(Typically, I keep the Pivot Point related to the customer experience. In this case, I’m going to diverge a bit although there is a connection.) As I post this, two months will have passed since the tragic school shooting in
Faking It – A Path to Customer Success
If you’re familiar with the expression “fake it ‘til you make it” consider adopting it as one of your Customer Success tenets. Training your customer-facing employees to bend the truth a little can help you reap amazing business results. Here’s
How Transparency improves Trust
I had a positive interaction at a car dealership recently that reminded me of how valuable transparency is in the customer experience. Within an hour of dropping off my car for service: The dealer sent me a short video (via
How Customer First Can Backfire
When I hear companies say they have a “customer first” mindset I cringe. While well-intentioned, such a policy often backfires! On a recent tour of Ireland the tour guide described his worst experience with a customer. He explained that in