[Greatest Hits ] Focusing on Customer Success with Mo McKibbin, Head of Customer Support & Success at Moxion
October 21, 2022
In this Greatest Hits collection, we're bringing back some of the key conversations on what can achieve great customer success from episodes over the past year.
In this episode, Mo shares 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 success represents a set of processes and operations that ensures your customers are successful in using 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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Getting to Aha! with Darshan Mehta is hand crafted by our friends over at: fame.so
Previous guests include: Kristin Luck, Shep Hyken, Whitney Dunlap-Fowler, Randy Krum, Gerard Ibarra, Jamie Flinchbaugh, Katie Anderson, Rebecca Brooks, Brooke Sellas, Dan Gingiss, Phil Irvine, Dan Fleetwood, Nicholas Zeisler, Katrina Noelle, Laura Beavin-Yates, Kalil Vicioso, Mo McKibbin, Bryant Leech and Louie Gravance.
Check out the 3 most downloaded episodes:
- Welcome to Getting to Aha!
- Making Good Decisions with Gerard Ibarra, Author of "Good Decisions, Better Outcomes”
- The Simplicity of Leadership with Katie Anderson
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