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1 comment on “3 Customer Advocacy Strategies you can Implement Today”

3 Customer Advocacy Strategies you can Implement Today

Customer advocacy, listening, engagement, and experience (CX) are hot topics in 2018. These terms were surely overused last year but they highlight a heightened awareness of the Customer Voice. It’s clear that brand affinity is increasing in power especially as competition heats up…

0 comments on “Customer Success Key Learning from #CSSummit 2018”

Customer Success Key Learning from #CSSummit 2018

I originally posted this on LinkedIn. Being it is Canada's 151st birthday today, I thought it fitting to finish and publish my recap of last week's customer success gathering in Toronto. On June 26th and 27th, a few hundred professionals…

0 comments on “Age-ism @ Work: How do We Get Past it? [Video]”

Age-ism @ Work: How do We Get Past it? [Video]

"Ageism at Work: The Bias that Never Gets Old." This was one of the most difficult experiences that I have publically shared. By speaking at a conference about my ageism story, I hope to educate & inspire others to look…

0 comments on “Content Marketing Ideas For Incredible Customer Experiences”

Content Marketing Ideas For Incredible Customer Experiences

When Kayako asked me to blog about content marketing I focused on two key goals: The customer at the center: What do they read, what do they want, how can we help them? What technology do they use? Give them…

0 comments on “SaaStr: Why You Should Attend (& Apply to Speak at the Event)!”

SaaStr: Why You Should Attend (& Apply to Speak at the Event)!

I have attended SaaStr for the past two years (2016 & 2017) and can't recommend it enough for anyone starting a company, thinking about starting a company or who simply wants to learn how successful leaders are building their teams.…

0 comments on “Interview with Shep Hyken: When Customer Service Pays”

Interview with Shep Hyken: When Customer Service Pays

According to Shep Hyken, Customer Service always pays, not costs, if delivered correctly. I had the chance to meet Shep in NYC at the Talkdesk Conference where we both presented this past September 2016. Shep knows so much about delivering…

0 comments on “Dreamforce 2017: A Mellower but still an Unforgettable Event”

Dreamforce 2017: A Mellower but still an Unforgettable Event

Last week, San Francisco hosted the annual Salesforce conference, Dreamforce. Over 170,000 people gathered downtown to experience one of the best technology events in the world (in my opinion). The sea of people with the company's signature blue swag in tow created…

0 comments on “How To Build A Customer Success Team From Scratch”

How To Build A Customer Success Team From Scratch

Designing a team to support the success of over a thousand customers, multi-million dollar enterprises, and your internal support team is even more complex. In this influencer webinar, Aaron Fulkerson, CEO of MindTouch, interviews Emilia D’Anzica, VP of Customer Engagement of…

0 comments on “Hot Customer Success Topics”

Hot Customer Success Topics

I had so much fun during this 'Hot Topics in Customer Success' interview with the Wootric marketing team. We talk about partner programs, how do you scale a global customer success team and customer engagement for expansion opportunities. There is so…