Customer Support Leaders

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

Send us Fan Mail Week 84 Topic: “In Support, I Believe…” Ryan Klausner returns, this time from a new role, to share his most fundamental Support Belief: Agent Experience is as important as Customer Experience. Support the show

Send us Fan Mail Week 83 Topic: “In Support, I Believe…” Your very host, Charlotte Ward, tells of her most fundamental Support Belief: Metrics should measure, not rule. Support the show

Send us Fan Mail Announcing a new format, based on “ This, I Believe …” Support the show

Send us Fan Mail Week 81 Throwback: 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 Week 81 Throwback: 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 Week 81 Throwback: 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 81 Throwback: 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 81 Throwback: 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 80 Throwback: 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 80 Throwback: Support Contributing to Revenue This is such an interesting topic for most of us, that we’re visiting it twice this Throwback Week!  In this episode from the archives, 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 80 Throwback: 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 80 Throwback: Onboarding New Hires Ash Rhodes isn’t a List Person, but he knows they’re useful for onboarding. We also find a name for that spyglass thing you do with your hands. Support the show

Send us Fan Mail Week 80 Throwback: Building Leaders in Your Team    Meredith Molloy returns to talk about how you spot, and care for a unicorn! Support the show