Category: Series: CS Strategy and Operations
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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.