CX & Customer Success resources

Back in 2003 a mentor told me, “Steve, you get 1 point for highlighting a problem/concern. You get 5 points for highlighting a solution to a problem. You get 10 points for addressing a problem. You get 100 points for proactively addressing a problem before it becomes an issue. So, if you want to win in your career then don’t come to customers, managers, or colleagues with problems. No one wants to hear about problems. Your ideal posture should be to communicate how you resolved/addressed issues. Be the solution.”

Still seems like good advice for all of us.