The Customer Experience Podcast
The Customer Experience Podcast

Episode 116 · 5 months ago

116. Closing Both Loops with Voice of the Customer w/ Lauren Culbertson


Customer success’s job is to close the little loop — to solve the individual’s problem. But it’s the role of product marketing to close the big loop and adapt company strategy by listening to and acting on the voice of the customer.

In this episode, I interview Lauren Culbertson, Cofounder & CEO at LoopVOC, about how companies can unify their teams around the voice of the customer.

Lauren and I chat about:

- The 2 loops and how to close them

- Sources of customer feedback (the importance of natural language processing)

- Where to position VOC in your org

- Data sources and segmentation: NPS, online reviews, and Salesforce notes

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