Posted by Emily Hayes on Jan 30, 2018 8:42:00 AM

For every action, there’s an equal and opposite reaction. For instance, it was fun eating the Halloween candy you should’ve been handing out to trick-or-treaters. But, a rumbly tummy and eggs all over your house are natural parts of the reaction. Among those of us in Customer Success and customer loyalty, the same thin...

Posted by Emily Hayes on Oct 10, 2017 8:33:00 AM

Access has always been very good at customer relationships. We wouldn’t have experienced steady, uninterrupted growth for 30+ years if we didn’t have a good product and track record with clients. We retain about 98% of our clients annually, and have an NPS score that rivals the best companies in the world, not just our...

Posted by Emily Hayes on Jul 11, 2017 8:21:00 AM

Sometimes change stinks. New Coke. When the "Most Interesting Man in the World" turned into one that was just "Sort of Interesting." That one time a major retailer dared to change their logo. We often can't handle change. Why can't things just work as they are right now? Welcome to the world of an executive. To these f...

Posted by Emily Hayes on May 23, 2017 9:47:00 AM

You have to give a lot of credit to new technology companies. They've brought so many good things to life. Like emojis, automated vehicles, and drones that can deliver online purchases in a matter of hours. Let's not forget those selfies that superimpose animals ears and noses on faces. One area technology companies de...

Posted by Emily Hayes on Apr 18, 2017 8:19:00 AM

Recently I wrote about how everyone in an organization, in some way, owns customer satisfaction. Even if you never interact with a customer directly, the work you do impacts them in some way. The article was written around the premise of formalizing customer success. You know, a person or department dedicated solely to...

Posted by Emily Hayes on Mar 14, 2017 8:36:00 AM

Let me ask you a question: Who owns the customer experience at your company? Who's responsible for making sure people return again and again? Account managers, probably. Maybe the folks in customer service. Or you might have a specific person with Customer Success in their title, like me. One of those, or some combinat...