We’re in an empathy crisis

If it feels like America is deeply divided, you're not alone. Our President is stating provable lies in a consistent pattern.  His speech (and policies) is at times hateful and intolerant, singling out immigrants, refugees, the media, liberals, etc. No wonder Americans are polarizing along the lines of supporting, or opposing, this President. What's the cause of all … Continue reading We’re in an empathy crisis

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“Double-Click” To Get The Most From Your NPS® Surveys

Net Promoter Score℠ (NPS®) surveys can help you decode many things about your business.  Most people start by looking at the global NPS trend. To get the most value from your analysis, I recommend “double-clicking” on your NPS results and looking more closely at what’s below the surface. Level 1 analysis: for your entire account … Continue reading “Double-Click” To Get The Most From Your NPS® Surveys

Building a Customer Success Team? Start with Customer Feedback

Building a Customer Success Team? Start with Customer Feedback The genesis of a customer success team is often “ready, fire, aim”.  Somebody has to manage the growing customer base, and quickly. But the team should start with a purpose, or else you risk mismatching your hires to the needs of the job. How do you … Continue reading Building a Customer Success Team? Start with Customer Feedback

On governance (and what happens when there isn’t any)

Leaders who work within a governance structure are different than ones who never had governance over them.  We're experiencing the difference right now in our president's behavior, and nobody should be surprised at what we see. Why shouldn't this be surprising? We implicitly assume that all leaders are accustomed to a governance-based structure because they worked within … Continue reading On governance (and what happens when there isn’t any)

Want to give a great Customer Experience? Test it repeatedly

Customer Experience is a holistic approach that covers every touchpoint your customer has with you. You should be constantly vigilant in verifying that every touchpoint is always working. My tale of woe When I was in charge of product management at AVG a few years ago, we had a massive number of Free product users; tens … Continue reading Want to give a great Customer Experience? Test it repeatedly

Is America’s divide about Christianity?

The Pew Research Foundation published an in-depth analysis of what constitutes "national identity" around the world. The data is based on Spring 2016 survey data. What struck me is how important being a Christian is to Americans, relative to other countries: As one might imagine, the importance of Christian affiliation is greater for Republicans than … Continue reading Is America’s divide about Christianity?

Customer Health Scores? You’re Probably Doing It Wrong

  A lot of work has been done in recent years to develop customer health scores.  In B2B SaaS, even more work has been done to automate the process. Interestingly, the underlying approach that most companies use is flawed.   We can draw a lot of lessons from sales forecasting in order to get health … Continue reading Customer Health Scores? You’re Probably Doing It Wrong