From the Ivory Tower To Servant’s Quarters MIKE GOZZO / SUPPORTKIT @GOZMIKE
FROM THE IVORY TOWER TO THE SERVANT'S QUARTERS: CONNECT EVERY EMPLOYEE TO YOUR CUSTOMER
Jul 15, 2015
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From the Ivory Tower To Servant’s Quarters
MIKE GOZZO / SUPPORTKIT@GOZMIKE
FROM THE IVORY TOWER TO SERVANT’S QUARTERS
SUPPORTKIT.IO@GOZMIKE
1. Users
WHO PROVIDES THE MOST VALUABLE FEEDBACK?
2. SUPPORT
FROM THE IVORY TOWER TO SERVANT’S QUARTERS
SUPPORTKIT.IO@GOZMIKE
1. PRODUCT MANAGERS
WHO HAS THE MOST INFLUENCE ON THE PRODUCT?
2. EXECUTIVES
84%
16% COMPANIES WITH AN EFFECTIVE CUSTOMER
FEEDBACK PROCESS
FROM THE IVORY TOWER TO SERVANT’S QUARTERS
SUPPORTKIT.IO @GOZMIKE
86%
14% COMPANIES WHERE SUPPORT CAN EFFECTiVELY
INFLUENCE PRODUCT
FROM THE IVORY TOWER TO SERVANT’S QUARTERS
SUPPORTKIT.IO@GOZMIKE
@GOZMIKEMIKE GOZZO / RADIALPOINT
burn down your back office
@GOZMIKEMIKE GOZZO / RADIALPOINT
open customer development
SLACKING without Borders
put customer feedback where it can’t be ignored
FROM THE IVORY TOWER TO SERVANT’S QUARTERS
SUPPORTKIT.IO@GOZMIKE
@GOZMIKEMIKE GOZZO / RADIALPOINT
FROM THE IVORY TOWER TO THE SERVANT’S QUARTERS
@GOZMIKEMIKE GOZZO / RADIALPOINT
FROM THE IVORY TOWER TO THE SERVANT’S QUARTERS
@GOZMIKEMIKE GOZZO / RADIALPOINT
GET THE CONVERSATION STARTED@GOZMIKEMIKE GOZZO / SUPPORTKIT
FROM THE IVORY TOWER TO SERVANT’S QUARTERS
SUPPORTKIT.IO@GOZMIKE
MESSAGING WILL BECOME THE PRIMARY FORM OF COMMUNICATION BETWEEN BUSINESSES AND CONSUMERS
FROM THE IVORY TOWER TO SERVANT’S QUARTERS
SUPPORTKIT.IO@GOZMIKE
PROACTIVE MESSAGING IS MORE THAN MARKETING
GETTING PROACTIVE ABOUT CUSTOMER SUCCESS
‣ WELCOME NEW USERS ‣ RECONNECT with CHURNED ‣ EDUCATE USERS ‣ ASK FOR REVIEWS
Keep communication brief, simple and honest.
Seek qualitative feedback that analytics tools simply can’t provide.
Prioritize learning over “conversion”
FROM THE IVORY TOWER TO SERVANT’S QUARTERS
SUPPORTKIT.IO@GOZMIKE
SHUT UP AND GET OUT OF THE WAY
FROM THE IVORY TOWER TO SERVANT’S QUARTERS
SUPPORTKIT.IO@GOZMIKE
B E G TA K E T H E F A L L
M A K E T H E
T O U G H C A L L
FROM THE IVORY TOWER TO SERVANT’S QUARTERS
SUPPORTKIT.IO@GOZMIKE
COME Say hi!
@gozmike supportkit.io
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