FROM THE IVORY TOWER TO THE SERVANT'S QUARTERS: CONNECT EVERY EMPLOYEE TO YOUR CUSTOMER

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Customer Success Summit 2015 Breakout Session Presented by: Mike Gozzo, Product Director, SupportKit.io, Radialpoint DESCRIPTION: Although most companies value the feedback they receive from their customers, teams are typically more influenced by strategy and direction set by executives and organizational leaders. This talk is about how you can connect every employee in our company directly to your customers through messaging so that intimate relationships can form. Relationships that take managers away from the ivory tower and put them in roles where they truly advocate for the customer and create amazing products people love. To do this, I talk about my own journey as a leader that stepped down into the servant’s quarters and unlocked massive new value for our company. KEY TAKEAWAYS: How to “burn down” the back office so that the messy realities of the marketplace reach all corners of your organization Maintaining focus while being hit by a firehose of feedback and opinions How to use messaging (in particular, Slack) to allow everyone on your team to build relationships with your customers.

Technology

From the Ivory Tower 
To Servant’s Quarters
MIKE GOZZO / SUPPORTKIT
@GOZMIKE

FROM THE IVORY TOWER TO SERVANT’S QUARTERS
SUPPORTKIT.IO@GOZMIKE
1. Users
WHO PROVIDES THE MOST VALUABLE FEEDBACK?
2. SUPPORT

FROM THE IVORY TOWER TO SERVANT’S QUARTERS
SUPPORTKIT.IO@GOZMIKE
1. PRODUCT MANAGERS
WHO HAS THE MOST INFLUENCE ON THE PRODUCT?
2. EXECUTIVES

84%
16%
COMPANIES WITH AN
EFFECTIVE
CUSTOMER
FEEDBACK PROCESS
FROM THE IVORY TOWER TO SERVANT’S QUARTERS
SUPPORTKIT.IO@GOZMIKE

86%
14%
COMPANIES WHERE
SUPPORT CAN
EFFECTiVELY
INFLUENCE PRODUCT
FROM THE IVORY TOWER TO SERVANT’S QUARTERS
SUPPORTKIT.IO@GOZMIKE

@GOZMIKEMIKE GOZZO / RADIALPOINT
burn down your
back office

@GOZMIKEMIKE GOZZO / RADIALPOINT
open customer
development

SLACKING without Borders
put customer feedback where it
can’t be ignored
FROM THE IVORY TOWER TO SERVANT’S QUARTERS
SUPPORTKIT.IO@GOZMIKE

@GOZMIKEMIKE GOZZO / RADIALPOINT
FROM THE IVORY TOWER TO THE SERVANT’S QUARTERS

@GOZMIKEMIKE GOZZO / RADIALPOINT
GET THE CONVERSATION STARTED
@GOZMIKEMIKE GOZZO / SUPPORTKIT

FROM THE IVORY TOWER TO SERVANT’S QUARTERS
SUPPORTKIT.IO@GOZMIKE
MESSAGING WILL BECOME THE PRIMARY FORM OF
COMMUNICATION BETWEEN BUSINESSES AND
CONSUMERS

FROM THE IVORY TOWER TO SERVANT’S QUARTERS
SUPPORTKIT.IO@GOZMIKE
PROACTIVE MESSAGING IS MORE THAN MARKETING

GETTING PROACTIVE ABOUT CUSTOMER SUCCESS
‣ WELCOME NEW USERS
‣ RECONNECT with CHURNED
‣ EDUCATE USERS
‣ ASK FOR REVIEWS
Keep communication brief, simple and honest.

Seek qualitative feedback that analytics tools simply
can’t provide.

Prioritize learning over “conversion”
FROM THE IVORY TOWER TO SERVANT’S QUARTERS
SUPPORTKIT.IO@GOZMIKE

SHUT UP AND  
GET OUT OF THE WAY
FROM THE IVORY TOWER TO SERVANT’S QUARTERS
SUPPORTKIT.IO@GOZMIKE

B E G
TA K E T H E
FA L L
M A K E
T H E
T O U G H
C A L L
FROM THE IVORY TOWER TO SERVANT’S QUARTERS
SUPPORTKIT.IO@GOZMIKE

The special needs of children and young people have to be part of urban development and planning - from the beginning and not as an afterthought. Children and young people must be listened to. They must be allowed to take an active role in the community and local life, and have a say in the decisions that will affect their lives and futures. Architects and city planners can best make a difference if they work together with local stakeholders and the community. These were some of the points discussed by the speakers at the seminar "A Better Childhood in the City".

Education vocabulary

Rafaarabit33

This document provides a summary of the Secretary-General's report on follow-up to the World Programme of Action for Youth. It discusses two main topics: 1) Progress and constraints facing youth participation in the global economy, including issues around globalization, poverty, education, and employment. 2) Achievements of the Youth Employment Network, including the work of the High-Level Panel on Youth Employment and status of national youth employment action plans. The report identifies indicators to measure youth development and makes recommendations.

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NIIT Foundation newsletter Jan'2012

NIIT Foundation

The document discusses employability skills training programs for underserved youth in India run by NIIT Foundation. It provides an overview of NIIT Foundation's initiatives including career development centers, district learning centers, and partnerships with NGOs and corporations to provide skills training. Key details include the number of students impacted, states covered, partner organizations, and employment outcomes. The newsletter aims to connect more individuals and organizations to NIIT Foundation's mission of improving skills and employability among marginalized groups.

Fact Sheet: Youth Fostering Dialogue and Mutual Understanding

UN Focal Point on Youth, Division for Social Policy and Development

The document discusses the importance of youth participation in fostering dialogue and mutual understanding between cultures. It recognizes that youth have expertise in this area and notes several UN initiatives designed to promote intercultural understanding through youth, including forums, exchange programs, and skills training. The document concludes that meaningful youth involvement, knowledge building, and skills development are key to furthering intercultural dialogue.

“World Youth Report 2007” (UNDESA)

UN Focal Point on Youth, Division for Social Policy and Development

The World Youth Report 2007 examines the challenges and opportunities existing for the roughly 1.2 billion young people between the ages of 15 and 24 in the world. Distinct from the 2003 and 2005 editions, it provides a regional overview summarizing the major youth development trends in the fifteen priority areas of the World Programme of Action for Youth. The report explores major issues of concern to youth development, including employment, education, health, poverty and violence. At the same time, it highlights youth as a positive force for development and provides recommendations for supporting their essential contributions.

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FROM THE IVORY TOWER TO THE SERVANT'S QUARTERS: CONNECT EVERY EMPLOYEE TO YOUR CUSTOMER

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FROM THE IVORY TOWER TO THE SERVANT'S QUARTERS: CONNECT EVERY EMPLOYEE TO YOUR CUSTOMER