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The customer data focused webinar will take place already this Thursday and I'll have a chance to moderate this and talk to Assembled's Head of Sales and Success Jen, Prodsight's CEO and Founder Tadas, and Klaus' Empress of Product Valentina.
If you were me, what would you ask from them? I'm taking both recommendations as well as inviting you to attend and share it with the panellists.
In any case, I'd like to see you all there (here's the registration link just in case).
See you!
Klaus joins forces with Assembled and Prodsight on how to analyze customer data to purr-vide insights on root causes and future needs.
We will have three experts joining us to discuss this matter. On September 16, 10AM PDT / 7PM CEST we'll take a deep-dive to this topic together with:
✨ Jen Ong Vaughan, Head of Sales & Customer Success at Assembled,
✨ Valentina Thörner, Empress of Product at Klaus,
✨ Tadas Labudis, Founder and CEO of Prodsight.
There will be plenty of room for Q&A, so prepare your questions and see you! 🐾
Klaus' Empress of Product @Valentina Thörner wrote a great post about measuring quality. She offers a great view-point to how metrics are used, what's their purpose and what can be done with them.
Also, this:
They say “what gets measured, gets managed” – and that is true from a management point of view.
From an employee’s point of view, the adage goes more like “what gets measured, gets manipulated” as everyone tries to excel in exactly the metrics that are deemed as important by the company.
Read it here: https://www.klausapp.com/blog/what-gets-measured-gets-manipulated/
Good friends at Support Driven are currently running a CS Salary Survey to gather insights on various support roles. Help them out by submitting your answers before 31 August. It takes < 10 minutes and your participation would mean a lot!
Here's the link: https://forms.gle/vQx5JfwPPF8oRz1DA
🙏
In very broad terms, you can find out by grabbing the latest episode of Fireside Chats with Valentina and Klaus.
This time, Val chatted with Emilie Robert. She's the Enterprise Customer Success Executive and shared her experience on taking care of customers and keeping up with partnerships during and after the pandemic.
Also - there are some interesting bits about film industry 💡.
Listen it yourself: https://www.klausapp.com/blog/fireside-chat-enterprise-customer-success-zendesk/
Hello lovelies!
This Sunday (August 8) is International Cat Day. And to celebrate this properly, we're throwing a surprise giveaway 🎁 🎉
How to participate?
1. Share a photo or video of your cat(s) in the comments 👇
2. You're done! Feel free to share your love to other cats 💜
Next Monday, we will randomly select 5 furr-tunate cat owners who will receive a surprise-box featuring some of our best (and new) swag.
And make sure to treat your cat with purr-sents on August 8, at the International Cat Day. 🐾
Hooray! 🐾
It's been some time, but that gave Klaus 🐈⬛ a good opportunity to hunt for even better job opportunities. Check 'em out:
✨ Head of Business Customer Support at Wise, Tallinn or Budapest
Wise is looking for a Head of Business Customer Support to help their teams deliver a Business Support experience that delights customers, scales globally with Wise's growth and helps them drop costs towards zero. Among other things, this person's mission is to lead, grow, and build the teams, partner with other heads of CS, and move meaningful metrics.
✨ Head of Customer Experience at Princess Polly, LA
Reporting into the Director of Operations the US Head of Customer Experience (CX) is an innovative, operationally-minded strategic leader, who is responsible for ensuring a best in class customer experience for the Princess Polly community, and ensures that their customer’s voice is represented across global organization. The Head leads and scales a team of CX professionals, and acts as a mentor for the management team to achieve business and department objectives.
✨ Product Support Specialist/Engineer at Otter.ai, California
Otter.ai's AI-powered collaborative note-taking app works across Zoom, Google Meet, and Microsoft Teams to help teams record, transcribe, search and share meeting notes. As a Product Support Specialist/Engineer, you will require a broad set of skills to cover a wide range of responsibilities: to keep customers happy, productive, and ensure that they have the best possible experience. This person will also partner with the product dev team to share customer feedback and make the product better.
✨ Customer Support Representative at Hopin, remote
Hopin is seeking a new member to join our Customer Support team as a Customer Support Representative. This new member is someone who is self-driven, detail oriented and ambitious! We're looking for someone with strong experience in this field, able to make decisions on the go, supportive, innovative and a team player.
✨ Director of Global Customer Success Practice & Programs + loads of other CS/CX jobs at Okta, various and remote
The Global Customer Success Director will be responsible for accomplishing customers’ business objectives thereby driving business value and executive alignment between Okta and our customers. This person will lead a global program staffed by Customer Success professionals in various regions around the world who drive positive business outcomes and value for our largest global customers. In addition, the director is responsible for driving certain strategic initiatives of Okta Customer Success from time to time, owning both the resources as well as the program direction and objectives.
I.e:
Do you feel that the 1-1s are useful?
(So. Many. Questions! 😅)
Members of this community: @Daniel Figueiredo , @Chris Jewitt, @Valentina Thörner and @Martin Kõiva opened up a consultation-kiosk - you can book a free consultation with any of them and get answers to your customer service or support quality related questions.
Actually, no topic is off-limits. They all are happy to share their knowledge, experience and stories with you. It's not a sales demo, pinky promise ✌️
Read more about it and book your session here.
Recapping last week's webinar with Loom and Zendesk: we talked about customer service consistency and how to achieve or maintain it.
My 3 takeaways were:
1) You can't predict all of your customers' expectations but you can build great customer experience by using journey mapping 🛣
2) If you are not spending enough of your time improving your help center and your self service resources, your support volume may explode and you will be firefighting. 🔥
3) By having everybody read through the customer interactions every month, you are better aware of the challenges that your customers are facing. That's right, this is the power of peer reviews 🤜🤛
Now, which companies with great customer service you can recommend me and why is yours one of them? 🤓
