Our own Corey Ganser, Customer Experience Manager at MindTouch, has been getting a lot of attention lately as an industry CX expert. He will be a featured speaker at LavaCon this year and was recently sought out by the Waypoint Group to discuss the implementation, challenges and benefits of our customer experience program. In this interview, Corey discusses how he implemented a highly effective CX program at MindTouch, the results, and gives advice to those starting to put together their own CX programs.
“Q: What prompted you to start a Customer Experience program?
When I initially started with MindTouch I was leading the Customer Support department and I needed to understand how well MindTouch was doing in the customer’s eyes. How could we improve? As a smaller company, being customer-focused is critical, and a main competitive advantage. Therefore the focus was on ensuring customers were happy and not on ‘tickets closed’ or other internal metrics.
While our initial measure of customer success was focused on end-user interaction with the Support organization, we realized that was too narrow. We leveraged Net Promoter – adding a periodic “relationship” questionnaire that also uses the “recommend” question – to make sure customers are happy overall. We also ask what can we do to improve MindTouch, and that’s where we learn critical customer priorities: While the majority of that feedback is around product enhancements, we also learn quite a bit about how to improve our communications, training, documentation, and processes.”