Month: August 2023
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Customer Support, CX and Brand Promise (Keynote)
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[Originally presented 7/19/2023 to the Customer Support/Customer Success Executive Network]
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Employee Career and Skills Development = People and Business ROI
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The ways in which a support team enables career development creates high employee engagement and key customer experience assets
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How knowledge based platforms in customer support can dramatically increase customer satisfaction and lower support costs
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Even with a lot of very smart and capable support engineers, too much depth information living in their heads or in notes they curate in silos will cause huge bottlenecks.
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Connecting Customer Support with Product Strategy
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Customer support that’s integrated into product strategy and executed well can become a valuable differentiating “feature”. Here are some tangible ways organizations can introduce and integrate support into a product strategy?
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Beyond Generative AI: Using Data AI Solutions for powerful, real-time Customer Support data capabilities
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There is a lot of good work and conversation around the benefits generative AI can bring to the Customer Support space, particularly in knowledge, content, chat and adjacent uses. But it shouldn’t stop there- Data AI has as much potential to massively upend the ways customer support data can be changed from latent to highly…
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Northstar KPIs are essential now more than ever in todays rapidly changing data
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What are your Northstar KPIs, the one or two specific metrics that you rally around, that really show if you’re going the right direction at the needed velocity? New AI data capabilities are changing the landscape for all KPI’s, including northstars
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Engaged, empowered teams are the magic ingredient for high velocity support with operational muscle
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Organizational leadership that creates enduring team engagement is vital to connect customer support strategy and operational strengths into a powerful synergy around product differentiation, customer retention and brand value.
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Operational Capability- The Spark That Ignites Everything
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With a strategy in place, operational capability and management becomes key to execution- finding the right levers to move the right things in a dynamic environment and being able to quickly adapt as any of the variables change.
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Why customer support is a vital part of brand promise
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How customer support can amplify a brands value proposition and drive customer retention (or churn) in very real ways.