{"id":25174,"date":"2020-12-22T14:39:25","date_gmt":"2020-12-22T14:39:25","guid":{"rendered":"https:\/\/www.intercom.com\/blog\/?p=25174"},"modified":"2024-07-18T12:00:29","modified_gmt":"2024-07-18T11:00:29","slug":"2020-on-scale","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/2020-on-scale\/","title":{"rendered":"What we learned from Scale in 2020"},"content":{"rendered":"

This year, <\/span>we launched Scale<\/span><\/a>, a new content strand focusing on how industry leaders are propelling their companies forward by keeping their customers front and center.\u00a0<\/span><\/p>\n

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.<\/span><\/p>\n

“Businesses moved online in new and creative ways that allowed them to recreate and maintain the personal connection with their buyers”<\/p><\/blockquote>\n

It\u2019s 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), <\/span>businesses moved online<\/span><\/a> in new and creative ways that allowed them to recreate and maintain the personal connection with their buyers even when they couldn\u2019t operate in person.<\/span><\/p>\n

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.<\/span><\/p>\n

So what did we cover this year?<\/span><\/p>\n

We thought deeply about what defines great customer support<\/span><\/h2>\n