Rebel Intrapreneur
Rebel Intrapreneur
087 Colby Bock Customer: “I want to cancel, but I can’t.”

087 Colby Bock Customer: “I want to cancel, but I can’t.”

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Colby Bock, director of customer success program delivery at ESG, takes customer feedback seriously. He tells a story about how he’d brag to customers that he reads every survey response. All of them. One customer decided to test Colby and wrote in the survey comments, “Hey Colby. If you’re reading this, tell me what the weather is like in Colorado.” 

When Colby read this, he got a colleague to go outside with him and take a picture with the mountains in the background and emailed it to the customer. 

Colby goes on to say that this customer was so impressed with this action, that he [the customer] told that story at every user conference for the next 3 years.

When I say, Colby takes customer surveys seriously, I mean it. 

More about Colby Bock: 

Colby Bock on Linkedin

ESG, Customer Success as a Service

The NPS Debate hosted by TheySaid

Today’s episode is brought to you by Figma. Two important tools of the Rebel Intrapreneur are the business model canvas and the value proposition canvas. Figma has templates for both, so you can design your innovation projects fast. I used the value proposition canvas template to design the listener profile and value map for this show. Try Figma for free

Colby Bock ESG Customer Success NPS Bill Cushard Rebel Intrapreneur

More about Bill:

Bill Cushard on Linkedin

Bill Cushard on Twitter

Rebel Intrapreneur podcast website

Bill’s book: The Art of Agile Marketing: A Practical Roadmap for Implementing Kanban and Scrum in Jira and Confluence 

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Rebel Intrapreneur
Rebel Intrapreneur
Rebel Intrapreneur is a podcast about a new category of high performing employee. Rebel intrapreneurs further the mission of an organization while simultaneous challenging the system from within. Founders and entrepreneurs are thirsty to find people who believe in their mission as much as they do, and pursue that mission relentlessly. Rebel Intrapreneur is hosted by Bill Cushard, who has reported directly to founder/CEOs four times in his career, which makes him an ideal guide on your intrapreneurial journey.