Are Your Customers Shouting Into the Void?
Many years ago I ran the support organization for a small software company. We had a whiteboard on the wall opposite the area of the office where my team sat. Everyone walking to the break room could see it. It showed the number of customer calls or emails we had each week, how many support tickets were still open, and how many we had resolved.
Above it sat another sign that said, “We are not a black hole.”
Don’t Ignore Customers
While the figures we reported to the…