Strategic Leadership
Build a Robust Customer Support Network
Why You Need to Quit Pinching Pennies and Invest in a Good Support System
Having worked with hundreds of software applications—both for my clients and my own companies—I’ve had the privilege of navigating countless customer support conversations. Unfortunately, I’ve seen the quality of service deteriorate over time. While customer service representatives (CSRs) may be polite, the overall standard of performance has, in many cases, become unacceptable.
A recent experience highlights this problem:
I was managing a project for a client using a calendaring solution. The sales team had multiple methods for adding new leads to the system, one of which involved the calendaring tool. I wanted to know if there was a way to check the availability of salespeople, then send a generic calendar appointment to the CRM, where it could be routed to whoever was available. This would ensure leads were evenly distributed across the team.
The software lacked this feature, so I reached out to see if there was a workaround—perhaps syncing a group calendar instead of individual calendars.
Initially, I interacted with a bot. It collected some basic information, apologized for not being able to help, and promised to connect me with a human. The bot ended the conversation by asking me to rate the experience, but I chose not to respond—I was still unclear on how to judge this interaction within the broader support context.
24 hours later, I received a reply: “Thanks so much for reaching out. Can you give us more details around your query?”
Great. At this point, between the delayed response and the lack of relevant information, I was growing frustrated. It felt like the CSR was overwhelmed, perhaps rushing through tickets to meet a quota. I replied, “Please ask specific questions about my issue so I can provide the necessary details.” I’ve been through this before—don’t waste my time.
12 hours later, I was surprised to receive another response (I had expected at least a 23-hour wait). The CSR asked specific, relevant questions—so I answered in detail, hopeful for progress.
8 hours later, I received a response from a different CSR. This person hadn’t bothered to read my detailed message. Instead, they sent a couple of links and a copy-pasted response with a keyword from my original question. Frustrated, I replied, “Please re-read my detailed response. Your reply does not reflect the time I spent explaining the issue. You likely won’t find the answer by copy-pasting from your KnowledgeBase. Critical thinking is required here—our paying client urgently needs a quick and accurate resolution to this problem.”
By this point, I was losing hope, and my client was growing impatient. The next response I received was even more technical, discussing features irrelevant to my client’s needs. It went on like this for two more days. Ultimately, the issue was never resolved, but I did receive a survey asking how my support experience was. In a nice touch of irony, the subject line of the email labeled me a “non-client,” despite my repeatedly explaining that I was acting on behalf of one of their clients.
Customer Support as Part of the Customer Experience
Customer support is a critical part of the customer experience. Just because you’ve secured a client’s credit card doesn’t mean their experience with your company can be neglected. Yet, this seems to be the norm in some industries. I’ve encountered companies notorious for poor customer support, many of which outsource it to third parties that lack the expertise needed to solve problems effectively. Then they add insult to injury when they expect customers to pay for support—yet deliver subpar results.
Integrating Customer Support into Customer Experience
Creating a memorable customer experience will never happen by accident. Like a sales process, like a marketing plan, like other functions in the company, it starts with a goal – not necessarily a process. You’ll want to define what the outcome of your customer’s experience should be, and why that is important.
In Conclusion
When building your company’s customer support function, make sure that you treat it as part of the customer experience. Keep in mind that your customer’s support experience is going to be the lasting feature that they are going to remember. If the experience was great, they are more likely to recommend your offering, assuming it meets their needs. If the experience is awful, there is a chance that they will complain. Doing it well can give your company an advantage and pave the way to long-term customer relationships.
Aepiphanni is a Strategy and Operations focused Business Consultancy dedicated to providing Fractional Growth Leadership, Management Consulting, and Business Transformation to business leaders and entrepreneurs looking to enhance or expand their companies. As trusted advisors, we specialize in delivering forward-thinking operational and strategic solutions that empower our clients to navigate and overcome the challenges of business growth.
Learn more about our services at Aepiphanni.com or schedule a complimentary discovery session at Coffee and a Consult. For additional insights and resources, including topic-specific videos, articles, and podcasts, visit our BizOps Insider. We invite you to subscribe for regular updates and consider contributing to our expanding content library.
Strategic Leadership
How Developing a Culture of Winning is Foundational to Successful Business Growth
A company’s culture plays a foundational role in its success, often influencing aspects like employee engagement, productivity, innovation, customer satisfaction, and long-term sustainability. While it is challenging to assign an exact percentage to culture’s contribution, numerous studies and business cases suggest that it is a critical driver of overall success.
