In this conversation, we talk effective customer advocacy and advocating for support teams with Meghan Gallagher, a support operations professional and consultant.
We discuss moving beyond isolated Slack messages to build powerful, data-backed stories for product teams. Meghan shares strategies for bridging the gap with product and engineering, proactive trend spotting, and the powerful impact of improving internal support processes.
All content for Growth Support is the property of Neal Travis and is served directly from their servers
with no modification, redirects, or rehosting. The podcast is not affiliated with or endorsed by Podjoint in any way.
In this conversation, we talk effective customer advocacy and advocating for support teams with Meghan Gallagher, a support operations professional and consultant.
We discuss moving beyond isolated Slack messages to build powerful, data-backed stories for product teams. Meghan shares strategies for bridging the gap with product and engineering, proactive trend spotting, and the powerful impact of improving internal support processes.
We're measuring the customer experience wrong. Traditionally we use metrics that focus so much on how we handle the experience, but we don't measure the real value customers receive.
That's exactly what Craig Stoss, VP, Partnerships and Success at KODIF, joins me to talk through!
What is friction in the customer experience?
When is it acceptable?
Where should we cut it out?
And how can we maximize value for customers
(and more)
Here is the original article that sparked the conversation, and is referenced throughout: https://www.partnerhero.com/blog/we-are-measuring-customer-experience-wrong
Hope you enjoy!
Growth Support
In this conversation, we talk effective customer advocacy and advocating for support teams with Meghan Gallagher, a support operations professional and consultant.
We discuss moving beyond isolated Slack messages to build powerful, data-backed stories for product teams. Meghan shares strategies for bridging the gap with product and engineering, proactive trend spotting, and the powerful impact of improving internal support processes.
