A former CEO often remarked that “there’s never a wrong time to do the right thing.”  As we do our best to achieve a return to normal, here’s a simple way to do the right thing – focus on customers.  If 2020 taught us anything, it demonstrated how changing dynamics can upend, accelerate and destroy companies. Here are the Top 10 most-viewed articles from 2020. (The number in parentheses shows how many years the article appeared on the annual Top 10 list.)

  1. Improving SLAs (2) – Common SLAs provide a false sense of security and create incentives that drive the wrong behaviors. 
  2. Why Customer Success Managers are Sales BFFs (2) – Learn how a separate CS function benefits 3 account relationship scenarios – repair, sustain, and grow.
  3. The Customer Care, Success, and Experience Continuum (3) – Although people use the terms interchangeably, they are quite different and require different skill sets to deliver.
  4. Customer Service in a Monopoly (8) – The only article to appear each year since 2013, this one has staying power!  Because monopolies lack the right market incentives to improve service – they won’t. Here’s what is needed.
  5. Bad Bosses at Good Companies (7) – Got a bad boss? Trying to decide whether to leave or not? Don’t just flip a coin, first consider the company.
  6. 3 Biggest Customer Experience Mistakes (4) – A guest post which highlights the need to make experiences that are Effective, Easy, and Enjoyable.
  7. Maslow’s Hierarchy and Employee Engagement (Newcomer) – Engaged employees serve their customers and companies better by achieving higher profit levels.  How can managers change their point of view to accelerate this transformation?
  8. NDR: A Misleading Customer Success Metric? (Newcomer) – Net Dollar Retention is a useful metric, but can sometimes lead you astray.  Beware its weakness(es).
  9. One miserable [United Airlines] Customer Journey (Newcomer) – I wrote this 2 years ago to suggest ways UA could improve.  No idea how it showed up in the Top 10 list in a year when many of us barely saw the inside of an airport.  Here’s to better days ahead!
  10. An NPS Success Story (2) – At the recommendation of a friend, I described how using customers’ feedback can transform a company.

Check out Top 10 Lists from prior years.

Want help putting these ideas into action?  Contact us!

2021: The Right Time for New Beginnings
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