Episode 21 – Mikael Blaisdell on where Customer Service has been and where it’s going

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With 30 years in customer service, Mikael Blaisdell shares his insights into the past and on the future of the industry.

Highlights:

  • The forces driving the evolution of customer service
  • The future of customer service
  • Why SaaS changes everything
  • The importance of data

Show Notes:

Episode 19 – Mercer Smith-Looper on Launching an Online Community

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It’s not often we get to hear about how an online community gets started. Mercer Smith-Looper, Customer Champion and Community Moderator at Wistia, gives us the inside scoop on how the Wistia Community came to be and what it’s like to do both support and community management at the same time.

Highlights:

  • Going from idea to launch
  • Building community
  • Support and community
  • Getting started with community

Show Notes:

Episode 17 – Mike Grafham on Evolving Customer Success

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Mike Grafham, head of Customer Success at Yammer, shares his experiences growing his team and talking about the evolving nature of Customer Success.

Highlights include:

  • The origin of Customer Success at Yammer
  • Deciding which customers to talk to
  • Measuring Customer Success
  • Building a network of customers and partners
  • Moving from account based to activity based
  • Hiring for Customer Success
  • Building a Customer Success team
  • Tips for getting started in Customer Success

Show Notes:

Episode 16 – Christa Collins on Growing from 1 to 180 – Part 2

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Part 2 of Christa Collins’ interview on growing her team from 1 to 180.
Highlights include:

  • Changing how work gets done as the team grows
  • The role of teams and team leaders
  • Giving opportunities for the many, many talents of her people
  • Working with other departments
  • What to do if Christa had to do it all over again

Show Notes:

Episode 15 – Christa Collins on Growing from 1 to 180 – Part 1

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Christa Collins, VP of Customer Care at Squarespace, shares her experiences with the challenges of growing the team from 1 to over 180 people.
Highlights include:

  • Going from Christa’s kitchen to New York City
  • Is this a job or a career?
  • Facing the challenges of scheduling 24/7 support
  • Hiring and building a team in Dublin
  • Building relationships and culture across New York and Dublin

Show Notes: