If you’ve been reading my stuff for very long, you’re aware that I think about hospitality a lot. I use it in broad terms – I think that the work that we call Customer Support, Customer Success, Customer Service, and so on, all fall under this same umbrella. Before I worked for Automattic I had a … Continue reading Hospitality is a Team Sport
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As I write this, I’ve just LinkedIn connection request blasted my incoming colleagues from Woo – Welcome aboard, all! – and it brings front-of-mind something that I’ve been thinking about for some time; the way that we offer hospitality not just to our customers, but to our colleagues. I’ve written before about how Hospitality and Service … Continue reading Internal and External Hospitality
Let’s talk about service and hospitality. Relying on one-on-one experiences, on service, to delight your customers when you serve tens of thousands (sometimes millions) of people daily is untenable and inefficient. Service and hospitality. These are two words that we throw around a lot when we discuss the work of delighting our customer once they … Continue reading Service and Hospitality are Different Things
It’s always a funny thing when you find a problem you weren’t expecting – especially when spending time with usage data, taking a moment to blink once or twice and consider why something looks odd can really bear dividends. When doing a fairly standard rundown of the support statistics for our in-app support, I noticed … Continue reading Finding Hospitality in the Numbers
SAO gets a ticket and a lesson in UX and hospitality. What fun!