How Broken Systems Fail with More People: A Math Problem

"You guys have figured it out because you are thinking in workflows." Most companies handle warranty claims as isolated emergencies, scattered emails, manual processes, teams hunting for information instead of solving problems. But when you start thinking in workflows, everything changes: ✓ Data flows efficiently from customer contact to resolution ✓ Teams have complete visibility into every case ✓ Complex processes become manageable systems ✓ Customer service becomes predictable and scalable The breakthrough is designing systems where your team can focus on helping customers instead of fighting broken processes. When your busiest day feels manageable, you're thinking in workflows. What's your biggest customer service workflow challenge? Let us know in the comments. #customerservice #workflows #warrantymanagement

🚨 Does your team view customer complaints as a goldmine? Well, they should! 🚨 Complaints are often seen as a sign of failure. But here's the twist: they are actually incredible tools for refining your product and boosting sales. Let me share a case from a tech company that discovered the power hidden in complaints. 😁 Turning Frowns Upside Down: This startup faced an onslaught of complaints post-launch. Challenging? Absolutely! But they chose to act differently. 1️⃣ Listen Actively: Every call, email, and DM became an opportunity. Instead of dreading complaints, they listened to understand, analyze, and categorize them. This helped uncover recurring issues. 2️⃣ Involve Your Team: They created cross-departmental task forces. Each complaint category was dissected and re-engineered into a learning experience, offering solutions and innovation. From product to support, teams were involved in resolving issues. 3️⃣ Create a Feedback Loop: By updating customers who complained about how their feedback led to actual change, the trust in the brand soared. Happy customers talked; referrals grew. 🔍 Actionable Insights: - Implement a Listening Program: Use tools like surveys or a feedback platform to gather consistent, qualitative data on complaints. - Empathy Training: Equip teams with empathy. Make them problem solvers, not just responders. ✨ Practical Tips: • Organize weekly debriefs to address client feedback. • Develop a complaint catalog to track recurring issues. • Facilitate role-playing sessions to enhance customer support skills. • Personalize follow-up responses to build trust with your audience. Remember, complaints are just unpolished diamonds waiting to be shaped. How can you mold your customer feedback into an unrivaled advantage? 🗨️ What’s one way you’ve turned customer feedback into a win for your team? #CustomerExperience #CustomerSuccess #FeedbackLoop #BusinessGrowth #CustomerJourney

Customer Success math 😂 Customer says: “It should only take 5 minutes.” Reality: It takes 5 minutes to explain why it won’t take 5 minutes. Customer Success is equal parts: Active Listening Problem-solving Partnership …and yes, plenty of coffee. Sometimes it’s challenging, but it’s always rewarding. #CustomerSuccess #LinkedInPosts #CXCommunity #ClientSuccess

https://bit.ly/4cT6MRY 📢 Boosting Customer Reviews: Should You Incentivize Employees? 🌟 As a business owner, I often get asked if it's worth incentivizing employees to gather customer reviews. Let me break it down for you! 📊 📈 Companies prioritize numbers that matter, right? They measure, track, and even display them on walls. So why not do the same for customer reviews? They hold immense value! 💯 ⏰ I get it, as an owner, you juggle multiple responsibilities. From managing employees, jobs, customers, systems, and a never-ending to-do list, it's overwhelming! But fear not, there's a solution! 🙌 🌟 Cultivating a culture of valuing customer feedback and incorporating it into your team's habits and routines is key. 🔄 💡 By incentivizing employees to collect reviews, you create a positive feedback loop. Not only will your team be motivated, but your customers will also feel heard and appreciated. Win-win! 🎉 🔑 Remember, customer reviews are a powerful tool for growth and reputation. So, don't miss out on the opportunity to measure and incentivize them! 🚀 #CustomerReviewsMatter #IncentivizeYourTeam #BusinessGrowthTips #FeedbackLoop #ValuingCustomers #BoostYourReputation #MotivatedEmployees #BusinessOwnerStruggles #PrioritizeCustomerFeedback #TeamCulture #HabitsAndRoutines

Systematic Thinking in Customer Support ❓Are we solving one problem at a time, or are we designing systems that prevent problems altogether? In customer support, speed and empathy are crucial — but without systematic thinking, even the best intentions can fall short. Systematic thinking means approaching every issue with a structured mindset: Identify patterns 🔍→ Are multiple customers facing the same issue? Map root causes 🧑🔧→ Is it a product gap, a process gap, or a knowledge gap? Document solutions 📃→ Ensure fixes are not just reactive but repeatable. Close the loop 🤝→ Share learnings with product, sales, and operations to prevent recurrence. This approach transforms support from “problem solvers” into value creators. Instead of just resolving tickets, we build systems that reduce future issues, improve customer satisfaction, and create efficiency for the whole organization. In the long run, systematic thinking elevates customer support from a cost center to a strategic driver of growth. #systematicthinking

