Thought Leaders

It appears that customer rage is at an all-time high. There is an increasing number of stories of customers becoming...

You may have already noticed that Pascal Coppens and I have launched a series of YouTube clips where we compare...

What are Micro-Moments? In any customer journey, there are countless small efforts. These include efforts from the company serving the...

The statistics are alarming: A record-setting 1 million job openings in the US5 million workers quit just in quarter 2 of this...

This week we continue to journey through key concepts found in my 10 leadership books, as we finish our quick...

The most successful leaders don’t rely solely on data to tell them what’s happening. They take steps to put themselves...

There are no Bad Teams, Only Bad Leaders I read a great story in the book, Extreme Ownership, by Jocko Willing...

I originally published today’s post on Forbes. It appeared on their site on August 23, 2021. The Customer Success profession was born in 1996,...

Do you have loyal customers? If you said yes, I would ask, how do you know? Is it because they...

Even though they are barely known in the West, trip.com (formerly Ctrip) are the biggest travel agency in China with about a...