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Measuring customer success one advocate at a time
Creating customer advocates is a measure of customer success by some. Not enough though, in my view. I have a view because I’ve helped create…
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Why bad customer experience matters and Avis does not try harder
This is about a recent customer experience I had with Avis which has cost them my loyalty. This is not just a rant, annoyed as…
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5 usage and adoption heuristics for customer success
I wanted to capture some simple rules of thumb that I could use to easily remember the top line influences on my work in customer…
InnerVentures
Adventures inside Organisations and Mind
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