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Episode 26 | The Whys and Hows of Reverse Engineering Customer Support
Manage episode 450965259 series 3565299
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Bennett Potter, Director of Customer Experience at Fullsteam, shares insights on blending historical theology and tech to improve customer experience. He focuses on research-driven strategies, highlighting the need to address inefficiencies in core activities and understand root causes without bias. Bennettâs methods of process simplification and clear mission alignment foster a productive, enthusiastic work environment.
âIf you can deeply understand the landscape of a problem, you can often find a solution quickly. Thatâs the beauty and splendor of research: you go down a path, and if it aligns with the right goal, youâll find happy employees, satisfied customers, and plenty of work ahead to keep serving that goal.â - Bennett Potter
Bennettâs academic approach highlights the value of deep, structured learning in todayâs rapid-paced world, contrasting it with the superficial appeal of mere curiosity. He advocates for âprudence over curiosity,â emphasizing the importance of diligence and depth in research. This approach supports strategic decision-making by encouraging a balance between broad knowledge and focused exploration. He also suggests that a rigorous, academic mindset can help organizations drive innovation, improve customer experience, and address systemic inefficiencies, thus sustaining a competitive advantage through continuous, meaningful growth.
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