Blog

The connected car vision is missing a few connections

The connected car is the future for automotive companies. There is a lot going on in this space. I know because in my business, I have several customers in the industry. But you don't need to be in the business to know. I recently purchased a car. It's connected and awesome, I'm impressed. But my … Continue reading The connected car vision is missing a few connections

Measuring customer success one advocate at a time

Creating customer advocates is a measure of customer success by some. Not enough though, in my view. I have a view because I’ve helped create a fair share of advocates. Just recently three of my customers got up on stage and spoke at a large event to other customers and prospects. I’ve also had the … Continue reading Measuring customer success one advocate at a time

Why bad customer experience matters and Avis does not try harder

This is about a recent customer experience I had with Avis which has cost them my loyalty. This is not just a rant, annoyed as I am. I’ve started capturing this kind of story as a way of illustrating what good or bad customer experiences look like for my new eBook / trend report. Its … Continue reading Why bad customer experience matters and Avis does not try harder

5 usage and adoption heuristics for customer success

I wanted to capture some simple rules of thumb that I could use to easily remember the top line influences on my work in customer success. I created a doodle to make it fun and memorable (for me) but also shareable. I came up with these 5. I'm sure there are more. These would only … Continue reading 5 usage and adoption heuristics for customer success