Customer Support Leaders

Send us Fan Mail Specials: Fireside 36 Sam Semuhin is Customer Care Manager at Upflow . Today, she wanted to talk tools! We cover the pain, the overthinking, the money, the user experience… and everything! Support the show

Send us Fan Mail Specials: Fireside 35 Jason Yun , co-founder of Relay , has a background in the medical profession, and had his interest piqued by my chat with Ethan a couple of weeks ago. Here, we move away from Emergency Care and into the comparison with Community Care. How do we set up our customers for success?  Support the show

Send us Fan Mail Specials: Fireside 34 Empress Val has led Product, and led Support. How should these teams work together? We talk about Product accessing Support data, and meander around tagging, customer verbatim and all other related things. Support the show

Send us Fan Mail Specials: Fireside 33 I hooked Craig back, as we kick off 2022 (!), to talk about what is probably top of mind for a lot of us: goals and OKRs. Support the show

Send us Fan Mail Specials: Fireside 32 Ethan Walfish believes there are a lot of things we can learn in Support from the medical profession. Also: when is an Operating Room not an Operating Room? When it’s an Operating Theatre. Support the show

Send us Fan Mail Specials: Fireside 31 Ash returns to tell me I’m wrong. I tell him he’s wrong. And then we have a very civilised discussion about the double-edged sword of getting your team to track their time. Should you or shouldn’t you? Support the show

Send us Fan Mail Specials: Fireside 30 Simone returned for a chat in mid-December ’21, to talk about building careers in Support, and specifically helping people in your team transition to leadership. Support the show

Send us Fan Mail Specials: Fireside 29 Matt joined me in the run-up to Christmas, and in the wake of The Great Resignation, to talk about: what happens when good people leave? Support the show

Send us Fan Mail Specials: Fireside 28 Craig joins me to talk about one of my passions - data! In this case, what’s useful for your Support team to know, right where they are: talking to customers? Support the show

Send us Fan Mail Specials: Fireside 27 Here, 100 weeks into the podcast, we ask: ‘How does your CX match up to your company values, mission and ideals?’ Join me in conversation with Nate Brown as we talk about his idea of “Mission-Driven CX”! Support the show

Send us Fan Mail Week 99 Topic: Reflecting  Looking back over some of the best advice, and a couple of bonus outtakes from the last 99 weeks of the podcast!  Support the show

Send us Fan Mail Looking forward to 100+ weeks! Support the show

Send us Fan Mail From The Archives: Fireside with Mo McKibbin Mo McKibbin talks about the challenges of screening for those magical unicorns: technical, customer success-support hybrids, remote, in Europe, ideally with specific industry experience. And we excitedly steal each others' favourite interview questions. Support the show

Send us Fan Mail From The Archives: Fireside with Tue Søttrup Tue Søttrup helps me kick off this new Fireside season with a conversation about Product-Led Customer Success, and how Dixa have used this approach to drive product engagement and business improvements for the customers at the same time. Support the show

Send us Fan Mail From The Archives: Diversity and Inclusion Antonio King joins me to talk about the importance of keeping the conversations going, no matter how uncomfortable it feels.. Support the show

Send us Fan Mail From The Archives: Scary Support Stories Todd Curtis tells the scary story that inspired this whole week of terrible tales. I heard this at a conference two years ago and it still gives me chills.  Support the show

Send us Fan Mail From The Archives: Scary Support Stories Matt Dale joins me to tell the story of a possessed laptop. And I have rather too much fun with sound effects.  Support the show

Send us Fan Mail From The Archives:: 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 From The Archives: Support’s Relationship to Product Andrea Saez joins me for the first time, where we talk about capturing all customer conversations and using that feedback to validate the product roadmap. Support the show

Send us Fan Mail From The Archives: 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 From The Archives: 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 From The Archives: 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 87 Topic: “In Support, I Believe…” Simone Secci shares his Support Belief: It’s not always about giving the customer exactly what they expect. Support the show

Send us Fan Mail Week 86 Topic: “In Support, I Believe…” Matt Dale shares his Support Belief: It’s all about making a human connection. Support the show

Send us Fan Mail Week 85 Topic: “In Support, I Believe…” Craig Stoss shares his foremost Support Belief: The Customer Experience is the most import consideration Support the show