The lifecycle of app development is pretty standard: you come up with an idea, hire a designer, hire some programmers, then you take it to market. Customer support is very rarely part of this equation from the beginning. Support is almost always an afterthought, and only becomes a priority when you’re suddenly drowning in support…
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Since June 1, I’ve been on and off 40 planes in 20 different cities. Needless to say, this has killed my schedule and made me feel totally unproductive and “busy” – that awful word everyone keeps using like it means something. Let’s be honest here: You aren’t busy, you are just disorganized and things aren’t…
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I had the ENORMOUS pleasure of attending Business of Software this week, and speaking, AND leading a workshop on customer support! I can’t recommend this conference enough to anyone who’s in the tech space. It’s a truly life-changing, career-altering, mind-blowing place to be. I’m beyond humbled and still a bit shell shocked to be in…
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