Customer Support Leaders

Send us Fan Mail Week 37 Topic: Support Scope Chris Taylor returns to help me figure out how a varied approach to support can drive value for the business. Support the show

Send us Fan Mail Specials: Fireside 5 Craig Stoss talks to me about “flipping Support”. And that’s not a Brit euphemism - he really means it: turning attitudes to Support on their head. Support the show

Send us Fan Mail Specials: Panel 10 Five leaders join me to talk about the wonderful, frustrating and elusive nature of hindsight. If only we’d know then, what we know now. Support the show

Send us Fan Mail Specials: Fireside 4 Chris Taylor joins me in the new Customer Support Leaders Fireside series. In these sessions, guests bring their own topics for a more relaxed, longer chat. Chris is moving to a house with a fireside very soon, but for now, we content ourself with a conversation on the challenges of forecasting for scale-up. Support the show

Send us Fan Mail Specials: Panel 9 Five leaders join me to talk about the evolution of metrics in Support - which I’m whimsically calling Metrics 2.0. Welcome to Antonio King, who joins me for the first time. Watch out for him later in the series. Support the show

Send us Fan Mail Specials: Fireside 3 Josh Magsam joins me in the new Customer Support Leaders Fireside series. In these sessions, guests bring their own topics for a more relaxed, longer chat. Josh is in the room next-door to a fireside, and this time we talk about the role of Support in the wider CX space. Support the show

Send us Fan Mail Specials: Panel 8 Six leaders join me to talk about the future of Support Leadership - which I’m whimsically calling Support Leadership 2.0. Welcome to Zeni Bandy and Ethan Walfish, who join me for the first time. Watch out for them later in the series. Support the show

Send us Fan Mail Specials: Fireside 2 Simone Secci is second up in the new Customer Support Leaders Fireside series. In these sessions, guests bring their own topics for a more relaxed, longer chat. In a rapidly developing tradition, Simone also brings a fireside (albeit a virtual one) to our discussion on data in support. Support the show

Send us Fan Mail Specials: Panel 7 Six leaders join me to talk about managing change. We come to the conclusion it involves data, a 4-type taxonomy, a workshop, and a lot of cheese. Support the show

Send us Fan Mail Specials: Fireside 1 Our new Customer Support Leaders Fireside series kicks off this week! In these sessions, guests bring their own topics for a more relaxed, longer chat. First up is Ash Rhodes, brings his own topic, AND his own fireside! Here we are, talking about losing key contributors in his team. Support the show

Send us Fan Mail Specials: Panel 6 Six leaders join me to talk about the impact of the recent COVID crisis on Support, and how we might return to normality. Support the show

Send us Fan Mail One hundred episodes is a great place to change pace for a few weeks, just like we did at episode 50. So, stay tuned for some more panels! Support the show

Send us Fan Mail Week 26 Topic: Process Improvement Alyssa gets all “meta” on me, with the idea of having a process for process improvement! Support the show

Send us Fan Mail Week 26 Topic: Process Improvement Ash and I talk about how a culture willing to accept feedback and examination is best placed to improve on the status quo. Support the show

Send us Fan Mail Week 26 Topic: Process Improvement Matt Dale and I talk about choosing the right time for big changes, and the right time for small improvements. Support the show

Send us Fan Mail Week 26 Topic: Process Improvement Kaylin Bailey and I talk about asking the same question five times, and how we communicate the outcomes. Support the show

Send us Fan Mail Week 26 Topic: Process Improvement Denise Twum joins me for the first time to talk about the joys of automation! Support the show

Send us Fan Mail Today, I spend some time looking back at some of my favourite bits. It was so hard to choose. Also, I have a request for you. Support the show

Send us Fan Mail Week 24 Topic: First 30 Days in a New Role Greg Skirving joins me to talk about spending time intentionally building relationships and observing the status quo. Support the show

Send us Fan Mail Week 24 Topic: First 30 Days in a New Role Alyssa Percell and I start talking about ‘new to us’ roles, but unexpectedly dwell more on the plans we’re forming before we even get in the door. Support the show

Send us Fan Mail Week 24 Topic: First 30 Days in a New Role Natalie Ruhl and I talk about all those notes you take in the first month, and when it all starts to come together. Support the show

Send us Fan Mail Week 24 Topic: First 30 Days in a New Role Lauren Rose Eimers and I talk about how important it is to listen, so you can learn. Support the show

Send us Fan Mail Week 24 Topic: First 30 Days in a New Role Stacy Justino joins the podcast for the first time talk about being patient with ourselves in a new role. Support the show

Send us Fan Mail Week 23 Topic: Cross-cultural Support Josh Magsam helps me round out the week with an unexpected turn. This time, instead of talking about customers, we talk about the different cultures in our teams. Support the show

Send us Fan Mail Week 23 Topic: Cross-cultural Support Simone Secci comes up with a brilliant analogy to the name for subtitling and translation in the movies - “adaptation” - and how that works for Support, too. Support the show