Below is an example from my life about parenthood, but the principles to this story can be applied to all areas of life—work, school, volunteer, or whatever. If you're struggling as a parent, it's okay. We all are. Secondly, reach out for help—I do the same. We are that village that takes to raise all of our kids. It must be a popular statement, or else it simply sticks out in my mind because I've begun to notice it everywhere. Here's how the conversation usually goes: Friend: "How old are your kids again?"Me: "Their ages are..."Friend: "Oh wow. Yeah. You're just surviving. That's all you're doing right now." … Continue reading If All You’re Doing Is Surviving…
We in fintech often confuse Type 1 vs 2 decisions—reversible/not reversible. Robinhood reversed it, yes, but at high cost. As great as tech is, disrupting existing systems first requires wading through minutiae of regs + history. It’s truly amazing to be part of companies and watch other companies move fast and do incredible things. And … Continue reading Reflections on Robinhood’s checking & savings fiasco
You check your email. There may be a lot, or there may be a few, but tonight (and it’s Sunday night before a big week) you see one from your boss—or sometimes your boss’ boss. You click on it and see his question. It looks something like this: Hi [your name], Please give [name of … Continue reading Affirmation
A couple years ago I read an article called Shields Down describing how people don't quit the day they resign, they resigned their post a long time ago. It’s when they became vulnerable, when their shields went down that they were open to something new, something different—perhaps where the grass appeared greener. I was caught juxtaposing that … Continue reading Your Team’s Shields Are Down
Anti-discounts, Bad Fit Customers, and Not Doing Whatever It Takes to Retain Them Awhile ago a few of us Customer Success professionals gathered and discussed the benefits and problems what to do under the following scenarios: Something in the product goes haywire for the customer They're "going to cancel" because we don't have such … Continue reading Keeping Customers at All Costs
I often forget this is a legitimate question, but all I need to do is talk to people entering SaaS and this is completely revolutionary. This approach does not always work in a non-subscription economy. However, in a subscription economy it’s vital. So here goes. Most everyone understands Customer Success owns Gross Retention. But beyond … Continue reading What is Customer Success Responsible For, Anyway?
Masters of Scale recently interviewed Ariana Huffington. It was a fantastic episode. Ariana made a statement about bad hiring: I can trace back all my hiring mistakes to being tired, which has the impact not just of impairing your cognitive abilities to make the right decisions but also subconsciously of making you want to say, … Continue reading Make haste slowly.