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

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Customer Success Talks

Real Challenges, Experts Advice

71 episodes

4 days ago

Welcome to Customer Success Talks: Real Challenges, Expert Advice – the podcast for everyone passionate about CS! Whether you're transitioning into CS or a CSM with around three years of experience, this podcast is here for you. Our discussions tackle day-to-day CSM challenges in a practical way, ensuring value for everyone. Hosted by Bayron Toruno, a true CS enthusiast, each episode features in-depth conversations with industry experts, real-life stories, and actionable advice. Join us and be part of our community, where we grow and succeed together!

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Management

Business

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

Customer Success Talks

44 minutes 1 second

2 months ago

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

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/