Latest posts by Jeff Gardner
As a human being, storytelling is one of the most powerful tools in your arsenal. It works in just about every situation where other human beings are involved and, contrary to what…
News & Updates 4 min read
It’s rare that one product manages to solve all of your needs or the needs of your customers – no…
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 31 min listen
Broadly speaking you can solve customer problems two ways. You can solve them directly with customer support or try and get to the root cause by building or improving a product.