Have you ever wished that you were more humble? I have. It’s not a pretty ending. I have a friend who wished for humility and soon after he got his car totaled, lost some things, and more bad things happened. His wife was understandably pretty upset with him as she relayed the story to me,Continue reading "Praying for humility"

I wrote this post last summer, but have been holding onto it. I finally am ready to hit publish. A couple years back I watched a travel channel/food network show one time with Canadian chefs who want to do fine dining and create an elaborate experience, but created a foie gras sandwich because that’s whatContinue reading "Rollercoasters, Boredom, and Foie Gras Sandwiches"

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 doContinue reading "Stealing ideas and original ideas"

Spend a couple moments and fill in the blank: I want to become a better ________. Did you fill it something like employee, leader, or something related to your work? Maybe as I recently wrote, a thought leader? Or did you say something like “parent”, “spouse”, “friend”, or something a bit more personal? There’s the saying "youContinue reading "You Become What You Measure"

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 (whereContinue reading "Dunning Management: Your Rollout Plan to Increase Retention"