last few months my manager has mentioned wanting me to get the framework started and possibly leading this new aspect in the company. So, back to my question I’ve exported a year’s worth of emails in a .CSV format that are correspondence between support and customers ( 42,000+ emails) and I want to look for certain keywords and patterns to get some data. I’ve looked into using mysql+python, rapidminer, monkey learn and a slew of others. MySQL+python & rapidminer are something I’d like to learn eventually but as of now just need a quicker plug in my .CSV and be able to start working. Monkey learn was far too expensive even though it looks like exactly what I’d need. My company wouldn’t mind but I’d rather not go this expensive this quickly especially when I have no previous experience in an official CX capacity. I know I can through excel but something I’m slowly teaching myself the more advanced aspects of. So, any recommendations on the easiest way to get this done ? Thanks all!
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It doesn’t talk back. It doesn’t beep or update or invite a click. It doesn’t change based on who’s consuming it. It doesn’t interrupt you, and it begs to not be interrupted.
It’s rarer than ever before, and sometimes, we need it.

Often overlooked is how uncomfortable it is to sit on a fence.
Get in, or get out. Wasting time sitting on the fence wastes far more time and emotion than you’d expend committing to something.