Part of me wants to argue it’s different, and another part wants to say it’s exactly the same: you’re helping the customer by getting out of their way to continue their journey to their destination. However, FinTech needs terrifically amazing and GREAT customer service. I’m not pandering: I mean it. Advisors teach their clients. We — peopleContinue reading "What does Support look like in FinTech?"
Networking: create something new?
Adam Grant recently wrote a piece about how we think about networking — and how we’ve got it wrong. The full article is here. If we need a reason to believe this, consider Dale Carnegie’s masterpiece How To Win Friends And Influence People. What’s his main point? Think about it from their perspective. We are human. WeContinue reading "Networking: create something new?"
Inter-team communication? What does that look like?
Inter-team communication (communicating with other teams within the organization) is beyond vital. With Support typically being the main customer-facing team, it’s really draining and difficult to make sure all lines of communication are open at all times in all ways with everyone. Since many teams and companies work remote (this includes those of us withContinue reading "Inter-team communication? What does that look like?"
Intra-team communication? What Does That Look Like?
Intra-team (meaning within your own, specific group) can look a hundred different ways. We use Slack, email, phone, Highfive, and, oh, yes: age-old face to face. There are various mediums and reasons, such as remote teammates, when we’re out of the office, etc. But no matter the medium or how, the why and what areContinue reading "Intra-team communication? What Does That Look Like?"
Framing Metrics in Terms of the Customer’s Success
What analytics and metrics ought we use? There are so many who have written in this area that I wouldn’t add much from a technical aspect. And that’s okay. I can stand on the shoulders of those who’ve come before me. Let’s start with a question: “if I were on stage in front of myContinue reading "Framing Metrics in Terms of the Customer’s Success"
Jeff Beaumont 