Cynthia Patterson - "The New Customer Support Model that Drives C-suite Support"
Cynthia Patterson, Vice President of North American Customer Support at Antech Diagnostics, outlines a new customer support model that blends empathy with business metrics. She explains how aligning value propositions with customer experience creates both loyalty and executive buy-in. Cynthia discusses her team’s extraordinary results: 6% turnover, 93–98% CSAT, and decades of employee tenure. She demonstrates how to communicate the language of the C-suite while preserving the voice of the customer.
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Whats Inside [3:08] Introduction to Cynthia Patterson [42:59] Full Podcast Episode [2:54] Highlights Video [3:04] How Antech Achieved Just 6% Turnover in Support [5:12] Why Support Models Must Align with Business Value Propositions [7:01] Customer Support Is Revenue Preservation, Not a Cost Center [4:25] Why Every Company Needs a True Voice of the Customer Through Support [9:42] Redefining Customer Experience With Proactive, Cross-Functional Integration [4:34] Beginning with the End in Mind as Supports Guiding Principle [0:53] Short - Customer Support Is Revenue Preservation, Not a Cost Center [0:56] Short - Redefining Customer Experience With Proactive, Cross-Functional Integration
Full Episode Talking about value propositions in the shaping of a support model is critical to engaging the C-suite. You cant go with a model that is completely contrary to the business model, so I always begin with the end in mind to align customer support with our companys vision. - Cynthia Patterson
(2:54) Highlights Video
(3:04 Video) How Antech Achieved Just 6% Turnover in Support There was a gasp when I said our turnover was 6% because in this industry, 60% or higher is common. We invest so much in the associate experience. I take seriously my role in shaping not just the customers experience, but also our associates experience. - Cynthia Patterson
(5:12 Video) Why Support Models Must Align with Business Value Propositions Talking about value propositions in the shaping of a support model is critical to engaging the C-suite. If your model is contrary to the businesss value proposition, you will never succeed. - Cynthia Patterson
(7:01 Video) Customer Support Is Revenue Preservation, Not a Cost Center I call customer support revenue preserving because we need customers to stay, stay engaged, and not entertain the competition. If my team falls down on their obligations, then customers will not renew their contracts. - Cynthia Patterson
(4:25 Video) Why Every Company Needs a True Voice of the Customer Through Support Every company should have a leader of customer support integrated with their customers. It is important to get out there, be hands-on, and truly understand how your customers are using your service. - Cynthia Patterson
(9:42 Video) Redefining Customer Experience With Proactive, Cross-Functional Integration I would love a world where no one feels they have to call us. They have everything they need, right when they need it, without requiring human assistance. The only way to get there is by being an active part of the entire company experience. - Cynthia Patterson
(4:34 Video) Beginning with the End in Mind as Supports Guiding Principle Beginning with the end in mind has really shaped my entire world. What do you want the customer to walk away with? Thats how you shape your model. - Cynthia Patterson
YOUTUBE SHORT: Customer Support Is Revenue Preservation, Not a Cost Center I call customer support revenue preserving because we need customers to stay, stay engaged, and not entertain the competition. If my team falls down on their obligations, then customers will not renew their contracts. - Cynthia Patterson
YOUTUBE SHORT: Redefining Customer Experience With Proactive, Cross-Functional Integration I would love a world where no one feels they have to call us. They have everything they need, right when they need it, without requiring human assistance. The only way to get there is by being an active part of the entire company experience. - Cynthia Patterson
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