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

“Daddy, why is the President allowed to lie?”

My 9-year-old son is aware of the recent election and the President's actions since inauguration.  He sees news snippets on TV and brings stories back from school. It's been difficult explaining to him why the President can get away with lying. He understands that the role of President is to be our country's leader, and therefore … Continue reading “Daddy, why is the President allowed to lie?”

Net Promoter ℠ Is All About Change Management

If you want to be successful with any customer feedback program - NPS ® or otherwise - you need to think of it as a catalyst for change first and foremost. Which means you need to pay attention to the impediments to change, lest all that customer feedback is ignored. Customer feedback is about learning something new … Continue reading Net Promoter ℠ Is All About Change Management