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Customer Success

You Belong with Your Customers

By on September 24, 2014

Collaboration and customer success go hand-in-hand.

Anticipation

By on February 19, 2014

Prevention is always better than repairing problems for customers. Empower employees to challenge and change current processes that create customer effort.

Customer Bill of Rights

By on February 12, 2014

More than ever, customer success is the right that every seller ought to see as essential in its work for consumers.

Re-Defining Customer Service

By on February 6, 2014

The definition of great customer service is changing…for the better. The Customer 3D™ approach is taking suppliers’ expectations to a new dimension for their customers. What used to be acceptable in the product-centered world is being expanded by a new, customer-centered mentality. My book, Customer 3D: A New Dimension for Customers, was released today. I am […]

Thinking Forward

By on October 18, 2013

Customer service is being re-invented with an attitude that is very different from what we are used to seeing. Companies are beginning to think forward for their customers—to anticipate how they can become a more valuable partner. Steve Jobs once described the difference between TV and the Web as Lean Back vs. Sit Forward media. […]

Thinking Forward

By on October 24, 2012

Steve Jobs once described the difference between TV and the Web as Lean Back vs. Sit Forward media. Today,we have created a world in which access to everything is more direct—news, information searches, etc. From the standpoint of effort we have to put into it, we expect tomorrow's product or process to be easier and more intuitive for us. In this new world order, a Sit Forward organization must have a different metabolism to keep its customers involved.