Three simple words to follow as a Customer Success leader during a crisis

March 11, 2020, was a warm and sunny day with a beautiful blue sky. I had just enjoyed a relaxed lunch at a sushi restaurant just north of San Francisco with my client. As we devoured our sushi tacos, sashimi, and teriyaki we discussed our fears over the canceled events and conferences like Austin's annual South by Southwest festival and Coachella. While we were concerned, we didn’t even consider that in just a few days we would be forbidden to dine at any restaurant like this one and we would be confined to our homes for an indefinite period of time.

The customer is always wronged

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 →

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