What’s Your Time-to-Smile Number?

Customer success and support execs often are the bearers of bad news for an organization. When things go wrong, they are the proverbial “one throat to choke.” In an enterprise, this is particularly galling because many of the issues are not within the control of the customer service/support person. Buggy products, incorrectly calibrated expectations during the sales cycle and disruptions anywhere in the delivery process can cause frustration for customers. It’s no wonder that “customer satisfaction” is not a measure they like, particularly if too much of one’s bonus is tied to this measure.

To help the organizational silos better understand that everyone exists to care for the customer, there is a new metric that requires your attention. We call it “Time-to-Smile.”

It’s rooted in the idea that “we’re all in this together.”

Read more

Want to be more customer focused? Stop focusing so much on customers.

Is it possible for someone to be too customer-focused? 

Why, yes, it is.

I’m reminded of a company we worked with a few years ago. As a highly respected global leader of specialty equipment that cost hundreds of thousands of dollars, with the total annual contract value of the sale reaching much higher than that, its customers expected immediate responses, focused attention, and superior service. The manufacturer’s team of experts spent a lot of time and money ensuring the customers got exactly what they wanted and needed. 

Read more

Rethinking the Legacy of a Leader

The definition of “a leader,” specifically in the corporate world and western hemisphere, has morphed and evolved quite a bit in the last century or so. Early in the 19th century, a business “leader” was a titan of industry, usually a once-poverty-stricken lad (and yes, way back when, it was a young man) who pulled …

Read more

Free resources from Roundtables with Phil — Developing Leadership Skills

Service leaders often are the pillar that others lean on when things descend into chaos.

But what happens when everything collapses around us, and we too feel the crushing weight of a pandemic that upends all our plans and stresses our systems, our people, and ourselves to the limit?

We can muddle through, or we can build on the foundation that marks our profession—the willingness to help each other—to know that all of us are better than any one of us.

Introducing Roundtables with Phil

That’s why we invited 28 service leaders — colleagues, customers, industry leaders, and thought gurus to orchestrate a series of roundtable conversations to explore ways to help each other and share tips, “gotchas,” and new best practices as we navigate our way to surer footing.

Read more

6 simple questions firefighting chiefs ask—and you should, too

As leaders, we have grand plans: those that will help our organizations, our customers and dare we admit it—our own careers. Unfortunately, we don’t have much time to translate strategy into practical projects for our operational managers to implement. So, we end up with statements like: Here’s what we need to do by X date, …

Read more

Enterprise startup hack

(or how to get results from a Pilot in 30 days)

When we walked prospects through the results they’d see in just 30 days using Klever Insight software—a digital coach for tech support managers—the most common reaction was: “Sounds too good to be true. Can you prove it works?” And we were stumped.

Klever Insight is the world’s first digital coach that uses augmented intelligence—a human-centric application of artificial intelligence—to provide tech support managers the confidence and time they need to implement strategy, in just minutes a day. So how do we  prove that a digital coach helps managers achieve a better outcome than managers that receive no coaching?

Read more

What does Drinking Champagne have to do with building modern enterprise software?

When we brought together leading organizations and leaders in companies to create a modern, open, balanced measurement scorecard — the Open Customer Metrics Framework (OCMF) — there were some measures we called ’emerging measures’. These are measures we felt were important, but we didn’t really have specifics on how to capture them. I’ll walk through one of the more intriguing ones, and how we use this internally at Klever Insight.

Read more

Birds, Bees and … Intelligent Swarming?

For a while now, forward-thinking customer support and call center managers have realized that the traditional ‘tiered’ support model (Level 1 staff escalating to Level 2 escalating to Level 3 staff) is outdated and inefficient.

Read more