As customer success leaders, everyone looks to you to establish and maintain strong relationships throughout the customer’s lifecycle. You’re required to align expectations and work through roadblocks to provide value to customers. Unfortunately, each department has their own agenda. And the customer isn’t always their top priority. This puts customer success leaders at a huge disadvantage. In this session, Evan Klein of voice of customer and employee engagement consulting firm, Satrix Solutions, will discuss proven strategies for reinforcing your company’s customer success culture to get everyone rowing in the same direction. Attendees will also walk away with actionable ideas tested by customer success professionals that can easily be put into practice right away.

1. PRODUCED BY
Why Customer Success
Without Cultural Adoption =
Failure
Presented by Satrix Solutions

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SatrixSolutions.com
480.773.6120
@satrixsolutions
satrix-solutions-llc.
Evan Klein, Founder & President
Heather TimneyChristian Muma Russ Vaughan

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http://blogs-images.forbes.com/suntrust/files/2017/01/Men-pushing-puzzle-pieces-1200x750.jpg?width=480&height=0
Align Your Organization for Success
Requirements for a Truly
Customer-Centric Culture
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Undeveloped
Initiating
Emerging
Sophisticated
World-class
Satrix Solutions Customer Experience
Maturity Model
@SatrixSolutions

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Senior Leaders Must Model Desired Behaviors
Ideas to Take BackKey Points
• The ideal customer experience - defined
• C-suite must walk the walk
• Treat employees the way you want
customers treated
• Frequent conversations about the
importance of the customer experience
• Encourage leaders to directly engage with customers (In-
person meetings, Customer Advisory Board, Executive
Sponsor Program)
• Business leaders should often ask: “How does this improve
the customer experience?” – allocate resources appropriately
• Conduct an Interdepartmental Survey to assess teamwork
and unity
• Have executives send emails and notes to employees who
have gone above and beyond
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Obtain Reliable KPI’s to Show Consistent
Progress
Ideas to Take BackKey Points
• You can’t manage what you can’t
measure
• Many people are driven by data /
analytics
• Identify where gaps exist + where
successes can be replicated
• Institute formal customer feedback programs; share the
data & feedback broadly
• Identify the right Key Performance Indicators (KPIs) for
your company and make it part of the lexicon
• Clearly show how improvements in customer
satisfaction, retention, and CLV drive revenue growth
• Use the unstructured verbatim feedback from your VoC
program to underscore the good and not so good
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Cultivate Engaged and Empowered Employees
Ideas to Take BackKey Points
• Engaged employees are more likely stay
and deliver better service
• All staff members should understand the
role they play
• Remove unnecessary obstacles so
people can do their jobs effectively
• Map the customer journey so everyone knows how they
impact the customer experience
• Provide ongoing coaching and training on CX
• Show a willingness to listen to employees by conducting
internal Employee Opinion Surveys
• Give employees flexibility to do what’s best for the
customer, even if it’s not always the most profitable
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Stories are a Powerful Way to Convey Desired
Actions
Ideas to Take BackKey Points
• Effective communication boosts buy-
in and motivates employees to do the
right thing
• Consistent reminders and validation
are vital
• Harvest stories by reviewing survey feedback and social
media
• Share details of wins, up-sells, examples of someone going
above and beyond (Team huddles, All-staff meetings,
Intranet)
• Discuss how specific improvements emanated from
customer feedback
• (Unattributed) negative stories can serve as ‘teachable
moments’
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Reward & Recognize Employees
For Supporting Your Customer Success Culture
Ideas to Take BackKey Points
• Acknowledge employees and show
appreciation for desired behaviors
• Reward success; emphasize
accountability
• When an employee does something extraordinary -
celebrate it
• Shout-out in team huddles, spot bonus programs,
customer spotlights, peer recognition, etc.
• Consider tying a % of variable comp to retention or NPS
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An executive team that ‘walks the walk’
Methods to systematically and accurately measure customer satisfaction
A willingness to occasionally sacrifice profits for the customer experience
The resolve to hold staff accountable and recognize / reward success
Ongoing reinforcement of the right behaviors through story-telling
Engaged & empowered employees who are united in their commitment to CS
Widespread recognition of the goal and what’s needed to achieve it
Takeaways for Success
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Get in Touch with Me:
480.773.6120
Evan@satrixsolutions.com
www.linkedin.com/in/evanbklein
SatrixSolutions.com
Evan Klein, Founder & President
Questions?
@SatrixSolutions