CX & Customer Success resources

Everyone seems to be talking about “Customer Satisfaction” in one form or another. The most common is the claim that goes something like, “We can prove that our customers love…MORE >

I’m so excited by this result that I have to share this selfish plug! We just finished building a customer reference database for one of our clients and I was…MORE >

I caught this quote from Taleo’s CEO, Michael Gregoire last week, “It’s tough to kill a software company. Usually the only way to put a nail in the coffin is…MORE >

Thought I’d post a short update on my saga with SubZero. After trying to go through their normal channels I found that SubZero’s Customer Service organization DOES seem to care…MORE >

Yes, it’s true. I’m not happy at all with SubZero. There, I said it. Publicly. Want to know what’s even more interesting? Although I was unhappy with the experience to date, what really got me ticked off…

I’ve been writing in various forums about using Net Promoter as a cost-effective growth engine.  Doesn’t every company want to optimize its business to increase growth?  To me this makes…MORE >