Customer Connect Blog
Rethinking customer support in a connected world
How Important is Customer Effort for Your Brand?

A few weeks ago, I co-presented a webinar (“Is Customer Effort Score the new NPS?“) with the most excellent John Ragsdale of TSIA on the role of customer effort in today’s technology brands and services organizations. The webinar gathered a lot of attention in terms of both attendance and ensuing conversations after the event. So, […]

How important is customer support in shaping brand experiences?

Here at Support.com we recently conducted an online survey of 1,000+ consumers, asking them about their support experiences with brands at different stages of their customer journey all the way from consideration, to purchasing, to onboarding, to enablement, to continued loyalty. The results of the survey were fascinating. Some of the data confirmed what we’d […]

Crossing the chasm for the Internet of Things

“Crossing the Chasm” is one of my favorite business books of all times. Geoffrey Moore describes the lifecycle of new technology adoption that, by now, should be familiar to everyone in high tech. One of the key points in the book is that there is a chasm in adoption between innovators and early adopters on […]

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