You've done this. You've launched a new part of the customer journey, a training course, an onboarding email series, a best practice document or maybe a revised QBR process and you didn't seek out any customer input. Admit it. You've done it. I know I've done it before. Guess what? You have wronged the customer.... Continue Reading →
Failing to Deliver: What Not to do in Customer Success
I received one of those emails last week from a vendor that was a winner on how to damage a relationship. I had to share this story with you so you avoid this type of behaviour. We had been working with our vendor to implement a feature that would integrate our system with theirs and... Continue Reading →
Customer Service – Use Your Brain
Since I work in a large city, I've decided to take public transit to work rather than battling traffic. The Toronto Transit Commission (TTC) is under a lot of fire these days for very poor customer service. I have been taking transit for a long time and I've seen it all. A lot of it... Continue Reading →