I'm officially jettisoning the phrase "tech touch customer success" from my vocabulary.

I feel like I have an allergic reaction every time I hear it.

Worse when I hear myself say it.

Is it just me?

I believe words matter, and that we have to be careful not to devalue any segment of customers.

The burden of scale is on us, not the customer.

Every customer deserves a high level of engagement from my company. Every one is important and valuable.

They deserve to be known. Understood. Guided. Connected in the right ways.

No matter what they pay.

Let's use technology to scale human touch.

Not to replace it.


Looking for some inspiration: What words do you use to describe your "long tail" of customers and the programs you've devised to engage with them at scale? ๐Ÿ‘‡

View Original Discussion and LinkedIn