Who owns the support website?
Many thanks to Tina Yarovsky for suggesting this topic. We’ve designed many support websites, and with every project comes the question of ownership of the
Blog: Technical Support
A Podcast!
Sandeep Jain interviewed me a couple of weeks back to talk about my favorite topic: support! You can find the episode here. It’s episode 15.
Summer Reading: Difficult Conversations
Another summer reading installment! Difficult Conversations: How to Discuss What Matters Most is a wonderful business book that masquerades as a self-help book. I find it
Trainers don’t matter (and other surprising facts about training)
Misconception #1: The trainer/facilitator is the most important factor for successful training Maybe not. It turns out that the most critical actor for success is
Summer Reading: Customer Experience 3.0
Another summer reading installment! Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service contains many ideas on improving customer experience, but one sticks with
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
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