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Week 40 Topic: Freelancing in Support

Jenny, who was my first ever guest, returns to talk about how her side hustle became a full-time job, and how she’s had to find a balance that works for her.

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Week 40 Topic: Freelancing in Support

Zeni Bandy returns to talk about how freelancing is a great opportunity to both pivot and learn.

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Week 39: Bonus - INBOUND 2020

Today I finally get the opportunity to share my session from INBOUND 2020 with you! Thanks to the awesome folks at HubSpot for producing this amazing virtual event. Also, I have a request for you.

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Week 38 Topic: CSAT

Simone Secci thinks we should pay particular attention to the negative reviews.

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Week 38 Topic: CSAT

Chris Taylor and I talk about what happens when CSAT takes a turn for the worse.

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Week 38 Topic: CSAT

Nicholas Zeisler joins me for the first time, and we talk about all the levers and at play in a CSAT measure. 

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Week 38 Topic: 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.

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Week 38 Topic: CSAT

Denise Twum talks about how we might look at all the different aspects and influences on any CSAT measure, and how we might react to them.

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Week 37 Topic: Support Scope

Mike Redbord believes you can build the scope of Support by saying “Yes” as much as possible!

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Week 37 Topic: Support Scope

Mo McKibbin and I discuss whether it’s better for a support team to fragment internally to scale, or it’s better to limit scope and move responsibilities to other teams.

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