Is Google smarter than your company?

by Peter Briden | Customer Success, General, Leadership, Management

Is Google smarter and easier to deal with than your company?I recently purchased a new car and have been having issues with my EZ-Pass, the automated toll system that is used on the East Coast.  The last time I got a new car I forgot…

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Our Work Is Our Practice

by Peter Briden | Customer Success, General, Leadership, Management

OUR WORK IS OUR PRACTICEI was recently listening to an audio book that made an analogy about sports and business.  While I agree with many sports and business analogies, this one was about practice, and my feelings are that sports and business practice in very…

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Put Your Margins Where Your Value Is.

by Peter Briden | Customer Success, General, Leadership, Management

Put your margins where your value is.If you hide your margins in a commodity price, your clients will find lower cost alternatives.Last week on July 3rd we were getting ready for a Fourth of July pool party at our house, working around the house all day preparing. …

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The Helpless Desk

by Peter Briden | Customer Success, General, Leadership

It is March and that means our annual foray south, leaving Pittsburgh winter behind and kickstarting spring.  We have lots of family and friends visit during this trip, and recently my sister-in-law MJ and her family came to stay.  One morning while walking the beach,…

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Customer Expectation Setting and Inflation

by Peter Briden | Customer Success, General, Leadership

Towards the end of my last post on Customer Loyalty, I mentioned “Thoughtful and constant cultivation of expectations is key”. This apparently struck a chord as I received a handful of comments and questions asking me to elaborate on the topic.  So here it goes…First…

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How Is Your Customer Loyalty?

by Peter Briden | Customer Success, General, Leadership

One of the issues with spending one’s career in and around services businesses is that one has a tendency to overanalyze any experience consuming a service.  I find myself doing this frequently, and it sometimes is hard to tell when I am being overly critical…

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