193: Amy Downs, Customer Success Crack the Customer Code

Chief Customer Success and Happiness officer Amy Downs of Lifesize outlines her strategic path to a 79-point increase in Net Promoter Score.
Customer success and happiness: A mini case study Customer experience is gaining traction! But when we think about how the slightest increase in Net Promoter Score (NPS) is a cause for celebration in most organizations, we realize there’s still a long way to go.
Thankfully, we have inspiring leaders like today’s guest who have proven that success is within reach, even for those of us who’ve fallen way behind.
With their NPS looming at -4 and customers already “screaming,” making necessary changes to the service model at Lifesize was creating even more tension. But as the Chief Customer Success and Happiness Officer at Lifesize, Amy Downs quickly turned these challenges into opportunities. While the company was on its head, she brought customer obsession into their culture, core values, functional processes, and communications.
And now? Their NPS currently shines at 75. You can do this! Amy’s story is more like a mini case study, where she outlines all the crucial steps behind Lifesize’s transformation. 
“If you don’t have that level of engagement from your employees, your customers will never feel it, says Amy. And with a 79% increase in NPS, you know everyone feels it! Listen in to make this your story too.
Highlights from the interview:
How Amy’s title of Chief Customer Success and Happiness Officer speaks of her day-to-day work  [2:50]
Quick customer experience wins make room for more ambitious goals! Here’s what Amy tackled first [5:50]
The key traits of a customer-obsessed company are… [9:40]
Embedding customer-obsessed cultural values across functional leadership and down into everyday processes [12:40]
The impact of communicating progress and insight organization-wide, and great tools that help make it happen [18:10]
How is internal customer service affected by customer-obsession? [21:10]
About our guest: Amy Downs is the Chief Customer Success and Happiness Officer at Lifesize, the connected video conferencing company, and is responsible for ensuring that customers are at the epicenter of everything the company does.
From support, service and training, Amy drives the strategy and execution of programs that help Lifesize customers and partners bring successful video collaboration to their companies. Prior to joining Lifesize, Amy spearheaded Voxeo’s industry-leading customer support and service organization and oversaw all post-sales interaction with customers.
Connect with Amy
LinkedIn
Amy on Lifesize.com
Email addowns@lifesize.com
Related Content 360Connext® post, 4 Ways to Change Organizational Perspective on Customer Experience
Customers That Stick® post, Turning a Customer Service Culture
Episode 094: Joseph Michelli, Becoming Customer-Obsessed
Episode Episode 014: Handling Pressure, Jeff Toister, and The Customer as Hero
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