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