Crack The Customer Code

Chief Customer Success and Happiness officer Amy Downs of Lifesize outlines her strategic path to a 79-point increase in Net Promoter Score. Customer success and happiness: A mini case study Customer experience is gaining traction! 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’s still a long way to go. Thankfully, we have inspiring leaders like today’s guest who have proven that success is within reach, even for those of us who’ve fallen way behind. With their NPS looming at -4 and customers already “screaming,” making necessary changes to the service model at Lifesize was 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. And now? Their NPS currently shines at 7