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Mike Gospe

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1 to 20 of 34 total

RE: Voice of Customer -- creating a program

Posted By Mike Gospe Mar 3, 2021 1:42 PM
Found In Egroup: Customer Success Leadership Community \ view thread
Hi everyone, Today I was joined by 12 CX experts for an interactive peer-group discussion on VOC. Here's the link to the recording: https://www.youtube.com/watch?v=MRm2IrafaiI&feature=youtu.be And the link to the slides: http://www.kickstartall.com/wp-content/uploads/2021/03/VOC-Discussion-3.3.2021-1.pptx ...

RE: Voice of Customer -- creating a program

Posted By Mike Gospe Mar 3, 2021 1:39 PM
Found In Egroup: Customer Success Leadership Community \ view thread
Thank you, Steve! Hope it was helpful. Here's the link to the recording: https://www.youtube.com/watch?v=MRm2IrafaiI&feature=youtu.be And the link to the slides: http://www.kickstartall.com/wp-content/uploads/2021/03/VOC-Discussion-3.3.2021-1.pptx Best, Mike ------------------------------ Mike Gospe ...

RE: Voice of Customer -- creating a program

Posted By Mike Gospe Mar 3, 2021 12:14 PM
Found In Egroup: Customer Success Leadership Community \ view thread
Thanks everyone for joining our VOC modeling discussion today (March 3). I will be posting the slides and the recording shortly. I will also post it on my LinkedIn profile and on my www.kickstartall.com. Stay tuned. ------------------------------ Mike Gospe Professional CAB strategist & faciltiator ...

RE: Voice of Customer -- creating a program

Posted By Mike Gospe Mar 3, 2021 10:49 AM
Found In Egroup: Customer Success Leadership Community \ view thread
Hi everyone, I will be recording today's discussion and will post after. - Mike -- Mike Gospe KickStart Alliance www.kickstartall.com (650) 464-7662

RE: Voice of Customer -- creating a program

Posted By Mike Gospe Mar 2, 2021 6:33 PM
Found In Egroup: Customer Success Leadership Community \ view thread
Hi everyone, I'm looking forward to our VOC modeling & strategy discussion tomorrow, March 3, 8 - 9 am PACIFIC. We have a great group of 20 or so folks signed up. I'm looking forward to a great, intimate discussion on this important topic. Feel free to invite others. Here's the link to register: ...

RE: Voice of Customer -- creating a program

Posted By Mike Gospe Feb 23, 2021 1:07 PM
Found In Egroup: Customer Success Leadership Community \ view thread
Hi everyone, I am delighted that we have a nice quality group of folks joining us for our VOC discussion on March 3. In preparation, I have a few slides that will frame our discussion. In addition, I would like to ask you to share with me ahead of time a central question you'd like us to touch on (time ...

RE: Voice of Customer -- creating a program

Posted By Mike Gospe Feb 23, 2021 9:43 AM
Found In Egroup: Customer Success Leadership Community \ view thread
Hi Samma, I wanted to make sure you saw the updated link to register for the VOC discussion on March 3. Sorry you had trouble registering. The link works now. Best, Mike ------------------------------ Mike Gospe Professional CAB strategist & faciltiator ------------------------------

RE: Voice of Customer -- creating a program

Posted By Mike Gospe Feb 22, 2021 7:45 PM
Found In Egroup: Customer Success Leadership Community \ view thread
Hi Semma, Sorry for the Zoom registration problem. I think I fixed it and updated the link. Please let me know if you continue to have trouble registering. Best, Mike ------------------------------ Mike Gospe Professional CAB strategist & faciltiator ------------------------------

RE: Voice of Customer -- creating a program

Posted By Mike Gospe Feb 22, 2021 4:52 PM
Found In Egroup: Customer Success Leadership Community \ view thread
Hi All, (2/22/21: I UPDATED THE INVITATION LINK BELOW. PLEASE LET ME KNOW IF YOU HAVE TROUBLE REGISTERING.) I'm seeing a renewed interest in my voice-of-the-customer strategy discussion offer from last summer. REGISTER HERE: VOC Strategy & Discussion for GGR members https://us02web.zoom.us/meet ...

