James Alexander

Brilliant CS: Pitfalls on the Path to Performance

Most of us are addicted to best practices as guidelines as to how to best turn the crank on the customer success engine. I...

Customer Success: The Lost Opportunity

Like driving a high-performance powerboat at idle speed, many organizations only creep along when it comes to piloting customer success—limiting speed, minimizing power, and...

Brilliant Leadership: The Need for Speed

“Looking back over my career, I have never made a tough change that I haven’t wished I had made a year or so earlier.”...

Brilliant CX Tool: Harnessing Hassle

How easy is your company to do business with? Super easy? Crazy hard? Here is a simple, yet powerful tool to find the answer, The Hassle Meter.

You Know You Have Trust When…

Indicators of High Trust So how do you know you have achieved high levels of customer trust? What are the indicators? Here are three: 1. Customers...

Brilliant Customer Success: Categorize to Prioritize

It is nice to proclaim that you are dedicated to delivering customer success to all customers. However, if your resources are limited (aren’t they...

Brilliant Influencing: Customer Success

How do your customers really define success? As good corporate citizens, I’ll wager they want to help their organizations address its critical issues, be they...

Brilliant CX: Turning Customers into Champions

Looking to create customer loyalty? Determine potentials, ignore non-essentials, and then treat your best like royalty. Champions are those influential people in your marketplace that...

From Customer “Happy Talk” to Customer Success

Customer success is hot…it is spreading faster than cute puppy videos on YouTube. But just what is it? What’s in it for your organization? What’s...

Brilliant Influencing: Sell How the Customer Wants to Buy

Smart organizations, and the best salespeople who work for them, determine their approach to selling based upon their prospects’ and customers’ approach to buying....

Building Trust Worst Practice: Under-Promise and Over-Deliver

The concept of under-promise and over-deliver sounds sexy, but if followed, it lowers your reliability (a key trust builder) in the customer’s eyes. For...

Brilliant Account Management: Big Does Not Mean Strategic

Are your biggest accounts deserving of all the extra time, special effort, added concessions, and complimentary support you provide? Possibly so, but probably not. Size Matters? My...

Brilliant CX: Trust Is a Must

Relationships are the key to business success. If we think of a relationship as a house, then trust is the foundation; the sturdier the...

Customer Success Requirement: Brilliant Leadership

Without the big-picture understanding and buy-in of the big dogs, your customer success initiative won’t have a chance. No matter what type of organization, it...

Brilliant CX: Send Champagne with the Roses

When things go down the slippery slope, Don’t hesitate, procrastinate, or mope. Speed your reaction, Jump into action, And the results will be more than you hope. One of...

Brilliant CX: The 7 Things Your Customers Want, Expect, and Deserve

Want to keep your customers as happy and loyal as a Schnauzer pup? Then do what elite organizations do - build brilliant customer experiences...

Brilliant CX: Compressing the Cycle Time of Trust

A big component of creating brilliant customer experiences is getting the customer to collaborate and act upon your recommendations—to first buy, then to use,...

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