Today’s interview is with Amy Downs, the Chief Happiness and Customer Success Officer of Lifesize, a provider of enterprise & business-class video, audio, & web conferencing solutions, software, equipment & support. Amy joins me today to talk about customer obsession, Lifesize’s transformation and what it takes to turn an Net Promoter score (NPS) of – 4 into a score of +80 in roughly 730 days.
This interview follows on from my recent interview – Non-obvious trends and what they mean for customer experience – Interview with Rohit Bhargava – and is number 207 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.
Here’s the highlights of my interview with Amy:
About Amy (taken from her Lifesize bio)
Amy joined Lifesize in 2014 to evangelize the importance of our customers throughout the organization and ensure that everyone who interacts with our company has a smile on their face. From support, service, training and renewals, Amy drives the strategy and execution of programs that benefit our customers and partners to bring successful video collaboration to their companies. For example, introducing Net Promoter to Lifesize now propels the voices of our customers and partners into all areas of our business and is driving great organizational improvements. Just as video builds community within an organization by fostering stronger relationships irrespective of distance, our partners and customers also have a welcoming community within Lifesize that they can call home.
Prior to joining Lifesize, Amy led Voxeo’s industry-leading customer support and service organization and oversaw all post-sales interaction with customers. She previously led professional services at Voxeo and before that, Fiserv Corporation.