Dear Earthling,
My early morning routine goes something like this: the alarm goes off, I pick up my phone, check unread messages on Slack, give my two cents in a long thread about our new podcast in the marketing channel, re-watch a clip of David Bowie’s BBC interview predicting the impact of the internet in 1999 that someone posted on #random, congratulate a co-worker who just had a baby, until I’m forced to stop everything I’m doing.
A giant paw has struck me straight in the face: my dog is needy, and he hates having to compete with Slack.
But maybe Fausto has a point. I can’t help wondering how this instant messaging platform became such an essential part of my life at work — and outside of it, unfortunately.
The truth is, their great product and customer experience have a lot to do with Slack’s success.
In an interview on Inside Intercom, Lane Collins, Director of Customer Experience Products at Slack, talks about their “radical convenience” approach to customer experience and how Slack manages the customer experience as a product that is always evolving.
Happy listenings,
Maria
|
|
Lane Collins has such an interesting story: she joined Slack as the 50th employee back in 2015, when the support team was just eight people. She now leads the customer experience team, overseeing the help center, localization, user education and the app directory.
In this conversation on Inside Intercom, Lane talked about how Slack manages the customer experience as a product and how the customer experience should evolve as the business grows.
|
|
|
As technology continues to advance, new previously impossible experiences become the new norm, and the end result is continuously rising customer expectations. Customers want goods and services perfectly tailored to their needs; however, they have little patience for businesses struggling to figure out how to meet these expectations. To keep customers happy and engaged, brands must meet current expectations, but also continue to improve and do more to get ahead of the competition.
|
|
|
All global companies start out as local businesses, but very few of them are able to maintain the personal connection with customers that often characterizes your neighborhood cafe or grocery store. How can businesses scale while remaining authentic?
|
|
|
The nature of work is undergoing tremendous changes, influenced by aging populations, the digital revolution, and a paradigm shift away from Fordism. Laetitia Vitaud, author of “Du Labeur à l’ouvrage (From Labour to Work),” and Azeem Azhar discuss how the reinvention of craftsmanship is creating a new deal to ensure more equitable, sustainable, and fulfilling jobs.
|
|
|
Speaking words of wisdom💡
|
|
When people call our call center, our reps don’t have scripts, and they don’t try to up-sell. They are just judged on whether they go above and beyond for the customer and really deliver a kind of personal service and emotional connection with our customers.
— Tony Hsieh, CEO of Zappos
|
|
|
|
|
