More than ten years ago, Ken Shevock, then the VP of Worldwide Support Operations for Cisco, commented “Nobody is really "winning' at Support. We're all doing the same things to try to keep up, but to get to the next level, we're going to have to do something new.” From the beginning of the technology industry, Support / Service â€” Customer Care â€” whatever the name â€” has been about reacting to problems reported by customers in their use of technology products. If ever we are to win, we need to recognize that how the industry has defined Support is inherently flawed. Invited to speak to a consortium of Support & Service executives in Bellevue, Washington, about The Redefinition of Customer Support, my presentation focused on why winning, under the current definition of the profession, is impossible -- and a vision of that something new.
From a single post and a handful of readers, The HotLine has warmed up considerably over the past ten months. There are now regular readers from more than 70 countries around the world and all 50 states of the USA. From Hawaii to Georgia, the Maldives to Sri Lanka, Slovakia to Senegal, the Ivory Coast to Ireland, Austria to Australia, Support executives and C-Level officers alike are looking for answers and insight. Years ago, Ken Shevock, then the VP of Worldwide Support Operations for Cisco, commented "Nobody is really 'winning' at Support. We're all doing the same things to try to keep up, but to get to the next level, we're going to have to do something new." The HotLine is about that "something new."