CEOs Handle Customer Service
Share
Moiz Ali, founder of a successful D2C business, shares his perspective on hands-on leadership and customer service involvement. He believes in maintaining direct customer contact even as the company scales significantly.
Key Points:
-
Direct Customer Service Involvement:
- Personally handled customer service until company reached $25M in sales
- Remained the most active customer service agent even at scale
- Had highest number of closed support tickets among all team members
-
Leadership Philosophy:
- Believes in staying close to customer feedback and issues
- Maintains direct customer contact despite company growth
- Takes pride in handling front-line customer interactions
-
Benefits of This Approach:
- Deep understanding of customer needs
- Immediate awareness of product issues
- Sets example for company culture
- Demonstrates value of customer service to organization
-
Contrasts with Traditional CEO Approach:
- Most CEOs delegate customer service early
- Traditional approach distances leadership from customers
- Common to lose touch with customer base as company grows
-
Results:
- Built successful D2C business
- Maintained customer-centric culture
- Demonstrated commitment to customer satisfaction
- Created direct feedback loop between customers and leadership
This approach shows a commitment to customer-centric leadership and hands-on management, even as the company scales to significant revenue levels.
Sam Parr
Host of MFM and fitness influencer
Sam Parr is a serial entrepreneur and business media pioneer.
In 2016, he founded The Hustle, a business news media company that started in his kitchen with just $12 and grew to eight figures in revenue.
Sam led the charge in making newsletters popular when few believed in their potential.
After four successful years, he sold The Hustle to HubSpot, a publicly traded company. Now operating as HubSpot Media, The Hustle reaches 3 million readers daily, employs a team of nearly 100, and has been the launchpad for dozens of its staff to found their own media companies and newsletters.
Sam remains the host of the popular business podcast, My First Million, and continues to start and sell companies. He also co-founded Hampton, a highly vetted community for entrepreneurs, founders, and CEOs, and teaches people to write better through his platform, Copy That.