Unhappy customers don't always fill in your NPS surveys, so how do you stop customers leaving your service?
We speak to Andy Brown, Predatar's Customer Success Officer, who sharpened his skills in the furnace of Britain's coal mining industry. Is keeping technology customers happy easier than hardened coal miners? Not always.
As SaaS models become the dominant delivery model for technology, Andy talks about the importance of the 2nd "S" - Service.
In this 30 minute episode, Andy shares his beliefs covering employee engagement, cultural style and how the customer service function must become as agile as software development.
Enjoy!