The most successful cultures are communities – a group of people with complimentary contributions that are aligned toward a shared vision. Companies such as Google and Apple have been strategic about designing and supporting their company cultures, and while there may not be research to directly back the return on investment, one could easily connect the dots between developing a productive company culture and the results they have produced.
In my 20 or so years working with companies, I have seen hundreds of different company cultures, from the highly engaged to the transactional to the somewhat functional to the toxic. There are no cases in which leadership has not been intentional about creating company culture where the culture was excellent – high engagement, productivity, innovation, customer satisfaction, and sustainable and scalable. In every case where the culture was excellent, it was excellent on purpose!
Establishing a Clear-Cut Vision
- Establishing a clear-cut vision that everyone on the team can embrace. If everyone is on the same page and knows where the team is going, it will be easier to help people understand their contribution and make them feel like part of the team.
Defining Goals
- Defining goals that clearly link to the vision. Aligning them with how they contribute to the vision makes the vision more “tangible,” so to speak, and shows the potential for progress toward the vision.
Getting the Right People on the Team
- Getting the right people on the team in the right roles. For any team to be successful, it is important to get the right people on the team. While it is great to have loyal people, not everyone is designed or experienced to be successful at every phase of business growth. The thing is: everyone on the team knows when the wrong person or people are on the bus.
Let People Do Their Job
- Letting people do their job. When someone on your team is out of their position or role, there are often consequences that impact the entire team, typically in the realm of productivity, but also in employee morale, confidence in team members, and even the outcome of the initiative. Everyone on the team was brought to the team to do a specific job. Let them do it or replace them if they cannot.
Establishing a Culture of Growth
- Encouraging team members to think differently. Diverse thinking on your team will enable the team to address problems, challenges, and opportunities from varied perspectives that could result in innovative solutions
- Ensuring everyone has a voice. When you put outspoken and quiet people at the same table, those who are outspoken tend to dominate the thinking, which means that you are losing out on the introspective, patient, observant thinking from the quieter people. Make sure to accommodate for them, and don’t make the mistake of thinking everyone handles information the same way.
- Introducing an environment of intentional continuous improvement and innovation. Creating something that is truly novel is far less likely than improving on something that already exists.
Embracing Loss and Evaluating Wins
- Embracing the losses and ensuring that the team is ready and willing to evolve from the mistakes. Every time you miss the lesson in the loss, your loss multiplies.
- Evaluating the wins. While it is important to celebrate the wins as a team, it is just as, if not more important, to understand why the win happened and what mistakes were made that could result in improved performance in the next instance.
Leading the Way
- Leading the way. As a leader, the team will take its queues from you. As a leader, your job is to clearly articulate the vision for the company and lead the way there. If you lose faith in the vision, so will they.
Inspecting What You Expect
- Inspecting what you expect. Building a strong team is an intentional activity. The team must be clear on what is expected, held accountable for their contributions (or lack thereof) and must receive accurate, constructive feedback and support in order to be the best they can be.
Taking Action
- Taking Action. If change needs to be made, make the change. Don’t wait. Don’t be of two minds about it. Be decisive, and act with a sense of urgency.
Not Missing the Forest for the Trees
- Not missing the forest because of the trees. Keep in mind that there is often more than one way to get things done. Getting stuck in the details can cause the team to lose sight of the big picture and result in lower performance.
Conclusion
Every team and every culture is going to be different. There isn’t a blueprint that is going to produce the perfect team and perfect team dynamics. As a leader, you are going to need to put the time and energy into creating the culture that will allow your team to thrive. You’ll need to be consistent, decisive, and observant in order to build the right team so that your company can thrive. Don’t be discouraged that every action may not appear to be wins. Regardless of the outcome, you’ll learn, grow, and make impact along the way.
Build a culture that embraces a Relentless Pursuit of Winning!
FAQs
- What is a culture of winning?
A culture of winning is a shared vision that everyone on the team can embrace, with clear goals, the right people on the team, and a culture of growth. - How do I establish a clear-cut vision for my team?
Establish a clear-cut vision by defining your company’s purpose, values, and goals, and ensure everyone is aligned and working towards the same objectives. - How do I get the right people on the team?
Get the right people on the team by defining the roles and responsibilities, and ensuring that each team member has the skills and expertise needed to excel in their position. - How do I lead the way for my team?
Lead the way by setting a clear direction, providing clear goals and expectations, and being a role model for your team to follow.
