If it ain’t broke, don’t fix it

The Premier Event for Customer Experience Leaders

If it ain’t broke, don’t fix it

February 11, 2020 Uncategorized 0


Darcy Peters, Happiness Hero Lead at Buffer

“If it ain’t broke, don’t fix it” shouldn’t apply to the customer support or customer success industry. To thrive, we need to grow and change with our prospects and our customers. In this chat, I’ll share how Buffer’s Customer Engagement team threw shame out the window and changed our strategy twice in 3 months – all so that we could do what’s right by our customers.
Some take-aways:
-How to spot the need for a strategy change
-How to propose and validate a strategy change
-Tips on transitioning to a new strategy smoothly