What happens when customer support starts shaping company strategy?

Karen Lam, Director of Customer Support at Top Hat, made that shift. She took a routine feedback system and turned it into a movement, one that aligned product, engineering, and finance around the customer’s voice.

In this episode of Experience Matters, Karen reveals:

• How she designed bi-weekly VoC rituals that made feedback actionable
• The Slack-based feedback loop that made team collaboration second nature
• Why Kaizen-style iteration beats big one-time overhauls
• How she distilled 500+ articles into a high-impact, zero-fluff help center

This episode is a playbook for any leader who wants to make customer feedback part of how the entire company thinks and operates.