The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom Scale #1 - How to be customer centric in a high growth environment
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Mar 14, 2019 Leela Srinivasan, CMO at SurveyMonkey and a seasoned pro from LinkedIn and OpenTable, dives into the importance of keeping customer focus during rapid growth. She emphasizes the power of customer feedback in shaping marketing strategies and driving revenue. Leela highlights the shift from B2B to B2H models, showcasing brands like Amazon that thrive on customer-centricity. Additionally, she discusses effective feedback mechanisms that foster trust, enhance product development, and navigate the complexities of customer insights.
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Leela Srinivasan's Career Path
- Leela Srinivasan's path to CMO included sales, management consulting, and product marketing at LinkedIn.
- She emphasized the breadth of experience gained through various roles during LinkedIn's hypergrowth phase.
Importance of Customer Feedback
- Marketers must prioritize customer feedback because 63% of people feel marketers sell them unnecessary things.
- Furthermore, 82% trust peer recommendations over company messaging, highlighting a need for marketers to listen more effectively.
Linking Customer Feedback to Employee Retention
- Companies prioritizing customer satisfaction see higher employee retention (83% vs. 56%).
- Connect employees with customer feedback to improve engagement and reduce costly turnover.