Customer Success Leadership Community

Customer Coffee Corner

  • 1.  Customer Coffee Corner

    Posted 9 days ago
    Hey All,

    I want to introduce an internal (to my org) customer coffee corner - ask a customer to come in (virtually of course), I interview them around their experience of doing business with Cision - the good, the bad & the ugly! This would be quarterly, with the aim of driving a more customer centric business by giving all staff, customer facing & non-customer facing the opportunity to hear direct from a customer.

    Does anyone do this today? Any hints or tips? Any no-nos to be aware of?

    Or shall I bin the whole idea?
    #CustomerSuccess
    #Strategy
    #VoiceofCustomer

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    Matt Myszkowski
    VP, Customer Experience EMEIA
    Cision
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  • 2.  RE: Customer Coffee Corner

    Moderator
    Posted 8 days ago
    Funny you mention this @Matt Myszkowski - @Jay Nathan is kicking off a series where we do this monthly.  Ours is launching next week for the first time but we have similar goals to what you mentioned above.

    A few things we've been considering...
    • Making sure to hit all segments and customers - this shouldn't just be the top
    • How does this type of activity play a role in our advocacy ladder
    • Let's make this as easy as possible for the customer -- effective scheduling, one quick prep session and then live for 30-min on a Zoom
    • Make sure to drive attendance internally - we'll be recording a quick video to highlight the series and the goals to all teams

    I'll let you know what else we find out after our initial launch here shortly. ​


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    Jeff Breunsbach
    Founder, Gain Grow Retain
    Director of CX at Higher Logic
    Top 25 Influencer 2020
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  • 3.  RE: Customer Coffee Corner

    Posted 8 days ago
    Love this - thanks Jeff.

    Yes, please share the learnings as keen to get this up & running ASAP.

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    Matt Myszkowski
    VP, Customer Experience EMEIA
    Cision
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  • 4.  RE: Customer Coffee Corner

    Posted 8 days ago
    I love this idea Matt. At what stage along the customer's journey are you featuring customers at a coffee corner? I can see this working well right after a renewal, almost a live post-mortem where both sides reflect on what went well/didn't. It also might serve tactically to level-set the partnership in the year ahead, build rapport and momentum in advance of an annual account review? 

    I'd also see this working well after a major event where your team "saved the day" or both sides learned from the experience, for example the customer tried a new feature that drove sizable ROI. Sharing those learnings seems to be more impactful when coming from a customer directly in my experience!

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    Corinne Goldberg
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  • 5.  RE: Customer Coffee Corner

    Posted 8 days ago
    Hi Corinne,

    Honest answer - I don't know yet, but arguably along all stages. 

    While I obviously want to showcase what we do well, I am conscious our business needs to improve our customer centricity so we must be brutally honest with what doesn't go well.

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    Matt Myszkowski
    VP, Customer Experience EMEIA
    Cision
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  • 6.  RE: Customer Coffee Corner

    Posted 8 days ago
    Hi Matt,

    We do this at Pluralsight quarterly.
    Quick suggestion would be to mention this as part of the customer onboarding/intro to Customer Success meeting.
    So they will be aware they can participate in this forum. And when your CSMs are creating/implementing engagement activities with the customer, to ask if they would be interested in telling their story for the next session.
    Some customers don't shy away from the spotlight :)

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    Isabel Ruiz
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  • 7.  RE: Customer Coffee Corner

    Moderator
    Posted 7 days ago
    So timely @Matt Myszkowski !  We are starting this up next week, where I have invited a customer to come to our all hands meeting to speak.  I will be facilitating in a fire-side chat layout.  This is our first one, but this is my game plan so far:

    • Prep meeting with customer a few days prior to discuss questions
    • Aiming for 15-20 minutes
      • What value have you seen out of our application within your organization?
      • What do you expect of your vendor/partners to ensure a good relationship?
      • How do you see the procurement business evolving?  (or other industry type question)(
      • Q and A from the company

    Will keep you posted on how it goes​

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    Brian Hartley
    Senior Director, Customer Success
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  • 8.  RE: Customer Coffee Corner

    Posted 7 days ago

    Great idea @Matt Myszkowski.

    I would suggest a few standard questions so

    1) you can compare responses across segments as well as within them

    2) someone else can easily transition into the role (or it can be expanded)

    If it's possible to record the conversations (with consent, of course), have them transcribed in case some real gold is discovered. 😉



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    Anita Toth
    Customer Retention/Churn Consultant
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