Customer Support Leaders

Send us Fan Mail Week 42 Topic: Support’s Relationship to Sales Liz Love, CCO at ProdPad, comes on the podcast for the first time, to talk about how ProdPad has joined up the customer journey end-to-end, from Sales to Support. Support the show

Send us Fan Mail Week 42 Topic: Support’s Relationship to Sales Nicholas Zeisler (“Zee” to his friends, and “Zed” to his British friend over here) returns to talk about how CX can minimise friction in this less-obvious relationship. He’s at the end of the phone if you need him! Support the show

Send us Fan Mail Week 42 Topic: Support’s Relationship to Sales Greg Skirving returns to talk about the Three Days with the customer, and how nothing happens without the sale. Support the show

Send us Fan Mail Week 42 Topic: Support’s Relationship to Sales Natalie Petruch-Trent has been a panel guest before, but joins me one-to-one for the first time today. We talk about the importance of trust in handing over the customer relationship from Sales to Support. Support the show

Send us Fan Mail Week 42 Topic: Support’s Relationship to Sales Jason Cutter joins me for the first time to talk about how we might bridge what can seem to be the biggest organisational gap! Support the show

Send us Fan Mail Week 41 Topic: Support’s Relationship to Product Ashley Sachs joins me for the first time. We ponder the particular challenges of remote work in the communications between Support and Product. Support the show

Send us Fan Mail 129: Support’s Relationship to Product with Andrea Saez Support the show

Send us Fan Mail Week 41 Topic: Support’s Relationship to Product Matt Dale returns to the podcast, to share the importance of two-way conversations in this relationship. Support the show

Send us Fan Mail Week 41 Topic: Support’s Relationship to Product Craig and I talk about how the Support<->Product loop can be a positively charged spiral. Support the show

Send us Fan Mail Week 41 Topic: Support’s Relationship to Product Simone and I talk about strategising with Product on how to use customer feedback. Support the show

Send us Fan Mail Week 40 Topic: Freelancing in Support Nicole Jackson joins me for the first time, as we explore the balance between creating content and creating consultancy. Support the show

Send us Fan Mail Week 40 Topic: Freelancing in Support Mo McKibbin and I talk about the dark side of freelancing, and how hard it is to sell oneself, and hear the ker-ching of the cash register for our expertise. Support the show

Send us Fan Mail Week 40 Topic: Freelancing in Support Andrei Kamarouski joins me from Belarus, to talk about freelancing as a Zendesk consultant, primarily using Upwork. Support the show

Send us Fan Mail Week 40 Topic: Freelancing in Support Jenny, who was my first ever guest, returns to talk about how her side hustle became a full-time job, and how she’s had to find a balance that works for her. Support the show

Send us Fan Mail Week 40 Topic: Freelancing in Support Zeni Bandy returns to talk about how freelancing is a great opportunity to both pivot and learn. Support the show

Send us Fan Mail Week 39: Bonus - INBOUND 2020 Today I finally get the opportunity to share my session from INBOUND 2020 with you! Thanks to the awesome folks at HubSpot for producing this amazing virtual event. Also, I have a request for you. Support the show

Send us Fan Mail Week 38 Topic: CSAT Simone Secci thinks we should pay particular attention to the negative reviews. Support the show

Send us Fan Mail Week 38 Topic: CSAT Chris Taylor and I talk about what happens when CSAT takes a turn for the worse. Support the show

Send us Fan Mail Week 38 Topic: CSAT Nicholas Zeisler joins me for the first time, and we talk about all the levers and at play in a CSAT measure.  Support the show

Send us Fan Mail Week 38 Topic: CSAT Mo and I spend quite a significant amount of time talking about the value of those smiley faces. And we take an unexpected hypothetical trip to the airport. Support the show

Send us Fan Mail Week 38 Topic: CSAT Denise Twum talks about how we might look at all the different aspects and influences on any CSAT measure, and how we might react to them. Support the show

Send us Fan Mail Week 37 Topic: Support Scope Mike Redbord believes you can build the scope of Support by saying “Yes” as much as possible! Support the show

Send us Fan Mail Week 37 Topic: Support Scope Mo McKibbin and I discuss whether it’s better for a support team to fragment internally to scale, or it’s better to limit scope and move responsibilities to other teams. Support the show

Send us Fan Mail Week 37 Topic: Support Scope Craig Stoss talks about how the scope of support evolves over time. Support the show

Send us Fan Mail Week 37 Topic: Support Scope Zeni Bandy joins me for our first one-to-one chat, where she recommends setting boundaries early for support teams. Support the show