Projects
The following are write-ups of frameworks and systems that I've developed over the years to make teams more effective. Most of them have a customer experience flavor, but they all contain useful lessons that can apply to most teams in a startup company.
A Better "Voice of the Customer"
in this talk and article, I introduce an improved better framework for evaluating and improving how your organization handles customer feedback. This links to the deck from the original presentation and the transcript. The video is available; please contact me at me@kincy.com for a link.
The Five Love Languages of Finance:
Talking to your CFO about CX
Techniques for support leaders (and anyone else, really) to align their organization with the business. A lot of support leaders think numbers are icky, soulless or "I'm just here to make customers happy". Deck is here, transcript is here and presentation is here.
Organizing Your Team around Problem Structure
Categorizing support issues is critical for business alignment. Too often, support leaders categorize issues in ways that make sense to support, but don't drive any business value or lead to effective outcomes. This is A way I used. It's worth considering for any organization, but the real value is to go through the exercise and figure what is best for you and your team's effectiveness.
Flattening Orgs for Smarties
Everyone loves to talk about flattening the org, but few succeed.
A philosophy and framework for hiring the best talent for your team
Success ❤️ Support: Together Forever
Ways to create synergy between two critical teams that often don't work well together