Kristin Smaby

Kristin Smaby started working on the front lines in technical support after receiving her undergraduate degree in mathematics. Kristin quickly advanced her career through a number of customer-facing roles in a variety high-tech companies, including a software tools vendor, a financial services firm, and a digital broadcasting company. Most recently, Kristin established the customer service practices and philosophy at TripIt and BankSimple.

Also from this author

Being Human is Good Business

Customers aren't shy about shouting their experiences, good and bad, to the world via Twitter and Facebook. When you see customer service as a cost center, you risk treating customers as a liability. Yet, customers are a valuable resource: their feedback is integral to shaping your product and building your brand. Customer service, by definition, is about serving people; it should be genuine, personalized, and compassionate, or, simply put, human.