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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Find the time to enjoy the journey

by Peter Briden | Command, General, Leadership

Time.  It is a funny thing.  When we have plenty of it, we can fill it with all kinds of activities, both productive and unproductive.  When we don’t have enough time, there are sacrifices.Since Thanksgiving I have been out over my skis with my time…

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Business Planning for a Recession

by Peter Briden | Command, General, Leadership

Happy New Year!The New Year always provides the opportunity to step back and take stock.  It gives us the chance to celebrate our successes and learn from our failures.  It is also the time to get clear on our plans for the New Year with…

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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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Return on Luck

by Peter Briden | General, Leadership

Return on Luck. One of my favorite chapters in Jim Collins’ book Great By Choice.  It talks about how when presented with good or bad luck, you have the opportunity to make the best of the situation, or not.  I was thinking of this recently…

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