Andy Shaw’s Post

Entering the final stretch of Customer Obsession Month! 💥 Customer obsession is more than a focus; it's how we operate daily. From gathering feedback to hosting customer meetups, it's all about truly understanding what our customers want and delivering on it. This month, we’ve taken it a step further 👉 Lunar friends from every corner of the company join customer service. It's about getting first-hand insight into our customers’ experiences, needs, and feelings. By tuning in, we’re deepening our focus on continuously adapting, improving, and taking action—always guided by our customers. So far, over 40 Lunar colleagues have taken the opportunity to join customer support for the day! And there's more to come 💚 What’s an example of customer service that made a difference for you? Share your experience in the comments!

What can being a party princess teach us about success in customer service? Ask ECS Senior Account Manager Tierney Kain. On ECS StoryPoints, we explore the lessons learned from the defining moments in our team members' lives and how they apply those lessons to their work at ECS. In this episode, Tierney discusses how her diverse career experiences have shaped her approach to customer relationships and stresses the importance of empathy and active listening. #ECSStorypoints #WhyECS #CustomerService #AccountManagement #Storytelling #AdaptiveThinking #CustomerExperience #MeetTheChallenge #MakeADifference | Patrick Elder

Absolute best way to wrap a week! “…your product has made a real impact for us…and we’re just beginnning…” As a CRO, you typically get pulled in when things are hard. Or when something isn’t working. When expectations are misaligned. Or when someone or something isn’t delivering. But there’s nothing like getting this type of response from a typical “just checking in - how are we doing?” email a few months into a new customer relationship. Nothing like delivering customer impact ahead of schedule. Or hearing that your team or product (or both!) have gone above and beyond. Makes all of those “less fun” pieces of the job SO worth it 🩷

Every time I type "𝗳𝗼𝗿𝗺", I always, and I mean every single time, type "𝗳𝗿𝗼𝗺" first. Do you know how many times a day I type the phrase "QA From" with all the things we are doing with OttoQa. A lot. :) #callcentergeek

I made a mistake with a client. And it kept getting worse. Started off saying we could get the final in a week. My cofounders were aghast, they knew we couldn’t. Dunno what I was thinking, probs some people pleasing. But that deadline stuck in my brain. Made me jittery, wanting to get it done. Piecemealed the final deliverable. Sent the invoice too early. Didn’t QA another piece. Not great. The client took some time to give us some feedback. Everything up to that point had been wonderful. But the delivery was officially botched. Tough. But it caused some good introspection. What we learned: ✅ onboarding is delightful ✅ deep dive creates understanding ✅ our final product is of high quality ❌ the delivery is where we fall down I respect people who are willing to give feedback. I don’t love getting it, but it’s helped us change. We’re building a delightful delivery process. Going to end on a high note from now on. Tell me, what are ways you make your delivery delightful?

HCSS customers have changed my entire perspective on what it means to build an API product. In a good way. I’m excited to talk more about API consumption and design on next weeks joint webinar with Dan Barahona and APIsec University! #productmanagement #APInerd

Unlock smooth, risk-free product rollouts - discover the power of Feature Flags! 🚩 With feature flags, you can roll out changes gradually, test effectively, and ensure seamless user experiences. Here's how: 🔍 Discover how feature flags can transform your release process. 🚩 Learn about different types of feature toggles. 📊 See the benefits of gradual rollouts, A/B testing, and instant rollbacks. This is the 5th instalment in my 10 Layers of Verification series. If you find this useful, please share and help others achieve safer releases! ♻️

✨ Proud moment alert! ✨ Receiving positive feedback from our customers always reminds us why we do what we do. 💚 It feels amazing to see our efforts make a real difference. #TemporarySolutionsGroup #Customerservice #Teamwork #Temporarykitchen #TemporaryBathroom #Customerreview #Trustpilot

Optimize product code for both high competency scenarios(user wants to help modify the product to make it better) and worse low competency scenarios(user simply wants to use the product for its intended purposes)

I've seen this waste firsthand at companies of all sizes: teams complete features and release them before getting feedback. They build a complete solution and then "test" if the users react well to them. They spend 100% of the time it takes to develop a feature just to find out if they even should have built it at all. Skip that - make your tests as paper-thin as you can to limit their costs.