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Modeling Behavior and Integrity: Coaching, Mentoring, and Parenting

Conceptualizing “modeling” isn’t just about the act itself but the observance of others as well.  Set the bar for what’s important If you put off something you don’t enjoy, odds are others will follow suit. Others care about what you care about. If you don't care about it, you won't check on it. People will … Continue reading Modeling Behavior and Integrity: Coaching, Mentoring, and Parenting

The fastest way home was in the complete opposite direction

After the 4th of July this year we took a new way home. In the past, the fireworks would end somewhere between 9:50-10:10pm and I wouldn’t get home till 11-11:30pm. With two small kids in the back, I was pretty frustrated by the end. Just sitting in traffic, breathing fumes, no one is moving, and … Continue reading The fastest way home was in the complete opposite direction

Stealing ideas and original ideas

I reread the post Your First Thought Is Rarely Your Best Thought: Lessons on Thinking by Farnam Street and, upon reflection, thought about Lincoln Murphy’s open complaint about how people are stealing his material (you can substitute “Lincoln Murphy” for just about anyone as ideas are stolen or “borrowed" all the time). Aside from the hucksters who do … Continue reading Stealing ideas and original ideas

Dunning Management: Your Rollout Plan to Increase Retention

Dunning Management is an often overlooked aspect of Customer Success. It happens silently.Actually, it’s less of what we’re doingand more of what we’re not doing. We effect change by action and inaction.Where is your churn coming from? What is the breakdown of customers (and their respective dollars): Voluntary churn (requesting to cancel)Involuntary churn (payment method fail)Merchant block (where … Continue reading Dunning Management: Your Rollout Plan to Increase Retention