The Supportive Podcast

Priscilla Brooke leads a team of support experts to help podcasters run, distribute, and grow their shows. In this episode she talks about her journey into support, and her approach to service at Buzzsprout.

Elevate CX founder Sarah Hatter chats with Mat (again!). This time, she shares her community building journey from idea to impact, revealing how in-person connections, shared wisdom, and a true sense of belonging have shaped Elevate CX into the community it is today.

For the full show notes, transcript, and links:

https://www.helpscout.com/resources/supportive-podcast/S1E9/

Sarah Hatter — support veteran, community legend, and founder of ElevateCX — joins Mat to talk about the early days of SaaS support, and the human support of the future.

Mat and a bunch of support experts share actionable tips, encouragement, and helpful advice for people new to support, those considering a support career, and even jaded veterans.

For show notes, further reading, and links to our contributors, see https://www.helpscout.com/resources/supportive-podcast/S1E7/

A huge thank you to everyone who contributed their wisdom to this episode!

Andre Linde, Blake Crenshaw (Buzzsprout), Brian Johnson (Buzzsprout), Cameron Mitchell (Help Scout), Chrissy Chavez (Help Scout), Cody Magnusen, Connor Pendergrast (CustomerSuccess.cx), Erica Clayton, Hilary Dudek (Gamma), Jen Weaver (Tetra), Jordan Dibb, Kate Chupp (Buzzsprout), Nivedha Venkatesh, (Page Loop), Priscilla Brooke (Buzzsprout), Raj Stalin, Sarah Caminiti (Abcam), and Shaun Van Heerden.

In the final Supportive Podcast of the year, Santa's dealing with change, just like the rest of us, and Mat has some thoughts and thanks as we consider 2025.

A stranger delivers a USB-C stick from the future, and Mat discovers it contains a recording of a corporate onboarding for new support staff in November of 2028. What does it all mean?

Mat's away on sabbatical, so this month we're sharing an episode of Epochal Growth, hosted by Sarah Caminiti and featuring Ben McCormack.

Huge thanks to Sarah for sharing her interview with us. To hear more from Sarah on Epochal Growth, visit https://www.epochaloperations.com/epochal-growth

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In Episode 6 of Epochal Growth, host Sarah Caminiti sits down with Ben McCormack, currently a fractional executive at Boldr and a seasoned customer experience professional. Ben and Sarah take a closer look at the world of customer journey mapping and its critical role in driving customer-centricity within organizations.

Ben shares the possibilities when you focus on cross-functional collaboration and aligning teams around the customer journey. He provides examples of how journey mapping can pinpoint and resolve issues at various stages, emphasizing the power of naming journey stages to enhance communication and organizational alignment. The episode offers practical techniques for socializing the customer journey, such as customer learning rooms and spotlighting customer stories, highlighting the need for leaders to grasp the entire customer journey to identify trends and root causes of customer challenges.

Discover how journey mapping can unify your company around customer value and drive significant business impact. Tune in to learn how you can leverage this powerful tool to enhance customer experience and achieve greater organizational success.

Mat describes his first customer service experience working as a paper boy. What was yours? Email [email protected] to let us know.

Mat chats with Elyse Mankin, experienced support leader and former headband girl to talk about her experiences moving from frontline support into a leadership role.

They discuss the challenges of making time to get out of the queue, Elyse's strategies for planning her time, delegation, and focus, her favourite leadership resources, and the power of yacht rock.

For the full show notes, links, and further reading, see https://www.helpscout.com/resources/supportive-podcast/S1E5/

In this episode, Mat shares stories and lessons from six examples of customer service fails throughout history — from poor quality trade goods in ancient Mesopotamia to spectacularly bad motel service in present-day Australia.