Distinguishing Support, Customer Success, and Customer Onboarding

This article is a work in progress. I was sharing this with several people so I figured I might as well make it public. Customer Support, Customer Success, Customer Onboarding, and Customer Experience are often conflated terms. For one company, it’s the same thing. In another company, it’s different. I may use “Customer Success,” andContinue reading “Distinguishing Support, Customer Success, and Customer Onboarding”

Straightforwardness Delivers Results

Simple, straightforward language.  That’s the most powerful, effective way to communicate value propositions to prospects. Anything more can get confused or lost in translation. Taking a cue from the FinTech industry, let’s examine the life of a financial advisor for a moment. Clarity helps thousands of advisors communicate their proposal. Two essential means to differentiate your firmContinue reading “Straightforwardness Delivers Results”

Operationalizing Customer Feedback (NPS/CES/CSAT)

Tons of articles argue whether to use a customer feedback tool or not. There are valid (and not so valid) points on all sides. This article is written assuming you have or are planning to institute some sort of customer feedback. If you’re already an expert but want to see some ways of incorporating surveys, skip down.Continue reading “Operationalizing Customer Feedback (NPS/CES/CSAT)”

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 willContinue reading “Modeling Behavior and Integrity: Coaching, Mentoring, and Parenting”