Posts made in August, 2012

Keep It Simple, Keep Customers Happy

Posted on Aug 27, 2012 in Value | 0 comments

The most delightful customer experiences I have enjoyed have always been very simple.  On a recent trip to Europe with my family, we took a ferry from the Swedish mainland to the island of Gotland, a journey of about 3 hours.  The entire experience, from booking to disembarking, was simple, easy and efficient. Part of the early planning of this trip was arranging to visit the island of Gotland, land of my paternal roots and a legendary place in our family.  As we were a large group, planning the voyage in advance was crucial.  Thankfully, the company that provides the ferry service,...

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The Zen Of Success: Be Your Own Genius

Posted on Aug 21, 2012 in Scale, Value | 0 comments

This article is second in a series titled “The Zen Of Success”. One of the things I love the most about Apple products, and especially my iPhone, is the Genius Bar at every Apple store location.  So much more than a repair or software help desk, the Genius Bar is staffed by friendly, exceptionally knowledgeable people who are pleased to help me with my problem. While recently working with a client to transform their Support Operations, I asked the group what they thought our ultimate goal should be.  One person immediately piped up and said, “I want to give our customers the Apple...

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Digging Deeper: The Charter

Posted on Aug 2, 2012 in Scale, Strategy, Value, Visibility | 0 comments

In my last post, I talked about how I start when I walk into an organization, whether I am starting from scratch or helping the company reach the next level. That post really just scratched the surface, and I want to dig a bit deeper for you on what goes into building the Charter. The Charter is a framework upon which the company can build its Operations, and is a fabulous tool for aligning what the Customer Success function will deliver and be accountable for across the business. Once I have taken stock of the situation and presented a “State Of The Union” to an organization, I lay out...

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