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...
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...
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...
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...
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...
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,...
Emily Hayes
