February 2017 TMD: Customer Loyalty

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On Wednesday Feberuary 22nd, our Senior Vice President Molly Harrison kicked off our 2017 Team Member Development series with a presentation entitled ‘Why Customer Loyalty Matters & How We Measure It.’ She spoke to a packed room, occasionally handing off to other leaders in the company for other perspectives.

For those who don’t know or need a refresher, Team Member Development sessions (TMDs) are hour long sessions held every month or so in which a Daxko team member or guest speaker puts forth an idea and educates other team members about it. This can take many forms, from a discussion on how to lead even if you’re not in charge, to a presentation on how to be an outstanding presenter. These seminars are helpful in conveying information across the country, as well as developing the talent we’ve got latent in this company. We love providing professional development opportunities for our team members whenever possible, and TMDs are a convenient way to do just that.

This TMD, as you might be able to guess, is focused on why we at Daxko focus so much on building meaningful relationships with our customers and how we go about measuring it.

Why would a company care about customer loyalty? Why should a company go out of its way to build relationships with its clientele? To answer, Molly asked us to think of a time we were purchasing something online. Did we look at the reviews? When we were shopping around for a place to eat, did we ask friends their opinion? These simple interactions influence many decisions that we make: we’re not likely to eat at a restaurant that has been universally panned, while we would much prefer to eat somewhere that receives a thumbs-up from our friends.

For this same reason, we want Daxko to be well loved! We are interested in providing the best service, the best product and the best experience possible so that our customer’s lives are as stress-free as possible. Then, when it comes time for a friend to choose a ‘restaurant,’ we hope that Daxko is high up on that list.

As Peter Drucker is oft quoted as saying, “if you can’t measure it, you can’t improve it.” How, though, do you go about measuring something as nebulous as customer loyalty? Charlie, our Engagement Solutions Team Lead, took the stage to explain. We use something known as the Net Promoter System (NPS). A quick survey is sent via email asking, on a scale from 0 to 10, how likely the recipient is to recommend Daxko to a friend or colleague. Upon receiving responses, we categorize customers into one of three categories:

  • Detractors
  • Passives
  • Promoters

We then find the percentage of promoters and subtract the percentage of detractors to figure out our Net Promoter Score. Always wanting to improve and searching for more details, we reach out to see what we could do to further improve the Daxko experience.

Placing a nice bow on the conversation, Molly once again took to the stage with a quote that summarizes the TMD nicely: ‘the benefits of long-term customer-centric focus are substantial, but so is the commitment.’ From a business perspective, it makes obvious sense to consistently keep the customer satisfied and to, when they are not pleased, see how we can resolve issues and fix problems. The overall goal of everyone in the company, then, must be to further Daxko as a ‘listening company,’ one that hears its customers and whose actions are not necessarily always pleasing, but are done in good faith.

McKee S. is a Project Manager who loves playing video games and kickin’ around a hacky sack.

Movin’ On Up: How I Managed the ‘Great Move’ from Customer Success to Implementation

By | Culture, Grow Your Career, Life at Daxko, Rewarding Careers, Talent | One Comment

About a month and a half ago, I was given the opportunity to take off my Customer Success hat and move over to the Implementation side of things, as a Project Manager/Solutions Analyst. The dual role would focus on getting our customers started and set for success on Daxko Operations, something with which I had only a little experience, helping launch the YMCA of Memphis & the Mid-South in December of 2015.

As clichéd as it is to say, the departure from the frontline of Customer Success was bittersweet. Feelings of sadness would creep in, even as I was excited about what the new role meant for me. I was anxious to move into something new, something bigger, only to be reminded of how good I had it by a teammate’s playful joking. It’s a good problem to have, not wanting to leave what you’ve got because of how good things are.

I am admittedly very bad with change. I knew that I wanted to move on, but leaving my Customer Success friends was difficult and saddening! What’s more, this was going to be something new and I might not be as comfortable in this new role as I was in my old one. How could I hope to climb to the same level of knowledge as I had in Customer Success?

These worry subsided as I realized a few things:

First, this ‘great move’ that I was worried about was all of twenty feet. Seriously, I can see my old desk and all of the frontline without even standing on my toes. Yes, I know what you’re thinking: I was being dramatic. Perhaps I was. But like most instances, it didn’t feel like ‘just drama’ at the time!

Next, I realized I already knew many people over here, including many teammates who had previously come from Customer Success, such as Kayla Ann, Kelsi, and Deeanna. I had worked with all of these guys for months when I had joined the Customer Success side. They not only made the switch, but were doing excellent work! What I might not know immediately, I could learn just as they had.

I still get to hang out with my former teammates even though all have transitioned to other teams.

I still get to hang out with my former teammates even though all have transitioned to other teams.

The last realization was that I could help lay the foundation for our customers in a way that would ensure their success going forward. While being on the frontline of Customer Success and answering questions for customers is a rewarding experience, having the ability to ensure things go smoothly for launching associations could be seen as a way of answering questions before they happen. I now have the ability to guide our customers through what might otherwise be a painful process, only for them to launch with everything working perfectly. My workflow has shifted from being reactive to proactive.

