In this episode, we will be talking about Customer Success. Customer Success is about providing the best possible service to customers, by, for example, anticipating customer questions, listening to customer problems and proactively providing solutions before issues arise. The idea is to build a positive customer experience and satisfaction with the long-term goal of improving customer loyalty. For example, if I’m having issues returning a book I bought through Amazon, I may call Amazon to help me solve the problem. If I walk away happy and satisfied, that means Amazon was able to help me, as a customer, achieve what I needed, i.e. achieve success.
Our guest is Nicole Lancefield, who has over 20 years of experience in Customer Success. Her extensive background in the world of IT and Customer Success helped her get various Team Leadership and Management roles throughout the years – and, today, she works as the Customer Success Account Manager at one of the biggest technology companies in the world. Enjoy!