The World Turns and It’s All About Great Customers!
Sep 22 2018

Yes, this is my first post of 2018 and it’s almost October! The year has flown by. The children of some of my friends are in college now, my kids started school (last year of middle school and second to last year of high school), and we all just keep getting older and sometimes a little wiser.

I’m still loving my job on the Customer Success team at SailPoint, and very much appreciate that the company has the same philosophy around customer success that I do. Other than the companies I’ve founded or been on the founding team with, SailPoint is the first company I’ve worked for who shares my values around customer plus employee value and engagement.  The company values aren’t just words on a wall but, in my experience so far, they are truly manifested in the leaders and colleagues I interact with on a daily basis!

Our CEO, Mark McClain, was interviewed for this recent article in Forbes: How To Transform Your Customers Into Brand Advocates where he states “Every employee is focused on ensuring the ongoing success of our customers, which has contributed to our long-standing, 95%-plus customer retention rate.” He also says “The winning combination is simple: Listen first, build a true partnership and keep customers at the top of your priority list.”

Here are some other good articles:

What Really Matters: A Conversation With Patrick Lencioni – Chief Executive

  • Most of the great CEOs, nobody knows who they are, primarily because they don’t want to be known, that wasn’t their goal. Their goal was to create a great organization to serve their customers and their employees well and change people’s lives.”
  • At the heart of a great organization is a humble leader, somebody who’s doing it because they feel a great weight and responsibility in being the leader.”
  • I just love to go places where you’re surprised by the level of humility and reality that exists.

UT Professor Explains How Language Shapes Our Thoughts – The Alcalde

  • So, it appears that Shakespeare was mostly right. Perhaps it would have been better to say that a rose by almost any other name would smell as sweet. If only that scanned in iambic pentameter.”

Historian Doris Kearns Goodwin On Leadership In Turbulent Times – Chief Executive

  • “I think he [Lincoln] would not have used Twitter except when he had something positive to say because he knew enough to hold back those kind of emotions, you know?

How Diversity Happens – Fred Wilson at AVC

  • “A few years at our annual CEO summit, Scott Heiferman, founder and CEO of Meetup, told a room full of startup CEOs that you have to build diversity into your company from day one because if you don’t, it becomes so much harder later on. He explained that nobody wants to join a company where nobody looks like them. That really hit home and woke quite a few people up.

Hopefully another almost 9 months doesn’t go by until I find the time and motivation to write another post. Thanks to those of you who keep on reading or stumble upon this post accidentally. 🙂 Here’s to a great 4Q for you, your families, and your companies!

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Customer Differentiation in Competitive Markets – SxSW Interactive 2016
Aug 24 2016

Vote For My PanelPicker Idea- from August 8 - September 2, 2016 at panelpicker.sxsw.comIt’s been over 7 years since I submitted a panel idea to SxSW Interactive and now the time has come to do it again. You may wonder why or you may not care at all, but nonetheless I’m letting you know about it. 🙂

Please vote, comment on, and share our panel idea: Customer Differentiation in Competitive Markets before September 2, 2016. We’d love to have the opportunity to share our collective wisdom on how to create, build, and maintain a highly successful customer focused organization using the knowledge and tools available today.  Comments on the panel picker are important because they help the selection committee assess audience engagement.

The really fun, engaging, and knowledgeable speakers are:

I’d love to be able to repeat the SxSW panel experience to help others build great customer focused organizations thereby resulting in not only great customer engagement but also fantastic employee engagement.  Happy Customers = Happy Employees = Happy Customers!

Gracias. Thank You. Xie Xie.

P.S. Thanks to all my readers, colleagues, and friends who voted for the panel, Building A Web Business After Hours, oh those many years ago.  It was selected, we presented in a very large room to hundreds of people, and it got great reviews.

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Do You Care?
Sep 7 2014

bowl of flowersDo you care? It seems like a simple question, and the answer obviously differs based on what you are talking about.  For instance, do you care about your customers? Do you care about your kids? Do you care about the random person walking down the street? Do you care about lizards?

There are many case studies of companies who have done well because they truly care about their customers and their employees.  There are writers who write about the critical importance of caring about customers and their readers.  They go so far as to say they “love” their customers.

So why is it that so many companies don’t understand how important  love, care, & empathy are to the creation of meaningful success and often goes hand in hand with financial success? Maybe caring is hard to scale?  Apple cares in one way.  Does Microsoft care in another?

The photo in this blog post is from our recent trip to Sri Lanka.  It is picture of flowers floating in a bowl of water in the area outside of a jewelry store we visited.  Many hotels and other places had similar bowls with flowers in them in the entrance area.  One hotel where we stayed had each arriving guest place a flower in the bowl to show how many people had checked in that day.  It seemed a simple gesture to demonstrate that the people in that hotel cared about each of us (unique, beautiful flowers) and wanted our experience to be the best it could be, and it was!

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