Reinventing Support
Now is a great time to make big changes, as you plan for 2025. And yet, many of us find it hard to think about reinvention, as day-to-day crises often take priority, and to be honest it’s a lot easier …
Tag: strategy
Challenge Your Assumptions
Are you feeling stuck because you’ve tried “everything” and it seems that you have high walls all around you. Challenge your assumptions! Here are five examples with their matching counter-strategies. Customers will never pay for support/success Larger customers will gladly …
Slow Productivity? Really?
In Support, we are always busy. But are we productive? Cal Newport, the author of Slow Productivity:Â The Lost Art of Accomplishment Without Burnout wants us to move from busy-ness to true productivity by following three principles: Do fewer things Work …
Do I need a dedicated escalation team?
A common question I get from support executives is whether they need to create a dedicated escalation team. Usually, they ask because they just went through a bad escalation that left some serious scars and/or because they feel they …
How to Become an Influencer (Business Version)
There are many occasions when we need to influence other organizations to change their ways so that we can provide a better customer experience. Here are some examples: The Sales team is selling into accounts with use cases that tend …
4 Tips for Budget Planning Season
For many of us, budget planning is looming. It’s a great opportunity to literally shape the future of your organization, but it can also be a tad overwhelming. Here are 4 tips to get you started serenely, and set you …
What happens when we start from the customer’s perspective?
When your customers need help, are they confronted with convoluted instructions like these? â‹… Chat with us! [only for product B, C, and D] â‹… Schedule a callback [only for customers in the UK] â‹… Call us [24×7 for assistance …
What happens when we start from the customer’s perspective? Read more »
3 Things to Do Now to Make 2022 a Success
We only got a few weeks, so I’ll keep it simple: Identify your low performers and ignore them. Remember that your low performers could be amongst your highest-skilled, highest-paid team members. Now that you know who they are, lavish your …
Managing Up [aka Communicating with Executives]
Your team is humming. Customers are happy (mostly). You’ve made some great hires. Think your great performance will get you recognition, resources, and a well-deserved promotion? Not if you don’t know how to toot your organization’s horn, at least a …
The FT Works Support Maturity Model — for Metrics
We are working our way through the layers of the FT Works Support Maturity Model. After discussing how it applies to support offerings, support processes,  support organizations, and support tools in the last months, I’m back to discuss metrics. A quick …
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