Over at AccountingWeb UK we came across the following discussion, click the link to engage in the conversation and participate at AccountingWeb UK.
@Chatman writes: Apparently there is no more Customer Support at Xero. All queries are now answered by "Customer Experience Specialists".
If there were two service suppliers, identical in all respects except that one called their support staff "Customer Experience Specialists", I would, without a doubt, choose the other one.
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I was once on the board of a company where the other directors were terribly concerned about everyone's exact job title. So you'd get long board level discussions about CTO vs Technical Director or CEO vs Managing Director vs Chief Operating Officer. As if anyone ought to care about such minutiae. Salesmen were Account Development Executives. I recall being given the task of "Establishing a Centre of Excellence" and when I asked exactly what this entailed (unsurprisingly) I couldn't get any kind of meaningful actions that I was expected to achieve in order to do that so I didn't bother to lift a finger. No-one ever came back to me about it.
We'd spend many a happy hour wordsmithing the "Mission Statement", discussing SWOT analyses, Turnbull reports, market news etc, and carefully composing the reports to shareholders, all of which was a fine substitute for actually managing the company well enough that the results would speak for themselves.
I got out as soon as I could. The day I resigned was one of the happiest of my life. The business never did make a profit for its shareholders; always promises of Jam Tomorrow. Expensive people spend endless time on all of this nonsense which presumably in their eyes beats working for a living.
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Managing Director, Xero
@garyturner