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