Failing to Deliver: What Not to do in Customer Success

I received one of those emails last week from a vendor that was a winner on how to damage a relationship. I had to share this story with you so you avoid this type of behaviour. We had been working with our vendor to implement a feature that would integrate our system with theirs and…

Customer Service – Use Your Brain

Since I work in a large city, I’ve decided to take public transit to work rather than battling traffic. The Toronto Transit Commission (TTC) is under a lot of fire these days for very poor customer service. I have been taking transit for a long time and I’ve seen it all. A lot of it…