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Back To Basics — How To Talk To Your Customers

There’s an old joke about a naval officer who sees a blip on the radar and gets on the radio to tell them to change course. The person on the other end of the radio refuses, telling the naval officer that he should change his course instead. Indignant, the captain of the ship takes the […]

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The Importance of the Customer Check-In

There was a time when a business’ relationship with its customers basically ended at the point of purchase. You convinced customers that you had the best product, made the sale, and that was the end of it. Those days are long gone. Customers today are spoilt for choice. In every area of business, they have […]

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5 Questions to Gauge Customer Adoption

Think back to your first smartphone. Unless you’re one of the first people to buy an iPhone, way back in 2007, there was probably a time when you thought a smartphone was unnecessary. All those features were flashy, sure, but who needed it? You’ve got calls and texts on your current phone already. When you […]

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Early Adopters — What You Need To Know

When the iPad launched in 2010, people couldn’t seem to figure out what it was for. The New York Times’ David Pogue said, “In 10 years of reviewing tech products for The New York Times, I’ve never seen a product as polarizing as Apple’s iPad.” Tech writers wondered why anyone would want a touchscreen-only computer […]

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Does Your Customer Experience Meet the Nordstrom Standard?

When was the last time you had an extraordinary customer experience? An experience that left you feeling so warm and fuzzy that you’d never consider spending your money with anyone else? For me, it was with Nordstrom. Confession time: I’ve got a bit of a shopping problem, and Nordstrom is where I get my fix. […]

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Megan Macaluso Joins ESG as Vice President of Strategic Development

Education Services Group, LLC (“ESG”), the leading Customer Success as a Service provider, is proud to appoint Megan Macaluso as Vice President of Strategic Development. In her role, Megan will oversee Business Development and will be integral in expanding ESG’s Customer Success solutions. Michael Harnum, CEO of ESG, stated, “I’m very excited to have someone […]

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Lesson Learned: Spending 2 Days in the Mountains with 100 Customer Success Leaders

I recently spent a few days in the mountains of Utah with 100 CS leaders. I say ‘leaders,’ not because of the VP title they wore on a lanyard, but because everyone showed up – ready to learn, ready to engage and ready to lead. My goal of attending CS100 was simple. To leave this […]

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Bridging the Gap Between Education Services & Customer Success

Education is a key component of Customer Success. Without training, customers don’t utilize products or find value in solutions, which jeopardizes the opportunity for renewal and expansion. I bet you’re not surprised. In fact, I would venture to guess you’ve seen statistics like, “92% product renewal average for trained customers” and “135% increase in product […]

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Lessons on Customer Segmentation & Lobster Rolls

I traveled to Boston earlier this month for Customer SuccessCon East, along with our CEO Michael Harnum. It was a great opportunity to learn from some CS veterans, make new connections, and enjoy a killer lobster roll. There was a lot of buzz about a myriad of topics from CS operations to proving the value […]

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