Tag: support
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The Three Ds of Product Drops
Ask any CS leader or practitioner in software about releases and you will probably get an eye roll or a groan. The history of software development is littered with new feature and products that launched at random times without supporting teams being enabled…or even informed ! In order to drive more alignment with Product a…
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Making Them Pay: Tales from the Immutable Stack
This is pretty much the entire text from the talk I delivered at Paymentsfn 2018 on May 24, 2018 in Durham, North Carolina. In his story The Mystery of Marie Rogêt, Edgar Allan Poe wrote “Experience has shown, and a true philosophy will always show, that a vast, perhaps the larger, portion of truth arises…
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Some More Hands on Support
I am speaking about engineering – support collaboration this week at The Lead Developer conference. If the topic interests you and you wanna dig in further, here are a few handy links. (at Clubhouse) Eyes Wide Widened: My ‘Evolving View’ of Developers on Support (at FullStory) How to avoid empathy fatigue on your support team (at…
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My SupConf NYC Experience – Part II
You can read Part I of my SupConf NYC experience here …………. So after months of preparation and practice, SupConf arrived! The day before the conference, we had a speakers and organizers dinner at the venue so we could familiarize ourselves with the space and also get to know each other. Aside from getting to…
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My SupConf Experience – Part I
I joined the Support Driven community last year after searching around for groups and newsletters catering to people working in tech support. In the time since I initially signed up, the amazing newsletter and Slack group have come to be an invaluable part of my life and professional development. When I am confused or need…
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An Ode to The Mall or Towards A Customer Experience for Humans
My name is Camille and I am the world’s most reluctant online shopper. I am a working wife and mom and time to shop can run short, so I Amazon when I must… and I must much of the time. However, whenever I find myself with more than a few minutes on my hands, I…
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So We Quit Blue Apron (Again)
Image from here My journey with Blue Apron started like that of so many other people: with a free box of food from friends. We liked it immediately for many reasons: The recipes were creative and introduced us to techniques and dishes we’d never prepared before. The ingredients were very fresh and interesting. While we live in a…
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More Will Be Revealed OR Thoughts On Engaging the Less-Engaging Customer
More Will Be Revealed OR Thoughts On Engaging the Less-Engaging Customer From this XKCD comic I recently received a very blunt and critical email from a customer. He was unhappy about a marketing email we sent out and critical of the company in general. Now, as Customer Success Lead, I work at the intersection of customer…
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Everybody Has One: Dealing With User Feedback
(originally posted on my Blogger blog) “A mystic isn’t a special kind of person. Every person is a special kind of mystic.” — Brother David Stendl-Rast Look at you. You magnificent thing. You are not just the sum of ears and nose and skin and bones and teeth…. You are an inspired being…at least on your best days.…
Camille E. Acey 