A Smart Bear · Jason Cohen
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12 May 2024Profit
Source excerpt
About A Smart BearIs "customer service" a genuine service? Or is it a shield so that most people at your company never have to speak to one of those pesky customers?
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Apollo layer
What a founder can learn
Founder takeaway
Treat customer service as a company-wide learning channel, not a buffer that isolates the rest of the team from customers. Create regular ways for decision-makers and product builders to hear customer problems firsthand.
Why it matters
When customer contact is confined to a support team, the people shaping the product and company can lose access to the evidence they need to understand recurring problems and improve the customer experience.
Relevant guides
Put it to work
Ask: Who outside customer service spoke directly with a customer this week, and what decision changed because of it?
Private notes