by Andy Rudin | Aug 13, 2019 | Customer Success
“Don’t put words in someone else’s mouth!” This sage advice from my first-grade teacher has stuck with me. I have my conversational faults, but I’ve steadfastly avoided this transgression. Yet, the gaffe persists in society today, and it’s growing. We need a...
by Andy Rudin | Jul 30, 2019 | Customer Success
Establishing the Foundations of Loyalty We’ve met the characters in the HBO series Silicon Valley in real life. The sardonic, whip-smart software developer Gilfoyle. The dweebie, hoodie-wearing tech entrepreneur Richard Hendricks. The Type A-on-steroids venture...
by Andy Rudin | Jun 25, 2019 | Customer Success
For customer retention, which of the following do vendors commonly perform? 1) Provide outstanding service and loyalty benefits 2) Impose switching costs through technological impediments and contractual restrictions 3) Engineer convoluted pathways for customers who...
by Andy Rudin | Jun 18, 2019 | Customer Success
Pain Points in the Age of the Customer Astrologers peg the Age of Aquarius between 1447 and 3597 CE – a range of 2,150 years, give or take. The Age of Enlightenment happened in Europe in the 18th century, around the same time as the emergence of the industrial age....
by Andy Rudin | May 14, 2019 | Customer Success
Expecting Perfection Despite rigorous measurements and sentiment analysis, the number of bad customer experiences that occur every second isn’t known. How many living trees currently populate our planet? We should know these things. For now, I’ll speculate that they...
