{"id":1158,"date":"2020-09-25T10:38:44","date_gmt":"2020-09-25T10:38:44","guid":{"rendered":"http:\/\/amydowns.wpengine.com\/?p=1158"},"modified":"2023-07-14T13:12:13","modified_gmt":"2023-07-14T13:12:13","slug":"customer-success-and-happiness","status":"publish","type":"post","link":"https:\/\/www.customerobsessing.com\/de\/customer-success-and-happiness\/","title":{"rendered":"Interview: Customer success and happiness: A mini case study"},"content":{"rendered":"\t\t
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Interview: Customer success and happiness: A mini case study<\/h1>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Chief Customer Success and Happiness officer Amy Downs of Lifesize outlines her strategic path to a 79-point increase in Net Promoter Score.<\/p>

Crack the Customer Code with Amy Downs<\/h2>

CLICK HERE TO LISTEN TO THE AUDIO INTERVIEW ON ITUNES<\/a><\/p>

CLICK HERE TO LISTEN TO THE AUDIO INTERVIEW ON STITCHER<\/a><\/p>

Customer success and happiness: A mini case study<\/h2>

Customer experience<\/a> is gaining traction, and we couldn\u2019t be happier! But when we think about how the slightest increase in Net Promoter Score (NPS) is a cause for celebration in most organizations, we realize there\u2019s still a long way to go.<\/p>

Thankfully, we have inspiring leaders like today\u2019s guest who have proven that success is within reach, and that is great news\u00a0for those of us who\u2019ve fallen way behind.<\/p>

With their NPS looming at -4 and customers already \u201cscreaming,\u201d necessary changes to the service model at Lifesize were creating even more tension. But as the Chief Customer Success and Happiness Officer at Lifesize, Amy Downs quickly turned these challenges into opportunities. While the company was on its head, she brought customer obsession into their culture, core values, functional processes, and communications.<\/p>

\u201c\u2026the order of priority: Help your customer; Help your co-worker; Do your job.\u201d -Amy Downs<\/a><\/strong><\/div>

And now? Their NPS is currently at a proud 75.<\/strong><\/p>

You can do this! \u00a0Amy\u2019s story is more like a mini case study, where she outlines all the crucial steps behind Lifesize\u2019s transformation.<\/p>

\u201cIf you don\u2019t have that level of engagement from your employees, your customers will never feel it, says Amy. And with a 79% increase in NPS, you know everyone feels it! Listen in to make this your story too.<\/p>

Interview\u00a0highlights<\/strong><\/h3>