Cassius Rhue
Cassius Rhue
Cassius Rhue leads the Customer Experience team at SIOS Technology responsible for customer success spanning pre-sales, post-sales and professional services engagements. With over 19 years of experience at SIOS and a focus on the customer, his significant skills and deep knowledge in software engineering, development, design and deployment specifically in HA/DR are instrumental in addressing customer issues and driving success.
When “Yes” Is the Wrong Answer: Eight Customer Response Mistakes to Avoid
Providing a positive response to a customer request or responding with agreement are essential parts of the day-to-day work in CX. But not every "yes"…
9 Reasons To Step Away From Customer Experience (CX)
Joseph Lalonde posted a blog on four reasons to step away from Leadership. In his post here, Lalonde asserts that leadership is draining. Leadership...
The Importance of An Annual Review
Recently, I attended a conference hosted by a local church where a variety of steps are taken to examine and assess the overall organization...
The 12 Gifts of a Customer Experience Christmas
Even as the temperatures where I live loom at 3 digits, the Christmas Holiday season approaches, and many stores have begun lining their shelves...
Avoiding the Need for an Undo Button
Sometimes in customer experience, everything goes according to plan. You have your pre-meeting call. You discuss previously opened cases/tickets, and you review the customer's...
Every Company Has an Origin Story
An origin story is a narrative that explains how and why a company, organization, or individual began. It typically includes key details that started...
Daily Practices
John, not his real name, rolls out of bed around 4 am. After shaking out the cobwebs, he begins his morning routine. ...
Lessons from Sue’s BBQ
Sue’s BBQ (not their real name) was one of my favorite places to stop for authentic southern BBQ. That is, until Sue’s BBQ closed....
Understanding Yourself and Your Team: Eight Key Lessons in CX Management
While we are all looking for ways to improve processes and drive efficiencies, sometimes the most effective improvements come from an examination of oneself...
Help Your Customers Navigate
A few weeks ago, I needed to travel to a new area of the city where I lived. I knew the general direction...
Show Your Customer Love
The Five Love Languages by Gary Chapman explores the different ways people express and receive love, identifying five primary "languages": Words of Affirmation, Acts...
New Year Reflections and Encouragement for 2025
After watching my kids open holiday presents and spend days laughing and chatting together before the fire and into the night on the edge...
Customer Support Tips: Enhancing Your Support Ticket Experience
Opening software support tickets is an inevitable part of using software and hardware solutions. However, not all support experiences are created equal, and how...
12 Powerful Lessons in Customer Support from a Recreational Basketball Championship
As VP of Customer Experience for a high availability software company, I understand the challenges of delivering support while under pressure. I used to...
Lessons from the NFL: Avoid an Identity Crisis
Mike Jones, writing for “The Athletic” outlines the way the Kansas City Chiefs were able to dismantle the Baltimore Ravens on the way to...
Nine Ways to Accidentally Create Tragic Customer Outcomes
No executive or CX professional sets out to create a poor experience for their customers or team members. No one wants to make repeated...
Three Tips for Better Support
Betsy was a 1999 Amazon Green Ford F-150, the first vehicle I ever purchased. I’m not sure how my truck got the name Betsy...
8 Signs That Your Team or Company May Not be a Customer First Team
While your slogans, support site, and company all promote customer first, here are eight signs that this may not be the truth.
Skip the ‘I told you so’ and get really good at three things
The phrase, “I told you so” is a timeless retort spoken from the lips of first graders to senior adults. It can be...
End of Year Lessons
As a full-time engineer in 2000 I started a practice of taking time off at the end of the year. Depending on the...