TheySaid: Real Strategies for Customer Success

TheySaid
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On this podcast, you’ll hear from forward-thinking leaders about the Customer Success strategies that matter most. Welcome to the no-fluff podcast for Customer Success. Powered by the team at TheySaid.

  1. Use VOC Feedback to Figure Out Workarounds That DON’T Include New Features

    08/01/2022

    Use VOC Feedback to Figure Out Workarounds That DON’T Include New Features

    Before Meta acquired Kustomer in 2022, Chad Horenfeldt, Kustomer’s then Director of Customer Success, saw the need for a revamp of the company’s Voice of Customer program and practices. He went on to design a comprehensive VOC program focusing on three objectives: Capture, Analyze, and Act. In this episode, Chad covers the highly effective VOC survey he helped implement, how to get executive team buy-in for a VOC program, and why it’s important to use VOC data to craft workarounds that don’t always include building new features.

    30 min
  2. You're Doing VOC, but Is It Working?

    07/21/2022

    You're Doing VOC, but Is It Working?

    Today on the Nuffsaid podcast we spoke with Sandy Yu, the Global Lead of Oracle Cloud Infrastructure Advisory Boards, about how a Voice of Customer program can provide real value to an organization and prove its effectiveness to the executive team. If you’re unsure of whether or not your VOC program is working, this is a must-listen episode.

    29 min
  3. How to Flex Your Voice of Customer Muscle With Slack VOC Expert

    07/11/2022

    How to Flex Your Voice of Customer Muscle With Slack VOC Expert

    Having worked for the last four years in Voice of Customer at large companies (first Lyft and now Slack), it’s safe to say Kevin Vielbaum is a master of his craft. In this Nuffsaid podcast episode, Kevin digs into several interesting topics including how he measures the success of a VOC program.

    29 min
  4. Build the Product Your Customers Want Using VOC Data

    06/28/2022

    Build the Product Your Customers Want Using VOC Data

    With a background in Marketing & Growth at companies like Hubs, Recruitee, and Growth Tribe Academy, Ferdinand Goetzen, now CEO & Co-founder at Reveall, has a natural orientation to use Voice of Customer data to make product decisions. That’s why in this episode of the Nuffsaid podcast, he explains his philosophy on how to build the best product possible.

    28 min
  5. The Meeting That Every VOC Program Is Missing

    06/14/2022

    The Meeting That Every VOC Program Is Missing

    Beyond being the most entertaining guest we’ve had on the show, Jeanne Hopkins, CRO at OneScreen.ai & former CMO at Lola.com, convinced us that the Voice of Customer sync she designed is the most impactful meeting a leader can schedule.

    39 min
  6. Box’s Jeff Justice Williams on Building a VOC Program at Scale

    06/06/2022

    Box’s Jeff Justice Williams on Building a VOC Program at Scale

    Jeff Justice Williams is the Sr. Executive Director of Enterprise Customer Success at Box and has led CS teams at companies like Stack Overflow, WeWork, and Dropbox. In this conversation, Jeff highlights how a Voice of Customer program should operate at scale.

    33 min
  7. Actually Closing the Loop With Customers in a VOC Program

    05/16/2022

    Actually Closing the Loop With Customers in a VOC Program

    Having played critical roles on Voice of Customer teams at companies like VMware, Red Hat, and Citrix, Nick Woerner, current Director of CX at Mineral, joins the Nuffsaid podcast to share wisdom on what it actually takes to close the loop with customers within a VOC program.

    29 min
  8. The Advanced Voice of Customer Program Blueprint

    05/06/2022

    The Advanced Voice of Customer Program Blueprint

    Here’s VP of Customer Success at ESG, Peter Armaly, to kick off our new podcast series on Voice of the Customer (VOC) programs. Coming from a background with extensive Customer Success experience including having spent more than 5 years as a CS executive at Oracle, Peter shares how an advanced VOC program is run.

    36 min
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On this podcast, you’ll hear from forward-thinking leaders about the Customer Success strategies that matter most. Welcome to the no-fluff podcast for Customer Success. Powered by the team at TheySaid.

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