Latest posts by Jeff Gardner
It’s rare that one product manages to solve all of your needs or the needs of your customers – no matter how extensive or well designed it is. We all use a…
Sales 8 min read
It feels like we’re entering a golden age in relationships between customers and businesses. But really we’re just coming full…
Support 7 min read
Maslow’s famous pyramid shows a universal hierarchy of needs, and a similar framework can help us understand customers’ needs and…
Support 6 min read
When it comes to customer support, focus on the fundamentals, not the flash, to build a solid product with a…
Support 5 min read
There are hundreds of customer service metrics your support team can track. But you will only understand how well you’re…
Support 21 min read
With growth comes growing pains, and there are few places that feel those pains more than customer support. As your…
Support 5 min read
Customer support has undergone some dramatic changes over the past ten years. We’ve moved from call centers, to ticket-based helpdesks,…
Support 4 min read
The “voice” with which you talk to your customers isn’t about what you say, but how you say it. Voice…
Support 2 min read
When you are launching a new product, you care for every customer as if they were your last. You’re so…
Support 9 min read
We recently wrote about scaling a product team and we’re keen to share more of how we work. In that…