Category: Customer Support Strategy
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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 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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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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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.
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How we built a winning support strategy
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Our Advanced Tier and Enterprise support teams, part of the organization I led, were struggling to deliver against the needs that customers- and the broader customer support division- had of us. We had to pivot, and this is how we did it.