February 2017 TMD: Customer Loyalty

By | Culture, Grow Your Career, Professional Development | No Comments

On Wednesday February 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.

The Girl and the Software Company: A Love Story

By | Culture, Grow Your Career, Healthy Stuff, Rewarding Careers, Talent, Team Member Spotlight | 2 Comments

In honor of Valentine’s Day, I’m going to tell you a little love story. 

 Our story dates back to 2011, and I was working at a local Birmingham nonprofit. There, I had the great fortune of meeting Lisa, a Daxko team member, who was serving on the board at the time. I was looking for a career change, but I didn’t know what that would look like. I had heard of Daxko, but I wasn’t entirely sure what they did at that point. So, I decided to check out the Daxko careers page and see what this place was all about. 

 And the rest is history… 

 Just kidding. Like most love stories, this one was a slow burn. At the time, there weren’t any roles that would be a good fit for me, but I was intrigued. I loved the idea of working for a tech company where I would still have a connection to the nonprofit world. I stayed in fairly regular communication with the Daxko People Team between 2011 and 2014, hoping that eventually there would be a spot for me. During that time I have (semi) jokingly admitted that I was a Daxko stalker. Then one day in early 2014, opportunity knocked. After several interviews and a presentation, I had an offer with my dream company! 

 What happened after that is hard to summarize, but here’s a snapshot: 3 roles, 7 desks, countless chicken biscuits, and a brief hiatus at another company. Yep, you read that right – I love Daxko so much that I left and came back! In the words of Selena Gomez, the heart wants what it wants.

 A big part of Daxko’s mission is to provide rewarding careers for its team members. Dave likes to refer to this more specifically as “career-defining moments,” and I couldn’t agree more. I’ve had the opportunity to sit across the table from CEOs, CFOs, and every other C that you can imagine. I would not get that chance this early in my career from many other companies. I didn’t have a true “career path” until I became a member of Team Daxko. And while I subscribe mainly to the jungle gym analogy, I have more direction and clarity on what I want to do “when I grow up” than I ever would have if I had never worked at Daxko.

 Like most relationships, there are frustrations, highs and lows, good days and bad, but the bottom line is, you know that someone’s got your back. That’s how I feel about Daxko. We have the greatest team, the best customers, industry-leading products, and yes, we do have a little fun too. It doesn’t hurt that I’ve even found best friends in my Daxko teammates (and as Janna recently pointed out, my dog has made besties through Daxko as well!). 

Rosie and Raisin: BFF

And there you have it, a love story between a girl and a software company. I’m glad to be back in the Daxko Nation, and I’m excited for my next chapter.


Laura G. is a Strategic Relationship Manager who spends her free time food stalking, loving on her dachshund Rosie, and striving to be more like Tina Fey.

Ready to kindle your own love story with Daxko? Read about our careers.

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!