Reinventing our Approach to Customer Success and Customer Experience
“The automotive industry is radically transforming. Our viability as a technology solution provider is inextricably linked to enabling our dealership customers to meet their end-consumer needs. As our Chief Customer Experience Officer, Tony Graham, stated, “I think that we in automotive retail can take it one step further …, creating experiences that transform the customer experience and allow dealerships to thrive in the ‘Age of the Empowered Customer.’ ” Based on these strategic imperatives, we hired MGCX Advisors to put our customers at the center of our own Customer Success evolution.”
“Their journey mapping methodology brought the customer voice into our CX initiatives. Their methodology was incredibly impactful in ensuring we built capabilities to embed customer empathy in our CX designs. They delivered a content-rich customer journey map, insights, and a prioritized, time-bound roadmap of recommendations that directly informed our FY19 strategy for customer success. We were impressed with their ability to drive awareness by making complex concepts and insights simple and with their ability to seamlessly apply CX methodology to inform our Customer Success strategy. MGCX integrated quickly and naturally into our business, were knowledgeable, and readily shared their expertise and recommendations beyond the scope of the journey mapping project they were working on. They were extremely flexible and a pleasure to work with amidst our ever-changing organizational needs and schedules. We anticipate this will be a cornerstone project among many more with MGCX Advisors. ”
A Framework That Guides Customer Success Investment
“Melinda and team were instrumental at a critical time in Sparta’s evolution. Our engagement focused on redefining our customer experience for the cloud market and produced a blueprint for Sparta that defined the customer success vision and framed the organizational model necessary to execute on that vision.
Specifically, the work defining the ideal customer journey was invaluable in defining requirements and aligning the organization behind the vision. The foundation Melinda put in place greatly accelerated the early contributions of the Customer Success organization at Sparta Systems. And we continue to rely on the framework Melinda established to guide Customer Success investments as we add more cloud product lines both organically and through acquisition.”
Scaling Offerings Without Sacrificing the Client Experience
“We learned of MGCX Advisors through a trusted recommendation. We began working with them to help us scale our service offerings without sacrificing quality of the client experience. We selected them because of the deep experience they offered. We were impressed with their engaging and consultative approach and their ability to understand our business quickly. We learned things about our clients that they hadn’t told us before, which led to stronger insights about client sentiment and needs. ”
“Through a series of internal discovery sessions, workshops and ideation sessions, we designed a client experience model that continues to guide our execution and decision making around service delivery.
Working with MGCX Advisors was an excellent experience overall, and it had a significant impact on our ability to sustain growth. We continue to actively recommend MGCX Advisors to other businesses and colleagues.”
Our Go-To Expert in NPS Adoption and Effectiveness
“Melinda has been indispensible in helping us understand the best practices of implementing and managing an NPS program. Having built Salesforce.com’s first NPS program, we couldn’t think of a better person to work with. We’ve since expanded our thought leadership collaborations with Melinda, exploring the broader context of using NPS alongside Customer Satisfaction alongside other key metrics such as Customer Satisfaction (CSAT) and Customer Effort Score (CES). Her expertise is deeply rooted in her first-hand experience implementing customer experience and advocacy programs—at scale—and it has significantly shaped our approach to boosting customer happiness.”
Embedding VoC Into the Salesforce Roadmap, a Game-Changer
“Melinda’s work in the Salesforce Products organization was groundbreaking. Along with many pioneering programs, she led the effort to embed Salesforce IdeaExchange into the business — which was transformative. Not only did it enable, for the first time, direct dialogue between product managers and customers at scale, it also effectively injected the Voice Of The Customer into agile product development cycles. This trailblazing achievement ensured that all Salesforce customers have a voice in shaping our product roadmap in what is now known as our True to the Core initiative. On a personal note, Melinda is a consummate advocate for customers, deeply understands the intricacies of organizational design, and is an all-round awesome person to work with.”