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Support is your organization's front line. Customers call them with problems. If your business is a football team your sales people are your offense. Support people are your defense. Here's a few things a support person wants to tell you, but can't.
While my desktop computer sits in the shop, I find myself sitting at the dining room table with an ancient, steam-driven, pre-millennial laptop with its lid propped up by a pile of books, a measure ne...
It turns out that consumers want one thing: their issues resolved. And, they want it done fast. Faster than fast. The challenge is this: the majority of brands act fast... as fast as they can. Sadly, it's not even close to being fast enough for consumers. Now, brands and consumers are going to have move forward and figure out a way to define what the true speed limits are.