Category Archives: Uncategorized

Photo by Anna Auza on Unsplash For many, passive attitudes are a heck of a lot easier. Avoid stirring the pot. Refrain from creating conflict. Allow the other person to make up their own mind on their own time.  Confusion is created. Goals become unclear. In fact, these sentences are written in the passive voice! We sometimes don’tContinueContinue reading “Active vs. Passive: Wording Matters”

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,” andContinueContinue reading “Distinguishing Support, Customer Success, and Customer Onboarding”

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 firmContinueContinue reading “Straightforwardness Delivers Results”

Earlier this year I read a book that was written in 1989, 30 years ago. It’s made me realize how much of my thinking, writing, philosophy is developed for the here and now. It’ll will only be relevant for a couple years. How much knowledge am I amassing that’s irrelevant in three weeks? On one hand,ContinueContinue reading “Thinking Evergreen”

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.ContinueContinue reading “Operationalizing Customer Feedback (NPS/CES/CSAT)”