Rochi Zalani

If you're sending thousands of emails a day through your app, or are delivering your company's newsletter to millions of people, suddenly you need to think a lot more about how your emails get sent.

Here are five principles I used to land at a place where I can enjoy the work that I do and find time for myself outside of the office, consistently.

Many businesses, unfortunately, define customer service as their response to problems as they arise, which is called reactive support. Though that method might satisfy your customer in the short term, it doesn’t optimize their overall experience.

Customer support used to be easy. Not that the questions and problems were simple to solve, but at least you could be sure every customer who needed help would walk into your store—as that was the only place they'd expect support.