We're thrilled to bring you a conversation with the remarkable Andrew Marks, co-founder of SuccessHACKER. With over 25 years of experience in post-sales organizations. Today's conversation explores the importance of the voice of the customer (VoC) framework and how it can drive customer success. Andrew and Nav, emphasize the need for organizations to listen to their customers and gather feedback through various channels. A solid VoC program can put a company ahead of its competition and lead to real improvements in products and services.
Key Topics:
- Essential Role of VoC Framework: We kick off with a discussion on why a solid VoC program is not just beneficial but essential for businesses to collect feedback and drive improvements.
- Impact on Customer Satisfaction and Revenue: Andrew emphasizes how a well-executed VoC can lead to heightened customer satisfaction, loyalty, and ultimately, an increase in revenue.
- Beyond Listening–Creating Customer Stories: Learn how to go beyond mere listening to creating compelling stories from customer feedback, encapsulating their experiences and needs.
- Practical Tips for Effective Communication: Gain insights into the importance of echoing customer sentiments to confirm understanding and establish stronger connections.
Special Insights:
- Continuous Listening: Emphasizing the importance of always being receptive to customer feedback, not just the loudest voices.
- Balancing Features for New and Existing Customers: Striking a crucial balance between attracting new customers and satisfying the existing ones.
- Building Trust with Colleagues: Andrew shares his unique approach to fostering workplace alliances essential for implementing strategies like a VoC framework.
Resources:
- Visit Successcoaching.co for more insights and resources.
- Download the CS Connect "Crystal Ball 2024"
- Join the CS Connect Slack community?
- You can find us on LinkedIn
Connect with us on LinkedIn:
Andrew Marks
Bayron Toruno
Nav Thomas
Find us on YouTube
