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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

The customer’s success is crucial to yours and begins with mindset

I'm surprised more organisations haven't cottoned on. Focusing on making customers successful with the use of your products or services. Understanding that this success drives your success. Understanding the drivers of success and amplifying these. You'd think organisations would have armies focused on this. They talk about it enough. Think of product demo's you have … Continue reading The customer’s success is crucial to yours and begins with mindset