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What we learned from Scale in 2020

Main illustration: Jason Yim

This year, we launched Scale, a new content strand focusing on how industry leaders are propelling their companies forward by keeping their customers front and center. 

When we created Scale, we had no idea what the year would hold in store; we simply knew that investing in long-term customer relationships was the key to success. As it happens, 2020 has only reinforced this, by highlighting again and again the importance of strong customer relationships as the structural foundation on which solid businesses are built.

“Businesses moved online in new and creative ways that allowed them to recreate and maintain the personal connection with their buyers”

It’s been a challenging year for businesses and consumers alike, with many of us having to make significant pivots in both our professional and personal lives. But as the physical distance between us increased (to a minimum of 6ft, please), businesses moved online in new and creative ways that allowed them to recreate and maintain the personal connection with their buyers even when they couldn’t operate in person.

With this new context in mind, Scale looked at key trends and emerging ways of thinking, offered strategic guidance to business challenges, and gleaned key insights from industry leaders navigating the new landscape.

So what did we cover this year?

We thought deeply about what defines great customer support

We laid out some actionable ways to improve your customer support in the new year

We talked to some incredible industry leaders about how customer relationships have been central to their growth

What’s coming in 2021?

This year has seen unprecedented accelerations in the way we use technology to interact with and provide for our customers, and there’s no turning back now.

With strong customer relationships proving to be more crucial than ever to companies’ ongoing growth and success, we’ll be continuing to explore how you can navigate this landscape in a personalized, customer-centric way – even as you scale. And as business invents a new normal, we’ll be talking to the people leading the charge.

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