in Archive

Support as Creation

Too many com­pa­nies pigeon­hole cus­tomer sup­port as just answer­ing ques­tions. It’s a cost cen­ter they believe exists only to main­tain the sta­tus quo of cus­tomer hap­pi­ness. This def­i­n­i­tion misses some­thing pow­er­ful. Great sup­port is an act of creation.

Andrew Spittle on the other meaning of support.