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 →
You’re frustrated. You don’t have a lot of time. You just want to get the answer and move on with your day. But you can’t. You need to contact someone in Customer Support. We’ve all been there. This is what I would call a “moment of truth” for a company’s Support team. They need to come... Continue Reading →
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 →
In the past when someone asked me what I did as a Customer Success Manager (CSM), I would give them a number of answers but one of them that sticks out for me is a "customer match maker". This means that I would try to pair up one customer with another with the intent of... Continue Reading →
Those that are in Customer Service departments have a big task - how can you provide a better customer experience without breaking the bank? There is no one answer to this question but there are tactics you can follow that work. Don't focus on what you can't control - start with the low hanging fruit.... Continue Reading →
Having worked in customer facing roles for over 20 years I’ve witnessed a significant shift in how customers have evolved over time. The driving force behind this change is information and the access to this information. Not only does the customer have access to better information that can be retrieved quite quickly, employees at all levels now have access to the right type of information to serve this new breed of consumers that demand that this information be easily accessible.