Summer Reading: The Trusted Advisor
This summer, I’m re-reading some customer experience classics and sharing the highlights here. My favorite book on the topic is probably The Trusted Advisor by Charles
Blog: Technical Support
Do communities and social support work?
Many thanks to Tony Long for suggesting this inquiry on whether social support and communities really work. Many support organizations have rolled out social channels but few
6 Things I Learned at the TSIA Conference
As has become my tradition after the May TSIA conference, I gathered 6 ideas I hope will be useful to you. 1. Work on a
“How professional was your support rep?” and other useless survey methods
Many thanks to Haim Toeg for suggesting this topic. Are you still stuck with the 80s-style “Please rate your support engineer’s level of professionalism and
The $10,000 Escalation
Let’s start by acknowledging that the support field uses the word escalation to mean two things: out-of-organization handoffs (as in, I need a bug fix
Five Tips to Modernize Your Support Organization (A Webinar Invitation)
I will be speaking at ASP’s upcoming webinar next week, Thursday, April 18th at 9am Pacific about culture changes required to transform support organizations. Please join
Going to the TSIA conference? Here’s a 25% discount coupon you can use!
I hope to see all of you at the TSIA conference in San Diego May 6-8. FT Works will have a booth in the Expo.