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.
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