These three realizations made the transition less painful and substantially less scary. I wrapped up everything I was in the middle of for Customer Success, wrote some how-to guides around a few subjects and made the long, perilous five second walk to my new desk. I found balloons and new friends waiting for me. We went out to lunch at a sandwich place I really enjoy and the rest, as they say, is history.

This kind of cynical let down is the best: when you’re expecting nothing to go right and everything just fits right into place.

McKee S. is a Project Manager who loves playing video games and kickin’ around a hacky sack.

Daxko is looking for another Implementation Project Manager to join McKee and the rest of the team. Think you have what it takes? Apply here!

Busy Bodies

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There are a lot of different schools of thought for how to best get through what the world has decided to call ‘busy work.’ You can see a lot of these different styles from just looking around the office at those on Customer Success…often to comedic effect. (Warning: this post has almost no shape and is just a humorous look into a few people’s mannerisms while focusing on work.)

Many folks, perhaps the majority, will simply go into an almost meditative like state where they focus on getting through it as quickly and efficiently as possible. There are lots of different terms for this, from going ‘heads down’ to ‘getting in the zone.’ These types find a groove and knock things out.

On the other hand, there are people like me who prefer to have white noise in their ear as they set about these tasks. It’s not unexpected that many teammates will listen to music as they’re taking care of this busy work and Spotify being open and gently playing soft background music is not uncommon. However, like in every office, there are some personalities that are too loud, so to speak, for background noise to satisfy them.

For example, it isn’t unlikely to walk into work and hear the dulcet tones of Colby, favoring us all with a rendition of ‘She’s a Lady.’ Meaning no disrespect to Tom Jones, but I think that this version is my favorite, as it means Colby’s spelunking through some finances and about to come up for air, having hopefully found a solution. What starts as humming softly eventuates in a full blown song while we cheer him on. Scientists haven’t yet discovered what makes Tom Jones and Colby work so well together, but there’s no denying that it gets the job done.

Less vocal about her busy work but perhaps more immediately apparent, you can at times look up to find Alex dancing in place as she goes through her tasks. A quick shimmy here, a spin in her chair or just some simple hand gestures, I think that Alex is usually dancing without even listening to music; the movement perhaps just helps her blood flow, letting her get through the tasks quicker.

Over the past month, with the 2016 Olympics going on, many have tuned into that in lieu of music. This busy work interspersed with conversation about how many medals the USA has secured or what events were taking place at what times throughout the day made the droll tasks go by more quickly.

More interesting to me was the championships going on before that. At the beginning of August, the sixth iteration of The International was going on. In this event, sixteen teams of five battled it out to see which was the very best at a video game called Dota 2. Not only glory was on the line, though, as the winning team took home just over nine million dollars.

My cheering and sudden (under my breath) chants of ‘U-S-A, U-S-A’ drew the attention of my neighboring teammate Josh. After a bit of explaining the premise, I had him listening as well. We were able to cheer for the good guys and boo the bad and we suffered defeats with the same sadness as when our Olympic team was narrowly edged out for the gold.

Busy work’s a lot more fun when you’ve got a friend to slog through it with.

McKee S. is a Customer Success Warlock who loves playing video games and kickin’ around a hacky sack.

Do you love to solve problems and provide stellar customer service? Work with McKee as a Customer Success Advocate!

Socratic Stairways

By | Culture, Free Career Advice, Grow Your Career, Healthy Stuff, Life at Daxko | No Comments

I blinked and missed it, but someone told me the other day that I’ve been at Daxko for over a year now. I consulted the horoscopes, broke out the charts and double checked on the abacus – turns out, they weren’t wrong. The math adds up.

I don’t say this jokingly: I really was surprised by how long it has been. People will ask me how long I’ve been working there and I’ll stop, think a moment and casually mention that it’s been ‘probably eight months or so now.’ A few moments will pass and I’ll think, no, wait, it’s been ten months. Oh no, it’s been twelve. It’s been…wow. Where did it go? By the time you guys are reading this, it will have been thirteen months since I’ve started working there.

This makes me an expert, of sorts. An expert in knowing that I know very, very little.

The Dunning-Kruger effect is a bias in which people who are relatively unskilled at something believe themselves to be the exact opposite: they will assess their abilities to be much higher than it really is. In the same way, a particularly skilled person might underestimate their capabilities or erroneously assume that whatever it is they are very good at is simply easy for everyone.

This same thing applies to holding knowledge about specific subjects. I thought that I was so smart at Child Care setup, for example, until a few days ago. Someone called in with a few simple questions that ended up exploding into a myriad of technical questions, putting us so far down the rabbit hole that I waved as we passed Alice by.

I’ll spare you the details. An intense dive into the system later, we emerged victorious, the understanding of Child Care laid out before us. This beast, this behemoth that we had vanquished with but a phone call, no longer posed a threat to us. We got off the phone, both very happy in the knowledge we gained.

I imagine I will continue to be pleased with myself until the next time someone asks such probing questions about the subject, thus starting the process once again.

It’s in this way that my first year was spent at Daxko, learning so much and having so much left to learn. Climbing to the top of the stairs, only to realize that there are still so many more stairways left to ascend.

McKee S. is a Customer Success Warlock who loves playing video games and kickin’ around a hacky sack.