Customer Service
Hiring the Best of the Best
Selecting top talent for customer success roles is like solving a 5,000-piece puzzle. How do I identify the best of the best?
Late Night Support
It was a Friday night and a customer escalated a major technical problem with us that had major business implications for our customer. The CEO of the company was paying close attention. I was pulled in.
The three Keys to Unlock Customer Loyalty
In this update, I peel back the curtain and walk you through three of the main strategies we use to create longstanding, loyal, and meaningful relationships with our customers.
Leading Through Service: Insights from 40 Years of Customer Success
How do you achieve customer success? Do you have a formula you follow? Are you consistent in your process? Read this latest issue for insights from my 40+ year career in customer success.