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The New Customer Support Model that Drives C-suite Support | Episode 56
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Cynthia Patterson, Vice President of North American Customer Support at Antech Diagnostics, outlines a new customer support model that blends empathy with business metrics. She explains how aligning value propositions with customer experience creates both loyalty and executive buy-in. Cynthia discusses her teamâs extraordinary results: 6% turnover, 93â98% CSAT, and decades of employee tenure. She demonstrates how to communicate the language of the C-suite while preserving the voice of the customer.
âTalking about value propositions in the shaping of a support model is critical to engaging the C-suite. You canât go with a model that is completely contrary to the business model, so I always begin with the end in mind to align customer support with our companyâs vision.â - Cynthia Patterson
This episode explores how Cynthia combines her clinical background with business principles to create a support model that resonates with both customers and executives. She explains how value propositions guide the design of support teams, why empathy and tenure matter in delivering consistent customer experiences, and how customer satisfaction directly links to contract renewals. The discussion also highlights the role of cross-functional collaboration and C-suite alignment in sustaining long-term customer relationships.
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