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Specials: Fireside 44

Matt and I have no complaints. Plenty of other people do, though: customers! How do we deal with those complaining customers, whether we agree with them or not?

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From The Archives: Specials: Fireside 14

Chris Taylor returns today, having recently taken on a new business function - Customer Success - and then we fangirl/fanboy on Jira a little!

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From The Archives: Specials: Fireside 13

Tadas Labudis comes on the show to talk about ticket tagging taxonomies and tactics! Then we wrap up the show but the conversation continued - so I’ve included the bonus tip, too!

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Specials: Fireside 43

Vaishali Dialani is Head of Customer Experience at NOW Money, a fintech company with a unique customer base and on a mission to ensure everyone has instant access to financial services they can, and want, to use - no matter who they are, where they are from, or how much they earn.

Vaishali and I talk about the specific challenges in supporting these customers, and the most important commodity: trust.

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Two guests for the price of one today as Whitney Brittingham and Aakrit Prasad join me to discuss the relationship between Product Led Growth and Support Driven Growth.

Whitney has been in Support for over 8 years, and is currently the Director of Customer Success and Support at AptEdge, an enterprise software company backed by top VCs on a mission to transform customer support into a revenue driver for companies

Aakrit is the Co-Founder & CEO of AptEdge. Prior to that Aakrit was a product executive who previously led products & teams at early stage, growth stage, and public technology companies.

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Specials: Fireside 41

Andrew Ou is a UX Strategist/Designer and joins me to discuss the role UX plays in CX, and specifically in Customer Support. He also has a free guide for listeners, giving you 5 ways UX can help SaaS companies can increase revenue and profitability, which is something we all want to know!

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Specials: Fireside 40

Reagan Helms and I discuss what when you have experienced folks who do not want to step into leadership. How do you develop them in other ways once they bump up against the proverbial glass ceiling?

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From The Archives: Specials: Fireside 11

Sandra Thompson comes to share her significant expertise on Emotional Intelligence and its importance in our ability to serve customers.

We break EI away from Empathy, and talk about some of the elements of EI. After we finished recording, Sandra also mentioned a workshop she runs using Riders and Elephants, a brilliant resource to help businesses build emotional intelligence. Sandra also mentioned Dr. Daniel Goleman and his insights on the topic of EI, which I highly recommend you check out. 

In passing, I also talked briefly about a notion of walking alongside our emotions that I'd heard in a TEDTalk, but couldn't recall this one. I found it. It is Susan David talking about Emotional Courage. 

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Specials: Fireside 39

Craig and I share similarly long tenures in Support - and may even have encountered each other in the wild at one point in the early 2000s! Today, we talk about the evolution of support channels.

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Specials: Fireside 38

Sam Semuhin returns today to talk about how we can empower our teams to achieve their best selves, deliver their best work, and hire the best!