Customer Support Leaders

Send us Fan Mail Week 23 Topic: Cross-cultural Support Aurore Lanchart has led teams supporting customers across the world, and here wee talk about how culture is more than just the language. Support the show

Send us Fan Mail Week 23 Topic: Cross-cultural Support Ulrike Pitzschke and I compare notes on our respective nationalities and how, in the heart of Europe, what you really need are cultural gymnasts. Support the show

Send us Fan Mail Week 23 Topic: Cross-cultural Support Chris Taylor returns to talk about cross-cultural support, and homes in on customer expectation metrics. Support the show

Send us Fan Mail Week 22 Throwback: Hiring in Support Alyssa Percell has a top tip for getting more from the interview process!  Support the show

Send us Fan Mail Week 22 Throwback: Looking Beyond the Numbers Mike Redbord joins me for the first time, to talk about keeping metrics thin, and stories big. Support the show

Send us Fan Mail Week 22 Throwback: Moving from Doing to Leading the Work Ash Rhodes talks about why he believes a leader should stay in the queue. Support the show

Send us Fan Mail Week 22 Throwback: Future of Support Craig Stoss and I tackled support in 2020 and beyond. How will the IoT and data shape our service? Support the show

Send us Fan Mail Week 22 Throwback: Empathy in Support This week, we're visiting the archives for some of our most popular episodes. We start with our very first ever conversation! Can you feel too much or too little empathy in support? I spoke to Jenny Dempsey about how this affects the service, and how you might manage both ends of the empathy spectrum in your team. Support the show

Send us Fan Mail Week 21 Topic: Remote Work Mo McKibbin and I talk about how well suited CS is to remote work, and how to use Slack like a pro. Support the show

Send us Fan Mail Week 21 Topic: Remote Work Craig Stoss shares his insights on how we communicate with highly distributed teams. Support the show

Send us Fan Mail Week 21 Topic: Remote Work Ash Rhodes pitched this topic to me with one phrase, and I took him up on his offer. Support the show

Send us Fan Mail Week 21 Topic: Remote Work Hilary Dudek leads a fully remote team, and is currently hiring. We talk about the challenges and non-challenges in that process. Support the show

Send us Fan Mail Week 21 Topic: Remote Work Matt Dale is back after a brief sojourn of just one episode (!) to talk about how his organisation transitioned to remote work.  Support the show

Send us Fan Mail Week 20 Topic: Forecasting in Support Ash Rhodes returns to talk about the uncertainties and vulnerabilities in forecasting.  Support the show

Send us Fan Mail Week 20 Topic: Forecasting in Support Matt Dale tells how he’s been refining his model for seven years, so don’t go looking for any quick and accurate answers in your first forecasting efforts. Support the show

Send us Fan Mail Week 20 Topic: Forecasting in Support Greg Skirving talks about how to deal with all the data variance that gives us so much trouble in forecasting. Support the show

Send us Fan Mail Week 20 Topic: Forecasting in Support Mike Redboard returns give really specific instructions on how to build a spreadsheet that does a lot of heavy maths lifting for our forecasting attempts. Support the show

Send us Fan Mail Week 20 Topic: Forecasting in Support Craig Stoss describes how he maps support load across the day, and looks for markers that might indicate he needs to increase coverage in his team. Support the show

Send us Fan Mail Week 19 Topic: Support Contributing to Revenue Josh Magsam and I consider how a Voice of the Customer program might be so much more than a few customer interviews, and can actually help your team surface valuable insights for the rest of the company. Support the show

Send us Fan Mail Week 19 Topic: Support Contributing to Revenue Erica Mancuso talks with me one-to-one for the first time, having guested earlier in the year on a panel. Here, we talk about how customer segmenting is key to setting support tiers and finding leads to sell those. Support the show

Send us Fan Mail Week 19 Topic: Support Contributing to Revenue Craig Stoss and I talk about recognising the value your product or service brings to your customers, and how that relates to revenue. Support the show

Send us Fan Mail Week 19 Topic: Support Contributing to Revenue Mo McKibbin joins me for the first time to talk about the topic that has defined such a huge part of her CS leadership career: Support Driven Growth.  Support the show

Send us Fan Mail Week 19 Topic: Support Contributing to Revenue Mike Redbord talks about the invaluable information and data your support team is already gathering, that might very well generate revenue. Support the show

Send us Fan Mail Week 18 Topic: Self-care in Support Lauren Rose Eimers has a background in genetic counselling, and joins me on the podcast to talk about looking after ourselves in a draining support environment. Support the show

Send us Fan Mail Week 18 Topic: Self-care in Support Hilary Dudek returns to talk about the oxygen mask approach to looking after a team during stressful times. Support the show