Why am I doing this?
My core values are:
Honesty, empathy, open mindedness, care, loyalty, value, efficiency, structure, unity, love.
What I believe
I believe in a better world.
I believe in people.
I believe in technology.
I believe in making a better world through technology.
I believe that whatever good you put into the world, it finds its way back to you in the end.
I believe time is essential and spending it on non-productive work sucks.
I believe in constant refinement of processes and continuous growth.
I believe in challenging the status quo.
I believe I can make a difference.
I believe that with enough care and dedication, the right outcomes are bound to follow.
What I like
I like focusing on what is really important.
I like making everything around me more efficient.
I like solving difficult tasks, they make everything else seem petty.
I like to share what I learn with everyone else.
I like pushing humanity forward by offering it a more relaxed psyche.
Contribution
I love helping people and I want to create memorable customer experiences. I want to deliver world class customer experiences to teams of customer support agents and deliver excellent metrics to the Customer Success teams. Ok, but why? Because, in return, support teams will make the people they support happy. If they are happy, then I’m happy. I want to make it accessible for people to get the answer that they are looking for as fast as possible. I want support agents to focus on finding answers to the difficult processes while the easy can just be automated.
Efficiency
Because I love being efficient. I love all aspects of making everything around me more efficient. I do what I do because I believe that technology can make our lives better, more efficient. However, technology can only do so much; it is the human experience that is still our main asset. I want to create a human experience with the help of technology.
Love
I believe that achieving greatness is not easy and being the best is an ongoing process. In order to be able to make 99% of your clients happy, there’s a lot of process polishing to be done. You can obviously try to do it perfectly from the first try and create the best version of what you think your users need. However, what you think people want and what people actually want is a different story. I believe that if you really listen, your users will tell you how to grow.
I’m doing it because I love what I do!
Mini interview
Where do I see my company in the next 3 years?
We tend to over estimate what we can do in a year, yet we underestimate what we are able to achieve in three years.
In 3 years, my brand will be the goto place for CX learning. Someone who is looking into learning Customer Experience strategies, Customer Success, Customer Support and wants to deliver unforgettable experiences for their users can come visit the open doors of my CX hub. I want to dare call it a university, but I'm afraid of being a teacher. I’m afraid because I’ve mostly been my own teacher. I’ve always felt like the outsider, like I don’t belong.
In 3 years time, you’d hop on google and if you search for geeky “how to”s about Customer Experiences, then some of my material will pop up. I’m interested in delivering the insights, the things that only people who have been in the field would know. I found myself so many times in the position of trying to find answers to questions that were too specific. Sometimes I’d find them on obscure blogs, but most of the times nowhere. Geeky training videos on how to deliver a unique experiences? No way!
In CX, if you do a good job, hardly anyone notices your work, but if you’re sloppy at it, everyone is quick to point fingers at you.
We tend to over estimate what we can do in a year, yet we underestimate what we are able to achieve in three years. In my first year, I would have wanted to have 50 videos to share my experiences in the field of Customer Experience/Customer Success/Customer Support, but I’ve only managed to do 5 in 2020. However, I do have 2 more years + 1 month to achieve this goal. I am still in the process of learning to not be shy in front of the camera to deliver those videos.
If I didn’t exist, what would be missing in the world?
Given that I’m a one man show, if my brand didn’t exist, there would probably be a lot of people out there like myself that believed that they didn’t belong anywhere. Don’t worry peeps, there’s many of us. At least there’s me. Oh, and there’s this thread in Reddit that sometimes shares interesting stuff.
I don’t feel I belong in Customer Success, it’s too corporate for me. But I like to think I’m understanding it more and more. Boy, those metrics that the CSMs need sure make a lot of sense when measuring customer health.
I don’t feel like I belong in the Customer Support realm either, it’s too need-to-know basis. I like to know more, understand more so I be of better help.
