I spoke to a group of entrepreneurs recently regarding the connection between Support and Customer Development. This has been a favorite subject of mine for some time, but this was the first time I tried to do a comprehensive presentation on the topic. As I put together the presentation, I realized that there was really…
Category Archives: Leadership
Signal vs. Noise
These habits are designed to create unexpected moments with Signal. Each moment with Signal is a moment that you’re killing the Noise and they exist so you remember what it feels like to care rather than just do. Excerpt from: Rands In Repose: The Noise What habits have you created in order to put more…
Why do customers call you?
Call deflection has been a big thing in support for years. Get the customers to look it up themselves; give them some stuff from the knowledge-base before letting them submit a case – heck, some companies even leave customers on hold just so that some of them will go away. But why are these customers…
Go where the conversation is happening
Customers have always talked about your brand. Those conversations have gone on in the bleachers of the little league game, at weekend parties, over lunch, and of course, at the water cooler. Those conversations were happening, but you had no way of knowing it. There was no way you could find them and listen in,…
Crisis Management – learn from Apple
A quality that I find hugely important but increasingly rare in people is the willingness to admit mistakes. Growing up I wasn’t really part of a culture in which mistakes are openly discussed and used as an opportunity to learn. For a long time, my own approach was therefore one of just moving on or…
Steve’s HR Technology – Journal – The Conference Room Paradox
Steve Boese considers the conference room… You know you have all been there before. The big conference room paradox. Organizations drag everyone into a central location called ‘the office’, but then parcel out space in small increments of cubes and private offices, and there is hardly any space to actually interact and communicate and collaborate….