Do you have a customer black hole? 🕳️ More customers have one than they'd like to admit. How does that happen? It's easier than you might think. Customer support gets your product feedback, then... silence. 😶 That's the most common black hole I see companies create. Yet, it wasn't always that way. In the early days, your customer feedback felt direct. Early adopters would tell your product team what they needed, you'd listen, and things would improve. Then your company got "organized." Every piece of feedback now goes through support tickets, gets filed away, and disappears into backlogs that nobody reads, or have become so bloated you only notice what happens to be at the top when you occasionally look. That's not customer support's fault. 🙅♂️ They're busy fixing problems and helping frustrated users. But triaging tickets is completely different from understanding customer needs and making product decisions. The result? Customers feel unheard. Product teams miss crucial insights. Everyone loses. Now every company thinks AI will magically solve this. More automation, better ticket routing, smarter categorization. But the fundamental problem remains: you're using the wrong tool for the job. 🍎🍊 Support tools are built to resolve issues and close tickets fast, not to help product teams make better decisions. Nobody submits product feedback expecting it to vanish into a support queue, even if the only place they see to pass it along is through support. The promise of customer feedback is helping you hear your customers 📣 to build better products. The reality is it's all lost in bureaucratic waste 😩. That's why I'm working on this problem now. Product feedback shouldn't feel like shouting into the void. It should create direct connections between customers who care and product teams who can act. If you're feeling that pain, you're not alone.🙋♂️ I'm building Product Arrow for teams who want feedback that actually reaches the people who can use it, while getting to the root cause of what they really want. If you believe customers deserve better than support ticket graveyards 🪦 and bloated Jira / Linear backlogs 🗑️, I want to hear from you. I'm looking for customer obsessed founders and product leaders who know great feedback comes from connection, not quarterly surveys and backlog dumping grounds. Let's make it easy for your customers to feel heard and build the feedback systems you actually need to build great products that delight your customers. 📩 Reply and/or message me if this is you, or share with your friend who fits.

Your customer churn isn't a product problem. It's a team problem. Monday: Customer complains about slow support response  Tuesday: Engineering says it's a priority issue Wednesday: Product argues it's working as designed.  Thursday: Customer success escalates to leadership. Friday: Customer cancels their contract This isn't a product-market fit failure. It's a team-coordination failure. Behind every "product issue" that loses customers: → Unclear ownership between teams  → Misaligned priorities across departments → Poor communication handoffs → Reactive rather than proactive coordination Your customer doesn't care that engineering and product had different assumptions. They care that their problem took five days and four departments to get solved. One SaaS company reduced churn by 40% without changing a single product feature. They fixed their internal coordination systems. 👉 Clear escalation paths.  👉 Defined ownership matrices.  👉 Proactive communication protocols. Customer issues started getting resolved in hours instead of days. Your product roadmap gets quarterly reviews. When did you last review your team coordination systems? The best customer experience comes from the best internal expertise. DM "COORDINATION" for the framework that turns internal chaos into customer success. What customer issue this week was really a team coordination issue? #CustomerSuccess #TeamCoordination #InternalSystems #FractionalCLO

#Customer support plays a pivotal role in shaping a company’s overall success and culture. It can change a company in several profound ways: 1. #Customer-Centric Culture support fosters a customer-first mindset across the company, influencing departments like product development, marketing, and sales. This shift makes companies more attuned to customer needs, driving decisions that improve customer satisfaction. 2. #Brand Reputation and Loyalty support can elevate a company's brand, creating long-lasting loyalty and word-of-mouth marketing. Satisfied customers often become advocates for the brand, helping to boost sales without the need for aggressive marketing. 3. #Product and Service Improvements support is the frontline of communication with customers. Feedback from support teams provides crucial insights into product flaws, areas for improvement, and what customers actually want. This feedback loop enables continuous improvement and innovation. 4. #Revenue Growth and Retention support directly impacts customer retention and lifetime value (LTV). Keeping existing customers through excellent service is often more cost-effective than acquiring new ones, improving profitability. 5. #Crisis Management and Trust Building during crises, customer support is a company's lifeline for maintaining trust and credibility. Timely, empathetic, and transparent communication can mitigate negative impacts on reputation and turn problems into opportunities for demonstrating reliability. To sum, customer support is not just a reactive department but a strategic asset that can transform a company’s culture, revenue model, operational efficiency, and brand perception. #customersupport