This week's interview could not have been more interesting.

We caught up with Megan Bowen, the Chief Customer Officer at one the fastest growing marketing agencies in the US, Refine Labs.

Megan joined the Refine Labs team just three months ago, and it's her first time being with such a small, startup-style team.

She's previously led customer experience projects at some leading technology companies: spending time between customer service and sales at ZocDoc, leading corporate accounts at GrubHub, taking up the reigns as COO at Managed by Q, and acting as VP of Customer Success at Platterz, covering success and support.

The customer experience at everywhere she's worked has been a mixture of technology and reality: whether it's tech & doctors, tech & food, or tech and office management. This means Megan has a rare insight into what it takes to create incredible customer experiences in the mixed reality world.

Topics covered included:

- How to help your team be successful, as well as your customers. Creating the right conditions for everyone to be happy and satisfied

- Helping your customers get real value, reducing churn

- Framing customer experience initiatives in terms of business results

- Creating win-win situations to benefit your customer and your business

- Investing in the empathy skills of your customer support agents

- How you can use the acronym LAAARing to coach your team to build communication skills

- Using call shadowing & asking questions to coach your team

- Being at GrubHub during their IPO

- How Megan merged the customer experience of 3 acquired companies into one experience at GrubHub. How did they choose what features to keep? How did they try to stop churn?

- How customer experience differs between corporate and consumer accounts

- Why GrubHub CX was so complex: how do you deliver food to 1000s of employees at the same time in the same building across 15 floors?

- Megan weighs in on the debate: NPS, is it really useful?

- Megan's thoughts on why qualitative feedback beats quantitative any day

This podcast is powered by SentiSum, a SaaS platform that helps you get to the root cause of customer pain. Our customer analytics software turns qualitative customer data from support chats, email, NPS and surveys into quantitative insights that improve product and operations.

Ep. 20: How Loom tackled contact rate while scaling to 10m users [Feat. Lauren Cunningham, Senior Support Ops & Strategy Lead, Loom] [Scale series]

Support Insights Podcast | CX & Customer Support Podcast by SentiSumBy SentiSumJul 15, 2021