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Webinar Q&A Recap: Using Voice of the Customer to Increase Customer Retention

Speakers: Anita Toth, Chief Churn Crusher Anita Toth joined Marley Wagner for Customer Success Unlocked to dive into the many layers of a comprehensive Voice of the Customer program and answered some intriguing questions from the audience. Keep reading for the thoughtful answers Anita provided.     Q&A Recap Q: How do you navigate participation bias […]

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The Dos and Don’ts of Killer Customer Surveys

Voice of the customer (VoC) initiatives have often been owned by Marketing in the past, but Customer Success is taking on more and more ownership in this space. Customer Success teams can (and should!) contribute to creating killer customer surveys no matter who owns the survey methodology in your organization. By following this list of […]

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Incorporating Social Media and Social Listening into your Voice of the Customer (VoC) Strategy

Are your ears burning? They should be! Your customers are talking about you. The real question is, are you listening? The most effective Customer Success organizations (and entire companies) are paying attention to what their customers are saying about them. But you can’t just wait around for your customers to gush (or complain!) about your […]

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