7 posts • 6 authors
Having highly skilled customer service staff is not enough to succeed. Here's how to build a company wide culture of service.
Shep Hyken • 3 min read
Learn how to build a successful support-driven business
• 34 min read
Customer-centric companies focus every part of the business on their customers. Help Scout’s founders explain how they think about customer service in their different roles.
Nick Francis • 7 min read
Chris Bowler helps you think through how to organize SaaS support and success teams.
Chris Bowler • 13 min read
True customer focus requires the involvement of the whole team, not just support. Support-driven growth is the path to greater customer experiences.
Mathew Patterson • 1 min read
Customer support isn’t a cost center, it’s a vital bridge between the initial sale and creating long-term value for your customers. Simon Ouderkirk from Automattic challenges customer support teams to fight for the revenue they generate.
Mathew Patterson • 11 min read
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A vision is the most essential element in customer service. It's a shared definition of outstanding service that gets everyone on the same page.