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Thank you Mark! Going to take the "keep it simple approach" for sure! ------------------------------ Krista Lugo Asset Panda, LLC ------------------------------

Hi everyone, Today I was joined by 12 CX experts for an interactive peer-group discussion on VOC. Here's the link to the recording: https://www.youtube.com/watch?v=MRm2IrafaiI&feature=youtu.be And the link to the slides: http://www.kickstartall.com/wp-content/uploads/2021/03/VOC-Discussion-3.3.2021-1.pptx Thank you all, everyone! Hope this was helpful. ------------------------------ Mike Gospe Professional CAB strategist & faciltiator ------------------------------

Thank you, Steve! Hope it was helpful. Here's the link to the recording: https://www.youtube.com/watch?v=MRm2IrafaiI&feature=youtu.be And the link to the slides: http://www.kickstartall.com/wp-content/uploads/2021/03/VOC-Discussion-3.3.2021-1.pptx Best, Mike ------------------------------ Mike Gospe Professional CAB strategist & faciltiator ------------------------------

Thanks for setting up, facilitating, and driving an excellent discussion, !​ What's the best way to avoid drowning? Have a lifeboat! This hour provided excellent guidance for anyone looking to reduce "treading water" with the day-to-day interactions to get proactive (build the lifeboat!) by driving the right cross-functional improvements across the organization (i.e. advocating for your customers!)... I highly recommend everyone check out the recording here on GGR and seek out Mike Gospe on LinkedIn! ...

Great video. I'm struggling to find the additional resources you mentioned in video and in the above tex.tt ------------------------------ Jessy Horrell Vodori ------------------------------

Thanks everyone for joining our VOC modeling discussion today (March 3). I will be posting the slides and the recording shortly. I will also post it on my LinkedIn profile and on my www.kickstartall.com. Stay tuned. ------------------------------ Mike Gospe Professional CAB strategist & faciltiator ------------------------------

What immediately came to mind is Hubspot's "Flywheel" model for a customer-centric business. It has some interesting ideas about momentum and growth and how that feeds back into the beginning of the marketing/sales cycle. And I think it's true, the best outcome from a fully retained/grown client would be good word-of-mouth, business referrals, and awesome marketing case-studies. Additional reading here: https://www.hubspot.com/flywheel ------------------------------ Ben Wanless Customer Success ...

exactly! We actually started lower since we have lower acquisition costs elsewhere. After 1 or 2 quarters we had close % for this channel, once we had close % and realized this channel had a much higher win rate we were able to increase the $ incentive. One other cool thing we implemented is whichever CSM has the most referrals in a quarter gets $1,500 additional. Fun way to make it a bit competitive as well.​ ------------------------------ Jordan Silverman Vice President of Customer Success MarketMan ...