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Week 65 Topic: Support in the Business

Josh and I settle on the idea that a Support team that generates revenue is effectively another product, and deserves similar investment and approach.

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Week 65 Topic: Support in the Business

Craig returns to reinforce the idea that "Customer Experience is a mindset, not a department".  We talk about how Support relates to all parts of the business with that in mind.

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Week 65 Topic: Support in the Business

Natalie leads a team that has been everywhere in the business! Here, we talk about the relative merits of each placement, but also the advantages and problems inherent in those moves.

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Week 65 Topic: Support in the Business

Doug Akers joins me for the first time today, to talk about Support in the Business. Doug is a strategic technology leader who firmly believes in the mantra of customer, company, team, self. He believes that only when this order is respected can you unlock the true potential of each situation and individual. Over his career Doug has lead technology support, success, product, engineering and sales teams to both personal and professional success within the health, education, ecommerce, and manufacturing industries. His strong focus on the customer allows him to break through the noise and focus himself and his teams on what matters - solving customer’s problems and providing them with opportunity for movement and growth.

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Week 65 Topic: Support in the Business

Greg joins me to talk about the role of Support in the business, and reminds me that a user guide is another form of support! 

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Week 64 Topic: Startup Support

Diane Garcia debuts on the podcast to talk about the freedoms that come with working in a startup, and nice it would be to have a bottomless budget. 

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Week 64 Topic: Startup Support

Nicole Jackson found that many startup founders cared a lot about their customers, and hit a lot of the same problems when it came to scaling. What experiences did they all have in common?

Once you’ve listened to this episode, head over to her new podcast – Support Night School, and read up on her consultancy practice at Solid Support Strategy.

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Week 64 Topic: Startup Support

Aurore Lanchart comes back after a long break, to talk about the importance of establishing tone in a startup.

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Craig believes one of the challenges with support in a startup environment is that it often begins with people who have never done support before. Here we discuss stepping into that environment as the first support leader.

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Week 64 Topic: Startup Support

Zeni Bandy returns to the podcast this week, to talk about tackling support in a startup environment. Her biggest piece of advice: “Get help!”

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