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Reflection: After a Long Weekend
Ever go on an evening hike with no stars in sight? You have have every reason to believe you’re walking north-west, but forgot your compass at home and the clouds above enveloped any guiding light. Metaphorically, that’s how the last two months have been. In fact, that’s how much of our lives live out. Pauses…
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Simplicity
I’m really good at it. It seems like it happens over and over again. It often comes in the form of an Excel sheet. I can make anything 10x more complex than you need it to be. I will frequently deviate from the plan by adding in so many bells and whistles you’d think I…
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Closing Remarks and Questions: Customer Support
What do I hope to achieve after writing all this? I hope that I’ll have a greater vision of Support. I hope to better understand the intricacies of Support, while still maintaining the overall goal and desire of what Support should and can achieve. Lastly, I hope that we fulfill our goals of truly serving our…
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Measuring Success
Why Measure? Any department must demonstrate how they achieve value at the bottom line. Product, Sales, Support, Customer Success, Finance, Legal — it does not matter. There’s a reason most companies do not have a blacksmith to reshod the company horses. Calculating the value of a department simply must be quantified. To do otherwise is irresponsible to…
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What does Support look like in FinTech?
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 — people…
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Jeff Beaumont 