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 ...

When leaders think of how to improve their customer's experience, they often associate this practice with retail or technology services that are digital-first, transactional businesses. While the need ...

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 ...

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 ...

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 ...

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 ...