Support and Customer Success are communication fields. We talk with customers. We bridge cultural misunderstandings. We often serve as intermediaries between internal stakeholders and customers.  So today I thought I would add to our collective bookshelf a scientific exploration …

A Book Review: How We Talk Read more »

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 World would very much like us to believe that there are two types of culture in …

Tight vs. Loose Cultures: Why it Matters for Support Read more »

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 will be with customers: one with OSIsoft called Blurring the Lines: Recruiting and Training Services Staff Members …

Planning Ahead: 3 (!) Presentations at TSW San Diego 2017 Read more »

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 a combination of  technical skill and soft skills. And this is also true of the …

Patient Compliance: a big headache for physicians, with lessons for support Read more »