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Role of purpose and intent in customer success
How do you begin to assess how successful you are likely to be with your customers ahead of the customer success journey? Taking this approach,…
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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…
InnerVentures
Adventures inside Organisations and Mind
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