What’s it like on the Daxko Customer Success Team?

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You hear the words “rewarding career” at Daxko a lot. In fact, providing team members with rewarding careers is part of our mission. In this video, I share an insider’s look at my personal career growth and the Customer Success Team.


Crystal S. is a Customer Success Team Lead who loves the hustle, her dog, and America.

Interested in working with Crystal? Check out our opening for Customer Success Advocate.

A Designer’s Perspective: Top Tools & Resources

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When I think about cool tech and design resources, so many options pop into my head. As a user experience designer always looking to learn something new, I have to say that there is an ocean of books, blogs, design tools, and inspirational sites out there that can help you grow personally and professionally. If you are curious, passionate about design, and eager to learn, we have already something in common.

Productivity, design thinking, behavioral change, and innovation, are a few areas of focus that have shaped the person and designer I am today. Below is a selection of tools and resources to help people like you and me:

Books:

  • Change by Design – An introduction to design thinking and how to drive innovation in organizations.

A little bit of everything:

  • Einstein window – Identify which is your most productive time in the day and get the most out of it.
  • Bullet Journal – A straightforward and productive way to design your to-do list.
  • Toastmasters – Improve public speaking and leadership skills while meeting new people.
  • Leadercast – Leadership event to get inspired and learn from top leaders in the world.
  • Pomodoro technique – The best productivity tool that helps you prioritize and time yourself.

Community:

  • AIGA (The American Institute of Graphic Arts) – Excellent professional organization for design, especially around graphic design.
  • IXDA – Interaction Design Association
  • Code for America – If you are interested in civic projects, open data and, helping your community, I highly recommend finding the Brigade chapter in your state.

Trend, news and, inspiration:

  • Website Awards – Recognized web designers and agencies in the world.

Webinars, blogs, and podcasts:

  • Mural.com blog – Mural is an awesome tool for remote collaboration and documentation. They also have really good webinars.
  • UserTesting.com – Test your designs and sites with this tool. They also provide webinars with top leaders.

Prototyping tools:

  • Balsamiq – Create quick mock ups, and wireframes
  • Invision – Build web and mobile prototypes to share and to gather user feedback.
  • Axure – Create highly interactive prototypes.

Design resources:

  • Codepen – Front-end inspiration
  • Usability Hub – Use this free service to get quick user feedback

I hope you find these tools useful, regardless of whether or not you are growing a design career or a career in another field. Do you have other exciting tools and resources? I am always looking for new things to try.


Erika B. is a multidisciplinary designer, thinker, researcher and strategist from Caracas, Venezuela. She is an alumni of Savannah College of Art and Design where she studied Industrial Design and Service Design. She works at Daxko as an Interaction Designer and during her free time, works as a community organizer at Code for Birmingham.

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.

Room to Grow

By | Building a Company, Culture, Employment Brand, Grow Your Career, Professional Development, Rewarding Careers | No Comments

Every full-time team member at Daxko is given a significant stipend each year to use for their own professional development. As the leader of a growing company, it’s very important to me that each of us on the team, myself included, continue to grow personally in a rewarding career.

We don’t put a lot of stipulations on how each team member uses their professional development dollars, and that’s because every person’s career, goals, and definition of a rewarding career is going to differ slightly from the next person’s. Team members have used their professional development budget to travel to conferences, continue their formal education, take specific skill-related classes, join associations, earn further accreditations, and the list goes on. By allowing each team member to mold their own development, we allow them another degree of ownership in their career. Sense of ownership is a core value of ours at Daxko.

I recently attended a workshop in Chicago as part of my own professional development. I’m interested in how other successful companies work, so I took part in “The Basecamp Way to Work” event hosted by Jason Fried (Basecamp co-founder & CEO) and Ryan Singer (Strategy at Basecamp). They have a pretty radical work concept with most of their team being remote. As Daxko grows, it’s important to me that our remote team members have an exceptional experience and rewarding career to the same degree that our in-office team members do. So, for me, this was a valuable learning experience.

What professional development channels would be most constructive for you? No matter your role, none of us have “arrived”. We all have room to grow. I challenge you to consider your career, how you would like to see it grow, and then identify your next steps in professional development.