However, I see Customer Experience as being the love child of the above two. You’re right in the center of these worlds where if you understand enough of both, you can deliver memorable (but oftentimes unnoticeable) experiences. It’s hard to get recognition, but I look at those customer health metrics and my heart goes bum bum.
What problem am I here to solve?
I am trying to fill the gap between the Customer Support, Customer Success, Product and Design. The one that I’ve dedicated myself to is the one that makes everything smoother, more lean, easier, simpler, less cluttered. It’s no easy task and oftentimes there’s no real metrics that can reflect the job. However, there’s customer satisfaction, NPS, retention, growth, renewal, plus a few others.
Solving an issue could be as easy as providing a quick read to someone who has the experience necessary to bring all these worlds together(of CS, Product, Design), but they’re missing that one piece of experience that someone tried before and succeeded. My goal would be to bring that small piece of information to other CX geeks, as I’ve come to learn from others myself. Sometimes I bash my head for 4-5 days to find a solution and then I get that insight from an obscure source which gives me that 🧐“AHA”🚀 moment and everything falls into place. That’s the problem I’m trying to solve.
What milestones will I have accomplished three years out?
The milestone which is very important to me is doing 50 videos of CX/CS insights that I’ve learned during my 13 year experience with Customer Experience. The big milestone is to have 500 people visiting my website to look for my contributions. I want to work with top enterprise companies and to exclusively deliver the best solutions for their CS/CX hurdles. I already work with top enterprise, but I want to get even more involved and I’d want to move into becoming the business analyst that can say where companies are leaking money and how they can glue their leaking buckets with efficient processes and unique customer experiences. I want to save energy, save money.
How is the world different because of me?
The world is different because of me because I want to help people. I want to give people more time to focus on the more important stuff in their lives. Rather them being stuck on a computer or device to stress about some meaningless ordeal, I want them to watch a cat video, or a movie, or be outside watching the sunlight touch the leaves. I want someone that has a problem with the product that they’ve bought, to spend as little time as possible on getting that problem fixed. That would leave them time to focus on something else and enjoy the purchase that they’ve made and be happy with their choice. It might sound too consumer focused, and that’s not what I’m about, but I believe people can be good consumers as well, efficient consumers nonetheless.
The world will be a bit more efficient with my contribution. A little happier, a little less stressed.
Who are my partners?
My partners are the people who share my vision for the world. People who want to embroider their lives with care and dedication to focus on themselves and a life without stress not just for them, but those around them as well with the help of technology, those people are my peers.
How do I want people to feel when they engage with my brand?
I want people to engage with my brand with ease and feel as if they’ve been there before. I want them to have a familiarity about my brand that makes them feel that they’ve known me for a life time. They should be able to speak to me with ease and without judgement. I encourage challenging the status quo so there are no wrong questions. I want people to feel like they can share with me what they truly believe. I want people to feel like this is the place to learn and to get things done. This is a place of easy going communication and serious outcomes. We enjoy ourselves because time is short, however, we’re dead serious about what we do.
Happy clients matter most - A place of trust: I only ask my clients to pay once they’re happy.
This mindset cost me quite a hefty amount during my consulting adventure (of almost 7 years so far). I guess that’s the price I have to pay to give out this kind of vibe in the universe.
What groups have I impacted?
I will have impacted groups of Customer Success, Customer Support, Customer Experience, Product and Design groups. I’ve had a look back at my 7 years experience of working as a CX specialist and noticed that the people that reach out are never the same. Someone who was the leader of the Customer Support group reached out, someone who was the lead designer reached out, someone who was the Product Owner reached out, some hefty amount of them are CTOs. As you can see, it’s never the same group and it’s a bit confusing as I don’t know what type of articles to write on my blog. That’s why I decided to just write about the geeky stuff “I couldn’t find the answer to” stuff. Like I wrote some time ago about how to create an endless loop notification in Zendesk. Pretty random, right? Yea, that’s what I’m saying.