TheySaid: Real Strategies for Customer Success

TheySaid

On this podcast, you’ll hear from forward-thinking leaders about the Customer Success strategies that matter most. Welcome to the no-fluff podcast for Customer Success. Powered by the team at TheySaid.

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TheySaid: Real Strategies for Customer Success

Episodes (95)

Aug 1, 2022 Use VOC Feedback to Figure Out Workarounds That DON’T Include New Features
Jul 21, 2022 You're Doing VOC, but Is It Working?
Jul 11, 2022 How to Flex Your Voice of Customer Muscle With Slack VOC Expert

TheySaid: Real Strategies for Customer Success

Aug 1, 2022
30½ minutes
28 MB

Before Meta acquired Kustomer in 2022, Chad Horenfeldt, Kustomer’s then Director of Customer Success, saw the need for a revamp of the company’s Voice of Customer program and practices. He went on to design a comprehensive VOC program focusing on three objectives: Capture, Analyze, and Act. In this episode, Chad covers the highly effective VOC survey he helped implement, how to get executive team buy-in for a VOC program, and why it’s important to use VOC data to craft workarounds that don’t always include building new features.

TheySaid: Real Strategies for Customer Success

Use VOC Feedback to Figure Out Workarounds That DON’T Include New Features

TheySaid

00:00 -30:26