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Is Customer Support helping you build better products??
support

Is Customer Support helping you build better products??

Every department needs to think about value creation, and how to make the company stronger. In Customer Support, value is created when a customer has a great service experience, and a problem is resolved. That effort results in a positive customer experience today, but how can it be leveraged to

  • Jeff Schnurr
Jeff Schnurr Jan 3, 2015 • 3 min read
12 steps to converting a customer crisis into loyalty
support

12 steps to converting a customer crisis into loyalty

Your customer is furious.  They have a critical business dependency on your product, and some glitch has degraded it or taken it completely out of service.   They turn to you, and the technical support team, to make things right.  Fix it now. If you're in technical support, you've seen this

  • Jeff Schnurr
Jeff Schnurr Aug 31, 2013 • 7 min read
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