Customer Success Is An Attitude, Not A Department

Posted on Dec 19, 2012 in Experience, Social, Strategy, Value | 1 comment

This article is first in a series based on interviews conducted by Customer Zen with leaders in the field of Customer Success.  This week, we spoke with David Hare of Ooyala, a company dedicated to bringing video experiences to your mobile devices. Creating a balance of mutual success and value for both a company and its customers means being highly attuned to the needs of that customer.  No longer can an organization rely on an outsourced call center to answer questions and solve issues for their customers; now customer success operations must be fully visible to their clients and nimble...

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My Gratitude For Technology

Posted on Nov 22, 2012 in Scale, Social | 0 comments

This week, as most of us do before Thanksgiving, I have been reflecting on the many things in my life I am grateful for.  In particular, I am fortunate to have grown up here in Silicon Valley, surrounded by the constant buzz of technology and innovation.  I remember my engineer father coming home with gadgets – like an Atari or an HBO box or something called an Apple computer. They are all quaint pieces of technological antiquity now, but they still stand as the inspiration for today’s entrepreneurs and dreamers. Growing up in this environment sparked a life-long love for creating new...

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Why Does The Customer Experience Matter?

Posted on Nov 1, 2012 in Experience, Social, Value | 0 comments

Many companies I work with have the fortune of creating a great product or service that immediately gains popularity because their focus is on providing an excellent customer experience.  These companies have taken up the challenge of figuring out how to best serve their customers while looking far enough ahead to grow and deliver this experience at scale.  When companies build their product or service with the customer experience in mind from day one, they create excited, loyal customers who are eager to tell their friends about their experience. Recently, my daughters and I spent a...

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Customer Success In A Social Universe

Posted on Sep 26, 2012 in Social, Value | 0 comments

We are by nature social creatures.  We gather, we tell stories, we share experiences, all in order to nurture the communities we live in.  And by communities, I don’t just mean cities and towns, but circles of friends, book clubs, parenting clubs, and groups of coworkers as well.  We come together with like-minded people to be a part of something, to engage and commiserate with others and to enjoy what each person shares. While the reasons for gathering socially will never change, the methods we use to communicate are constantly evolving.  With the advent of social media, in less than a...

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