(Remastered) Unlocking the Power of Voice of the Customer VoC with Andrew Marks

Sep 1, 2025

In a captivating discussion, Andrew Marks, co-founder of SuccessHACKER and expert in post-sales strategies, unpacks the transformative power of the Voice of the Customer (VoC) framework. He emphasizes how a solid VoC program fosters customer satisfaction and drives revenue growth. Andrew shares insights on crafting compelling customer stories and the importance of continuous listening. He also provides practical tips for echoing customer sentiments to build stronger connections, transforming feedback into powerful drivers of organizational improvement.

Ask episode

AI Snips

Chapters

Transcript

Episode notes

INSIGHT

VoC Is Your Company's Ears

A Voice of the Customer (VoC) framework is the ears of your company and captures what customers truly mean, not just what they say.
Acting on VoC turns wishes into features and drives retention and revenue by delivering real value.

ANECDOTE

Netflix 'Skip Intro' Example

Andrew used Netflix's 'skip intro' as an example of VoC in action that improved user experience.
That small change made binge-watching more enjoyable and became a standard feature.

ADVICE

Use Three Feedback Streams

Collect direct (surveys/interviews), indirect (reviews/support trends), and inferred (usage) feedback to get a full picture.
Close the loop by telling customers what you changed based on their input.

Get the Snipd Podcast app to discover more snips from this episode

Get the app

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.

–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" report: https://bit.ly/3ROH8Fn

- Want to be part of the CS Connect Slack community? https://join.slack.com/t/successconnect/shared_invite/zt-29sy33osy-wLh22i0FTSyzISdrKbh4Yw

You can find us on ⁠LinkedIn: https://www.linkedin.com/company/cs-connect/

Connect with us on LinkedIn:⁠⁠⁠

Andrew Marks - https://www.linkedin.com/in/andrew-successhacker/

⁠⁠⁠⁠⁠Bayron Toruno⁠⁠⁠⁠⁠ - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/⁠

Nav Thomas⁠⁠ - https://www.linkedin.com/in/navneeththomas/