Summer Reading: Difficult Conversations
Another summer reading installment! Difficult Conversations: How to Discuss What Matters Most is a wonderful business book that masquerades as a self-help book. I find it
Another summer reading installment! Difficult Conversations: How to Discuss What Matters Most is a wonderful business book that masquerades as a self-help book. I find it
It’s awfully difficult to break the world into two parts, and while the author of Rule Makers, Rule Breakers: How Tight and Loose Cultures Wire Our
Sales and Customer Success can be invincible allies–or deadly enemies. Here are 5 tips to foster the former. Clarify As with any other collaboration, clarity
In its January-February issue, The Harvard Business Review reports on a survey of customer service reps that destroys the idea that high-empathy reps are the best.
I am delighted to have been asked to present on three different topics at the upcoming TSW conference in San Diego in May. Two presentations
I like to point out the many parallels between medicine and support, since they both involve a patient/customer and a physician/support engineer and they both require
After 18 years, hundreds of workshops, thousands of participants, and a towering stack of accolades, I am retiring the Managing Customers workshop and replacing it with
This is the title of an article in the September 2015 issue of The Harvard Business Review, which focuses on entire organizations apologizing for serious
I recently read The Truth About Trust: How It Determines Success in Life, Love, Learning, and More by David DeSteno and found many relevant observations for us
Over the years, we’ve had the opportunity to work with several vendors who were adding support channels (adding phone to an existing email channel, introducing