RE: CAB Ownership?

Posted By Mike Gospe Jan 29, 2021 2:36 PM
Found In Egroup: Customer Success Leadership Community \ view thread
Hi Amanda, I'd be delighted to chat with you. I am a professional CAB strategist and facilitator. Andrew Marks has invited me to participate in his February CS Leadership roundtable which will be focused on CABs. I am one of the panelists. (Anita, thanks for your shout out, as well.) I created my CAB ...

Mastering Customer & Partner Interviews

Posted By Mike Gospe Jan 13, 2021 10:56 AM
Found In Library: Gain Grow Retain Community
Hello GGR Community, I'm very excited to announce the launch of our newest online course: Mastering Customer & Partner Interviews My team and I have been interviewing customers and partners for years, and we've written down our methodology and best practices to share them with marketers ...

RE: Creating a Community for your customers

Posted By Mike Gospe Nov 30, 2020 8:26 PM
Found In Egroup: Customer Success Leadership Community \ view thread
Hi Irene, This is a really great question that everyone in the company should be thinking about. Jarren makes some excellent points about both the value you will receive and the resources you'll need to commit. I've attached two diagrams that I have used over the years to help teams understand an embrace ...

RE: Creating a Community for your customers

Posted By Mike Gospe Nov 30, 2020 8:26 PM
Found In Library: Gain Grow Retain Community

RE: Discussion on CAB prep for 2021

Posted By Mike Gospe Nov 24, 2020 10:49 AM
Found In Egroup: Customer Success Leadership Community \ view thread
Thanks Anita! I'll add you to my list. :*) Best, Mike ------------------------------ Mike Gospe Professional CAB strategist & faciltiator ------------------------------

Discussion on CAB prep for 2021

Posted By Mike Gospe Nov 23, 2020 10:32 AM
Found In Egroup: Customer Success Leadership Community \ view thread
Hi GGR community, Transitioning Customer Advisory Board (CAB) and Partner Advisory Board (PAB) programs from in-person to a redesigned virtual program will continue in 2021. I've spent the last 8 months redesigning new programs and have learned a lot about what works and what does not. (I've facilitated ...

RE: What would you do if the customers you have now were your

Posted By Mike Gospe Sep 21, 2020 12:12 PM
Found In Egroup: Customer Success Leadership Community \ view thread
Hi Anita, Indeed, this is a very relevant and critical question. I've been poising this question to my clients and community groups for a while now. It's a hard question that is very uncomfortable. Here's my take: Unless your are FAANG (Facebook, Apple, Amazon, Netflix, Google) and a few other lucky ...

RE: Building a customer reference program/repository

Posted By Mike Gospe Aug 13, 2020 8:28 PM
Found In Egroup: Customer Success Leadership Community \ view thread
Hi Markus, I interpret your question to be focused on how to build a customer reference database for internal use and tracking. A word of advice if you also plan to build a publicly viewable customer reference library on your website. Be strategic, targeted, and careful. Posting comes with a risk. ...

RE: VOC & Lessons Learned

Posted By Mike Gospe Aug 13, 2020 6:35 PM
Found In Egroup: Customer Success Leadership Community \ view thread
Hi Mike, This is such a great question. Steve Bernstein is one the best, and his answers are spot on. (Steve is a trusted colleague and advisor to me and my team at KickStart Alliance.) In addition to the data you collect, there is nothing like conducting a set of customer interviews and capturing the ...

RE: Leadership Transparency

Posted By Mike Gospe Aug 13, 2020 5:11 PM
Found In Egroup: Customer Success Leadership Community \ view thread
Hi Kelly, I am not versed in the latest HR practices, but I can share what has always been my approach for open communications as a senior executive (director & VP). Trust is critically important and often illusive, especially during these last few months. At no time in our human history has the ...

RE: Who is the owner of the VOC?

Posted By Mike Gospe Aug 10, 2020 11:00 AM
Found In Library: Gain Grow Retain Community