Even if you are an introvert, the world in which we live is going to be different for a while in terms of what we can, or cannot, do, how we interact and stay engaged with people, to the potential shift of what you do to make a living. It’s hard enough to go through Read More
Author: chambron@post.harvard.edu
XaaS: Where’s the SERVICE!?!
I recently had a “fun” run in with a well-known telecom provider – instead of proactively informing me about my phone needing to change the plan it is on it just turned the service off and THEN prompted me to contact them about changing my plan. Huh?! Even worse, when I went to call about Read More
Success KPIs from the Customer Perspective
A colleague recently shared the following article on important Customer Success KPIs: http://customer-success.getamity.com/h/i/265871823-what-customer-success-manager-kpis-are-important-and-why Customer satisfaction, Net Promoter Score (NPS), adoption, usage, renewal rate, expansion and churn are good activity and employer outcome measures, but misses the mark on tracking and measuring the true customer outcome. We are so caught up on measuring OUR performance that Read More
Loyalty – Create a “Sticky” Experience, Personally
One of my former colleagues just retired from 40 years of service. WOW! Rarely do we see people today stick around at one company for 20+ years, if five, nor frequent the same restaurants and shops like they used to today – except for Amazon. We often hear and say that this is due to Read More