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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 ...

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