The Dreaded Silo

“The people you work closely with also tend to be the people you feel most comfortable around and, thus, are the people you talk to the most. Beware, though. This feedback loop can turn into something dangerous: a silo.” — Avoiding the Silo of Team...

Help Customers Succeed

“This whole trend of customer success is a tired repetition of customer support as an entry-level-dead-end job that people simply seek to move out of. Customer support, when done well, is a career. Every conversation, whether it’s reactive or proactive, is an...

One Metric to Rule Them All

“NPS surveys can capture an overall trend in customer loyalty, but the results won’t tell you WHY that trend is happening. This leaves customer service leaders perplexed over next steps, taking stabs in the dark to improve NPS for the next quarter. If we reply...

Customer Experience vs Service

“One of the biggest mistakes that I see made by well-meaning folks in an effort to shift organizational thinking toward a greater focus on customers is the inability to distinguish between customer service and customer experience. “There’s a...

Your Emotions

“I think it is easy to get frustrated when someone treats you as a sub human or even just a bit more brusquely than you can handle on a particular day (or hour or minute). Of course it is and that happens sometimes. It is also easy to take that personally and it...