This past holiday season led one of my team members into her first predicament of customer service versus client management. When was it okay for her to be a “yes” person, and when was it better for ...

In the West Loop neighborhood of Chicago, Au Cheval often attracts a line up to three hours long. Considered one of America’s premier burger destinations, the restaurant slings up to 500 patties per ...

Although popular right now, AI is not always the answer to building products that result in customer success. In the world of software and apps, I believe that understanding client feedback is more ...

No one likes hearing “no.” But saying it isn’t easy either. Customer success managers jump through hoops to keep clients satisfied and make sure they’re getting the most value out of a product or ...

There is an adage in life that you just cannot make everyone happy. For most businesses, 90% of your clients and/or customers will be fantastic. They will allow you to provide them with your expertise ...

You may think it’s a simple matter of semantics, or maybe you’ve grown tired of hearing the debate over and over, but I think it’s important for any organization to revisit this issue regularly to ...

Buyer's remorse leads not just to chargebacks, returns, and negative reviews but also churn. When a client slips away with feelings of regret, you won't see the consequences just in your profit and ...