Exceptions from the Drift Podcast Network is a docuseries exploring how and why a handful of B2B companies have built brands to experience breakout success. For years, "brand" was a dirty word in B2B. But today, in an era full of choice and noise, brand has become THE go-to strategy for differentiating your company. Join Drift and your host, author and keynote speaker Jay Acunzo, as we journey around the B2B world to understand what makes these companies tick and experience for ourselves the power of brand. Learn what it takes to become an exception.
https://drift.com/podcasts/exceptions
episode 5: Help Scout: Defining, Defending, & Challenging an Entire Industry
Customer support professionals remove the obstacles and clear the way for your customers to appreciate your product or service. They are the front lines of your business, representing your name day in, day out. Often time, customers service pros may be the only face or voice of a company someone can connect to the business. Yet, these individuals, the ones bearing the flag for an entire organization, are typically overworked, underpaid, and underserved. Meet Help Scout. Help Scout hasn’t just built a kick-ass SaaS product that enables CSRs and others to perform faster and better. They’ve created a culture where these professionals on the frontlines are valued, heard, and understood. Their clients love the product and the company, because both are built around them. From Help Scout’s customers, to their employees, to their CEO, to even those unhappy with how Help Scout’s changing the industry, I heard one thing in common with every stakeholder: Help Scout is ruthless about customer-centricity. They are an #Exception. The Seeking Wisdom Official Facebook Group is live! One place, finally, for all of us to hang out, get updates on the podcast, and share what we’re learning (plus some exclusives). Just search for the Seeking Wisdom Official group on Facebook. On Twitter: @jayacunzo and @seekingwisdomio