Take a simpler, data-focused path to higher customer satisfaction - Relate Live
Will O’Keeffe, VP of Global Support at Acquia, says “You’re only as good as your last interaction with the customer,” and that philosophy drives how he manages his customer service organization and his customer relationships.
Recorded at Relate Live NYC in October 2015, Will discusses the challenges he faced when he joined Acquia and what he and his team did to focus in on delivering high customer satisfaction. Their approach was to embrace simplicity and effort reduction for their customers and their agents.
Key to their approach was getting the right kind and the right amount of actionable data. Less was more. Will does a deep dive on how they created processes for collecting, measuring, and taking action on the data that matters and how that helped internal teams relate to their customers and improve customer satisfaction.
This session was recorded on October 16, 2015.
Join us at Relate Live
The Relate Live events for 2016 are all wrapped up, but we’re huddled up backstage right now planning for 2017. Keep on eye on our Events page to find out where we’ll be in the new year.
Interested in speaking at a Relate Live event?
If you’re a customer service leader who’s passionate about building better relationships (with customers and your staff) and you’d like to share your experience and advice with your peers, contact us at firstname.lastname@example.org. Our upcoming events are listed at relate.zendesk.com/events. Send us your ideas and the event that you’re interested in and we’ll be happy to have a chat with you about participating.
Let’s us know what you think
Have any tips to share with the Relate community? Add your comments and let’s discuss.