Changemaker Interviews
Unlocking Human Potential: Kim Groshek’s Journey to Transforming Leadership and Stress Resilience
Kim Groshek is a name synonymous with innovation, resilience, and transformative leadership. With over three decades of experience, she has shaped the lives of Fortune 100 executives, leaders, and high-achievers, all while staying committed to her ultimate mission: unlocking human potential and reimagining well-being.
As a dynamic keynote speaker, bestselling author, founder of Spring Soiree Scholarship Foundation, editor-in-chief of The Author’s Edge, Executive Producer of Dynamic Games, and CDO of Lifeful Habits, Kim empowers individuals and organizations to navigate modern challenges with authenticity, clarity, and purpose. Her journey, rooted in cognitive science, computer science, and organizational psychology, is a testament to the power of blending expertise with heartfelt passion.
A Passion for Change
Kim’s career has been driven by one undeniable truth: stress is more than just a mental burden—it’s a life-threatening crisis. With 77% of individuals experiencing physical symptoms of stress and 73% grappling with anxiety or depression, the human toll is undeniable. For Kim, this wasn’t just data; it was personal. Watching friends, colleagues, and families suffer under the crushing weight of chronic stress inspired her to act.
“My vision crystallized around a belief: that we can create a world where stress doesn’t imprison us but empowers us,” Kim explains. Her work has since evolved into a movement that goes beyond traditional stress management, aiming to shift how we view human potential and well-being fundamentally.
Turning Challenges into Opportunities
Building a movement to address stress resilience was no easy task. Kim faced resistance from organizations dismissing stress management as a “soft” issue, proving the critical importance of evidence-based strategies; she reframed the conversation, proving that reducing stress wasn’t just ethical—it was essential for innovation and productivity.
Her commitment to scientific validation was another game-changer. Partnering with leading psychologists and neuroscientists, Kim made sure that her interventions were grounded in indisputable research. Yet, even as she tackled systemic challenges, she confronted personal ones, including burnout within her team, a reminder that even change-makers need self-care and boundaries.
The “Pause” A Practical Approach: Elevating Leadership
At the heart of Kim’s approach is the “Pause,” A Practical Approach, a transformative and effective framework that empowers leaders to step back, gain clarity, and act with purpose. “Sometimes, the greatest breakthroughs come from moments of stillness,” Kim shares. This philosophy has helped countless leaders find balance, simplify complexity, and elevate their influence.
Through this year’s inaugural 2025 Dynamic Games™—a suite of innovative events like Mentor Me Summits, Masterminds, and Hackathons—Kim blends entrepreneurial strategies with mental well-being, uniting elite experts, top-tier entrepreneurs, and rising talents to collaborate on game-changing ideas. These initiatives not only address the root causes of stress but also foster creativity and connection, leading to measurable improvements in workplace performance and individual resilience. Scholarships for rising talents to join the 2025 Dynamic Games are made possible through corporate and individual sponsorships for the non-profit Spring Soiree Scholarship, overseen by Kim, creating a philanthropic pathway for broad participation.
Kim’s Vision for Global Well-Being
Kim’s vision for the future is ambitious: to create a comprehensive, globally adaptable ecosystem for stress resilience. By integrating advanced AI and culturally sensitive intervention models, she’s championing accessible well-being for all.
“Your ‘why’ must be bigger than your challenges,” Kim says, underscoring her dedication to empowering individuals to reclaim their lives and helping organizations transform their cultures. Through her work, Kim redefines productivity as resilience rooted in connection, reshaping the way we experience work and life.
Legacy of Empowerment
Kim’s ultimate goal is clear: to create a world where stress no longer dictates our lives. She envisions a global movement that celebrates human potential, fosters genuine connection, and makes well-being a cornerstone of success.
Through her work, Kim Groshek proves that addressing stress is not just about survival—it’s about thriving. Her legacy is one of empowerment, compassion, and an unshakable belief in the power of resilience to transform lives and organizations alike.
To join her journey toward balance, innovation, and purposeful leadership, Find out more about sponsoring individuals, visit Kim Groshek’s website, website to learn more about sponsoring individuals or explore the transformative 14-Day Digital Detox Challenge.
About Kim Groshek:
Kim Groshek is a dynamic keynote speaker, internationally bestselling author, and founder of The Author’s Edge. With over 30 years of experience shaping industry standards, Kim has empowered CEOs, executives, and high achievers to reclaim balance, overcome overwhelm, and elevate their influence. She specializes in the transformative power of pausing to gain clarity and purpose through her Pause Philosophy. Kim’s unique approach blends strategic frameworks, mindset shifts, and actionable tools to simplify complexity, break free from burnout, and lead with authenticity. Through her work, Kim inspires individuals to create legacies that transcend generations, empowering them to navigate today’s challenges with grace, success, and purpose.
