Unlocking the Power of Voice of the Customer (VoC) | Andrew Marks

Jan 9, 2024

Andrew Marks, co-founder of SuccessHACKER, discusses the importance of Voice of the Customer (VoC) framework, its impact on customer satisfaction and revenue, creating customer stories from feedback, and the role of effective communication. Insights include continuous listening and balancing features for new and existing customers.

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Introduction

00:00 • 2min

The Importance of Customer Success and the Voice of the Customer Framework

01:31 • 3min

Importance of a Voice of the Customer Framework

04:52 • 11min

Understanding Customer Sentiment

15:58 • 4min

Challenges of Gathering Actionable Customer Feedback

19:57 • 19min

Understanding and Leveraging Customer Feedback

39:21 • 5min

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

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