Author: Rob Armstrong
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Feedback at scale: the key to a better customer-led strategy
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[Originally posted August 21, 2024 via LinkedIn] Successful products are no longer just about innovative features or good marketing. Today, differentiators lie in how well a product aligns with customer needs and the customer experience. A true customer-led strategy, where the end-to-end […]
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The powerful simplicity of operational playbooks
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[Originally published April 12, 2024 via LinkedIn] Service delivery operations such as customer support have a million moving parts (it can seem) all happening in concurrence. Forecasting, capacity, workforce management, issue journeys and throughput effectiveness, channel-based service levels, severity-based prioritization, knowledge repositories, […]
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Igniting Cross-Team Collaboration
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Collaboration is important, but building strong cross-functional relationships isn’t just about communication—it’s about creating real impact. When stakeholders from different functions come together with a shared purpose, that’s where magic can happen. At one point, we were struggling with conflicting priorities across Support, […]
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Problem-solving isn’t always about finding a magic silver bullet
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I mean, we want it to be (just once!) – but often the best solutions come from trying, refining, tweaking, and iterating to find the right mix of many additive pieces that together move the needle. Nine months ago, the KPI’s our […]
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How our Lean process improvement created real ROI and drove huge value to customers
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Don’t be intimidated about using a Lean framework to find and fix process pinchpoints- the business ROI and customer value will be more than worth the effort.
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The future of customer support and service as a value driven function
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I’ve been telling several friends and colleagues lately how I really feel like right now feels like one of the most exciting times to be in customer support, with so many foundational and technical changes afoot opening up new and limitless opportunities to evolve the space. […]
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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?