32. Meeting Customers’ Evolving Needs with a Customer Experience Team w/ Luke Owen

You only think you’ve built a great relationship with a client.

But...you didn’t check up on how their goals are evolving.

Churn, churn, churn.

I got to talk to Luke Owen, Director of Customer Experience at Formstack, about what it means to have the words “customer experience” in his job title.

“For me, customer experience is the heart and soul of an organization that supersedes that relationship with the client,” Luke said.

 

Om Podcasten

Creating and delivering better experiences for our customers is the single most important thing we can do today. Learn how Sales, Marketing, and Customer Success leaders create internal alignment, achieve desired outcomes, and exceed customer expectations in a personal and human way. The Customer Experience Podcast explores this challenge at various stages of growth as we all work together on the customer journey from acquisition to advocacy. Each episode features topics like: personal touch, human touch, customer journey, lifecycle marketing, sales process, customer service, customer success, raving fans, video email, video communication, B2B sales and marketing, personalization, automation.