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.

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

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

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

4. 84%
16%
COMPANIES WITH AN
EFFECTIVE
CUSTOMER
FEEDBACK PROCESS
FROM THE IVORY TOWER TO SERVANT’S QUARTERS
SUPPORTKIT.IO@GOZMIKE

5. 86%
14%
COMPANIES WHERE
SUPPORT CAN
EFFECTiVELY
INFLUENCE PRODUCT
FROM THE IVORY TOWER TO SERVANT’S QUARTERS
SUPPORTKIT.IO@GOZMIKE

8. @GOZMIKEMIKE GOZZO / RADIALPOINT
burn down your
back office

9. @GOZMIKEMIKE GOZZO / RADIALPOINT
open customer
development

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

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

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

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

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

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

18. 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

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

21. 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

23. COME Say hi!
@gozmike
supportkit.io