Building Customer Programs

Customer programs are a great way for organizations to establish a fruitful relationship with clients, improve internal operations, and have a look at the important metrics that these programs throw. Customer programs bring great benefits to the business, but they require attention and work. In today’s episode, Adam is joined by Dana Alvarenga, Director of Customer Experience (CX) at SlapFive, to chat about the value of advocacy, the cruciality of CX roles inside an organization, and the importance of celebrating your customers’ big and small wins. This episode contains great tips and advice, and you will even learn how you can build your own Customer program from scratch. Tune in now!

Jump straight into:

(01:31) - On Dana’s career, background, and who she would swap lives with if she had the chance.

(05:56) - Dana’s Customer Outreach Program catalogue and the value of advocates- “Advocacy is one of the best metrics when it comes to looking if your customer success function is delivering.”

(10:49) - How imperative is it to create a Customer Experience role for a business? - “It’s really important to have someone designated to that role to make sure the customer’s voice is being heard.”

(13:29) - The 3 Phase Approach and the importance of internal engagement - “I think it’s not just about having customers that enjoy participating in these programs, but it’s also important to understand how these programs impact the metrics that your organization cares about.”

(20:19) - How to build a program from scratch and the importance of celebrating small wins - “Go back and see what content already exists today. Repurpose it and hop into your customers and build from there.”

Resources

Connect with Dana via LinkedIn

Hosted by Adam Joseph, The Gamechanger Podcast is a show brought to you by Gainsight. For more information about all of our episodes, please visit https://www.gainsight.com/podcasts.

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