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Redbubble CS- Melbourne We serve our customers by: Employing Authentic People Balcony profile by athex

Customer Support at Redbubble - Part 1

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Presented by Troy Evans at meetup of Agile Product Owners and Business Analysts Group at Redbubble HQ on April 30th 2014.

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Page 1: Customer Support at Redbubble - Part 1

Redbubble CS- MelbourneWe serve our customers by:

Employing Authentic People

Balcony profileby athex

Page 2: Customer Support at Redbubble - Part 1
Page 3: Customer Support at Redbubble - Part 1

lets got What happens then?We ask them to bring their most creative selves to work by ensuring they feel:

● Empowered

● Valued

● Accountable (without threat)

Black and White Wheelby wolfcat

Page 4: Customer Support at Redbubble - Part 1

Invested “Productive” ● Value each

other

● Work beyond $ and title

● Attrition is reduced

Emptying the bin just off Hosier Laneby benthebrown

● Adhere strictly to a set of KPIs

● Work under threat of punishment

● Work under promise of $ or title reward

Page 5: Customer Support at Redbubble - Part 1

Making effective KPIsFocus on:

● Quality● Voice/Brand● Personality● Reasonable productivity

How are those defined?

ASK THE TEAM!

Triangulationby Hartkamp

Page 6: Customer Support at Redbubble - Part 1
Page 7: Customer Support at Redbubble - Part 1

What do you get?

COLLABORATION VS

BIG STICK

bring the sake and don't forget I love youby Luckyvegetable

Page 8: Customer Support at Redbubble - Part 1

What ? to askIdentify that our department can assist others daily by asking:

● How can we help?● How do we need help?

When we do this, we ensure we’re always adhering to our own ethos to Honour The Artist’s Journey.

Triangulationby Hartkamp