TheySaid: Real Strategies for Customer Success Author: TheySaid On this podcast, youll 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. Be a guest on this podcast Language: en-us Genres: Business, Management Contact email: Get it Feed URL: Get it iTunes ID: Get it Get all podcast data

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Use VOC Feedback to Figure Out Workarounds That DON’T Include New Features
Monday, 1 August, 2022

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.

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