Today’s interview is with Chase Clemons, a customer support team lead at Basecamp, a provider of project management and team communication software. We talk about Basecamp’s CEO Jason Fried assuming personal responsibility for all customer refunds, what that means in practice, what it’s like to work at Basecamp, what customer service means for them, particularly when they have approx 50 people in 30 different cities around the world and how they deliver great service to their clients.
This interview follows on from my recent interview – The most successful companies start by improving one customer journey at a time – Interview with Don Schuerman – and is number 221 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.
Highlights from my conversation with Chase:
Chase Clemons is a customer support team lead at Basecamp, where he has worked for over 6 years now.
He also hosts the Support Ops Hangout.