Cassius Rhue

Nine Solid Principles for Navigating Problems to Create Solutions

Don't Be an Ostrich Every customer-facing support organization faces problems, but not every organization has properly equipped its teams to solve them. We often hear the phrase, two things are certain in life, death and taxes. But, if we are honest, we could easily...

Lessons from a Near Play-in Game Disaster (The AD Foul)

For those who don’t follow professional basketball, the Los Angeles Lakers are a National Basketball Association (NBA) starring LeBron James and Anthony Davis. Recently, the Lakers participated in a “play-in” game against the Minnesota TimberWolves to decide if they would make the NBA playoffs...

Idea 61b: Lessons from the Movies: How to Lose Your Best Customer in 10...

In a popular movie by the same name, Kate Hudson’s character, Andie Anderson, takes on a challenge to write an article entitled “How to lose a Guy in 10 Days.” Andie’s character aims to do all the things “women do to push a...

Take Time to Reflect on 2022 – Part 2

“Healthy self-examination is a difficult and dangerous duty.” ~ Jared Mellinger By the second month of the year, we’ve often felt accomplished in our reflection and are fast on the trails of starting the new year or new era. But reflection and examination are...

Take Time to Reflect on 2022 – Part One

“It’s wise to reflect upon the things we’ve learned. If we don’t, we’ll soon forget them.” ~ Joseph Lalonde The end of a year or era as well as the start of a new year or era most often feels like the right time...

Seven Steps Before Hitting Send

We’ve all been there, scrambling for the undo/unsend button or wishing that the words coming out of our mouths had been rehearsed and polished just a bit more. A demanding text message from a coworker lights your fuse and you furiously type out...

How to Fight Fair When Working to Get Better Support

We all want a “wow” type experience when we engage with our vendors for support. Whether it is the clerk at the customer service desk of our local grocery store or the hotline for a service or subscription we have purchased. We want to...

How to take your corporate values off the wall, and improve customer satisfaction

I’ve toured many corporate offices, waiting rooms, and data centers with beautifully framed corporate values. Writing values such as “customer satisfaction” on the wall is easy. Living those values is hard. If your corporate values are to have a lasting impact...

Maintaining the Customer Experience During the Great Resignation

According to reports on NPR, more than 33 million people have quit their jobs since the spring of '21. Some have moved to new positions; others have left the work force entirely. This raises all kinds of questions for organizations and hiring managers, but...

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