From the first time I read how the Better.com CEO handled a layoff, I knew it demanded a comment. But where to start? The “pivot points” seemed so clear and straight-forward, that I was convinced there had been a mistake
Trying to Get Better.com
Are Customers More Rude Now?
A recent Time article suggested that rudeness has increased as part of the pandemic, particularly towards those in customer service roles. If this is true, what steps should we take? I’m not going to debate whether customers are in fact
Inchworm Experience Improvements
Years ago, in an Economics class I missed a crucial distinction between a shift “of” the demand curve and a shift “along” the demand curve. I’m sure the professor emphasized the difference, but I missed it nevertheless. A similar distinction
A Framework for Developing Customer Relationships
A former colleague recently sought out some advice about a relationship she had with a customer. I provided some ideas to think through how much she should invest in that relationship. This piece sets a framework to “codify” that advice.