20 min

Why Customer Happiness Shouldn’t Be Your Top Priority with Mike Sasaki Flourish CX

    • Management

Escalations, angry customers, and mistakes, oh my! If you’re a CSM or CX leader, these words may elevate your heart rate.
Mike Sasaki, VP of Customer Success at Support at Mitek Systems, has good news. These ‘bad things’ don’t actually have to be. Bumps in the road can lead to opportunities to improve, build trust, and grow retention in the long run.
For Mike, zooming out to see the bigger picture requires us to look at everything from our metrics, our approach, and how we think about customer success as a whole.
Listen in for Mike’s counterintuitive advice that will bring you and your customers long-term success.
Takeaways:
- Customer success is more important than customer happiness.
- Define success with your customers and measure it clearly.
- Great CSMs need domain knowledge, not just product knowledge.
Things to Listen for:
[02:30] Mike’s CX pet peeves
[04:30] Clarifying responsibilities
[06:00] Leading your company into a customer-centric culture
[08:00] Including other groups early in the customer lifecycle
[09:00] Making data-driven decisions
[10:30] Recognizing self-service as a good customer experience
[13:00] Evaluating CX with multiple metrics
[15:00] Measuring engagement with response rate
[17:00] Other ways of understanding engagement
[20:00] Onboarding customers
[21:00] Providing content at the right time and in the easiest way
[22:30] Busting CX myths
[24:45] Defining customer success
[25:45] Proving your ability to be a trusted advisor [
28:00] Mike’s CX advice to business leaders

Escalations, angry customers, and mistakes, oh my! If you’re a CSM or CX leader, these words may elevate your heart rate.
Mike Sasaki, VP of Customer Success at Support at Mitek Systems, has good news. These ‘bad things’ don’t actually have to be. Bumps in the road can lead to opportunities to improve, build trust, and grow retention in the long run.
For Mike, zooming out to see the bigger picture requires us to look at everything from our metrics, our approach, and how we think about customer success as a whole.
Listen in for Mike’s counterintuitive advice that will bring you and your customers long-term success.
Takeaways:
- Customer success is more important than customer happiness.
- Define success with your customers and measure it clearly.
- Great CSMs need domain knowledge, not just product knowledge.
Things to Listen for:
[02:30] Mike’s CX pet peeves
[04:30] Clarifying responsibilities
[06:00] Leading your company into a customer-centric culture
[08:00] Including other groups early in the customer lifecycle
[09:00] Making data-driven decisions
[10:30] Recognizing self-service as a good customer experience
[13:00] Evaluating CX with multiple metrics
[15:00] Measuring engagement with response rate
[17:00] Other ways of understanding engagement
[20:00] Onboarding customers
[21:00] Providing content at the right time and in the easiest way
[22:30] Busting CX myths
[24:45] Defining customer success
[25:45] Proving your ability to be a trusted advisor [
28:00] Mike’s CX advice to business leaders

20 min