Archives for December 2014

#66 – Hiring Done Right

December 16, 2014 By Chase Clemons

For the final episode of the season, we’ll be tackling the tricky topic of hiring again. Even after a few episodes on it, we’ve still got more questions to cover!

Listen / Watch the Episode

Ways to listen or watch: iTunes | MP3 | YouTube | RSS

This week’s shownotes

This week’s shoutouts

Carolyn – “I want 10 Jeffs!” | Shyp
Jeff – Farnam Street | Mercer
Bill – 15Five
Chase C. – Carolyn, Chase L., and Jeff

If you’ve got a question for us or an idea for a future episode, send us a message here. And if you enjoyed the show, show us some love by giving us a review in iTunes.

#65 – Great Support Meets Customer Retention

December 9, 2014 By Chase Clemons

This week, we’re looking at the role support plays with customer retention. Each of us have SAAS products where a customer could leave at any time. How does the support team play a role in keeping that from happening? And what should the team do when a customer does cancel?

Listen / Watch the Episode

Ways to listen or watch: iTunes | MP3 | YouTube | RSS

This week’s shownotes

Ryan Block tries to cancel Comcast service.
“When a customer wants to cancel is the wrong time to try to retain. Your product and services should be in retention mode 100% of the time.” – Hoon Park
Litmus, Resource Guru, and more great companies are hiring.

This week’s shoutouts

Carolyn – Lands’ End Lightweight Down Packable Coat | Remotive.io
Jeff – 15Five | Stratechery
Chase C. – UP by Jawbone | My Fitness Pal

If you’ve got a question for us or an idea for a future episode, send us a message here. And if you enjoyed the show, show us some love by giving us a review in iTunes.

#64 – Customer Security Interactions

December 2, 2014 By Chase Clemons

This week, we’re looking at handling sensitive security cases like transferring ownership of an account. A customer contacts your team and requests ownership of an account because the current owner left the company for whatever reason. It’s challenging and sometimes even scary since lots of things can go wrong. So let’s talk about how to make it safer!

Listen / Watch the Episode

Ways to listen or watch: iTunes | MP3 | YouTube | RSS

This week’s shownotes

This week’s shoutouts

Carolyn – Everlane
Chase L. – Interstellar
Chase C. – The Walking Dead

If you’ve got a question for us or an idea for a future episode, send us a message here. And if you enjoyed the show, show us some love by giving us a review in iTunes.