Focusing on Customer Success with Mo McKibbin, Head of Customer Support & Success at Moxion
September 2, 2022
In this episode of Getting to Aha!, Darshan Mehta is joined by Mo McKibbin, Head of Customer Support & Success at Moxion. They discuss Mo’s aha! journey, the difference between customer success and customer experience, how to deliver great customer success, and how to manage the customer's feedback efficiently.
In this episode of Getting to Aha!, Darshan Mehta is joined by Mo McKibbin, Head of Customer Support & Success at Moxion. They discuss Mo’s aha! journey, the difference between customer success and customer experience, how to deliver great customer success, and how to manage the customer's feedback efficiently.
Mo started her journey in acting, which taught the many lessons she then went to use in her following customer success roles. After a couple of work experiences, she pivoted into customer service and technical support. Before joining Moxion, Mo worked for companies like Groove, Upworthy, Help Scout, and Brightback.
KEY TAKEAWAYS:
👉 Being a CSM is about listening to people, understanding, empathizing, and letting it affect you. Customer success involves listening and talking to customers
👉 ”If you're not building a product for your customers, who are you building it for?”
👉 “It's your job to listen, absorb, and understand the customer's feedback and feelings”
👉 Sales and success are about receiving what a customer wants and then using that information to apply your product to their needs
👉 Customer experience is a larger umbrella that customer success falls into
👉 Customer represents a set of processes and operations that ensures your customers are successful in using successfully the product to accomplish the outcomes that they chose the product for. Customer experience is the whole big picture of the customer's interactions with your business
👉 Moxion attributes most of its roadmap to customer feedback and a part to innovation
👉 Regarding feedback, you don't necessarily need a research department. Simply change how you organize, categorize, segment, and frame that feedback
Listen now!
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Previous guests include: Luca Popovac, Senior Executive, Abhilasha Sinha of Open Secret, Laura Beavin-Yates, Stephen Griffiths of Level 2, Kristin Luck or ScaleHouse, Melina Palmer of The Brainy Business, Nicolas Zeisler of We’re Doing CX Wrong and How To Get It Right, Pricilla McKinney of Little Bird Marketing, Brooke Sellas of B Squared Marketing and Joseph Michelli of The Michelli Experience.
Check out the 3 most downloaded episodes:
- Changing the Direction of Customer Experience with Luka Popovac, a Senior Customer Experience Executive
- Innovation, Curiosity, and Being Human with Abhilasha Sinha, Chief Growth Officer at Open Secret
- [Greatest Hits ] Emotions & Consumer Behavior with Laura Beavin-Yates
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