Connect with Kim:
Website: https://kimgroshek.com
LinkedIn: https://www.linkedin.com/in/kgroshek/
Strategic Leadership
The Innovation Odyssey: How to Guide Your Team on a Journey of Discovery
Are you ready to unlock the full potential of your team and drive innovation within your organization? In today’s fast-paced and ever-changing business landscape, innovation is the key to success. But how do you spark creativity and foster a culture of innovation within your team? In this article, we’ll guide you on the innovation odyssey, a journey of discovery that will help you unlock the hidden potential of your team and drive growth and success.
Why Innovation is Crucial for Business Success
Innovation is no longer a nice-to-have, but a must-have for businesses looking to stay ahead of the competition. With technological advancements and shifting consumer preferences, companies that fail to innovate will be left behind. Innovation enables businesses to differentiate themselves, increase efficiency, and create new revenue streams. Moreover, it allows companies to adapt to changing market conditions and stay ahead of the curve.
The Challenges of Innovation
While innovation is crucial, it’s not without its challenges. Many companies struggle to cultivate a culture of innovation, and teams often face obstacles such as lack of resources, limited budgets, and conflicting priorities. Moreover, innovation requires a willingness to take risks and experiment, which can be daunting for many organizations.
The Innovation Odyssey: A Journey of Discovery
The innovation odyssey is a journey that requires a willingness to explore, experiment, and adapt. It’s a journey that requires a sense of curiosity and a willingness to challenge the status quo. Here are some key steps to guide your team on this journey of discovery:
Step 1: Set Clear Goals and Objectives
The first step in the innovation odyssey is to set clear goals and objectives. This involves identifying the problems you’re trying to solve and the opportunities you’re trying to capitalize on. It also involves setting measurable targets and milestones to track progress.
Step 2: Foster a Culture of Innovation
Fostering a culture of innovation requires creating an environment that encourages creativity, experimentation, and risk-taking. This involves empowering teams to take ownership of their projects, providing the necessary resources and support, and recognizing and rewarding innovation.
Step 3: Encourage Collaboration and Communication
Collaboration and communication are critical components of the innovation odyssey. It’s essential to bring together diverse perspectives, skills, and expertise to solve complex problems. This involves encouraging open communication, active listening, and constructive feedback.
Step 4: Embrace Failure and Learning
Innovation is inherently uncertain, and failure is a natural part of the process. It’s essential to embrace failure as an opportunity to learn and grow. This involves creating a culture that encourages experimentation, tolerates failure, and recognizes the value of learning from mistakes.
Step 5: Celebrate Successes and Learn from Failures
Celebrating successes and learning from failures is critical to the innovation odyssey. It’s essential to recognize and reward innovative achievements, and to use failures as opportunities to learn and improve.
Conclusion
The innovation odyssey is a journey that requires a willingness to explore, experiment, and adapt. By setting clear goals and objectives, fostering a culture of innovation, encouraging collaboration and communication, embracing failure and learning, and celebrating successes and learning from failures, you can guide your team on this journey of discovery and unlock the full potential of innovation within your organization.
FAQs
Q: What are some common obstacles to innovation?
A: Common obstacles to innovation include lack of resources, limited budgets, conflicting priorities, and resistance to change.
Q: How do I create a culture of innovation within my team?
A: Creating a culture of innovation involves empowering teams to take ownership of their projects, providing the necessary resources and support, and recognizing and rewarding innovation.
Q: How do I encourage collaboration and communication within my team?
A: Encouraging collaboration and communication involves bringing together diverse perspectives, skills, and expertise, and promoting open communication, active listening, and constructive feedback.
Q: How do I handle failure within my team?
A: Handling failure involves embracing it as an opportunity to learn and grow, and creating a culture that tolerates failure and recognizes the value of learning from mistakes.
Q: How do I measure the success of my innovation initiatives?
A: Measuring the success of innovation initiatives involves setting clear goals and objectives, tracking progress, and recognizing and rewarding innovative achievements.
Q: What are some best practices for innovation?
A: Best practices for innovation include setting clear goals and objectives, fostering a culture of innovation, encouraging collaboration and communication, embracing failure and learning, and celebrating successes and learning from failures.
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