116. Closing Both Loops with Voice of the Customer w/ Lauren Culbertson
The Customer Experience Podcast
Customer success’s job is to close the little loop — to solve the individual’s problem. But it’s the role of product marketing to close the big loop and adapt company strategy by listening to and acting on the voice of the customer. In this episode, I interview Lauren Culbertson, Cofounder & CEO at LoopVOC, about how companies can unify their teams around the voice of the customer. Lauren and I chat about: - The 2 loops and how to close them - Sources of customer feedback (the importance of natural language processing) - Where to position VOC in your org - Data sources and segmentation: NPS, online reviews, and Salesforce notes Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.
Ep. 146 Public Policy at Twitter || Lauren Culbertson, Head of U.S Public Policy at Twitter
Real Leaders Podcast
Lauren Culbertson is the head of U.S public policy at Twitter who shares Twitter’s thought process for spreading information, how they monitor millions of people on a platform, and what leadership is needed to hold a position like this. Watch on YouTube: https://youtu.be/p_7Lci1CGiU
EP59 | Lauren Culbertson (LoopVOC) How to align feedback to understand your ideal customer profile and tackle churn
Today on the show we have Lauren Culbertson, CEO & Founder of LoopVOC. In this episode, we talked about why Lauren decided to build LoopVOC and the important role leadership plays in ensuring the alignment of customer feedback across a company. We also discussed the dos and don’ts when transitioning an on-premise product to the cloud, the importance of segmentation when it comes to making great product decisions, and the steps they take to identify their ideal customer profile at LoopVOC and why it is a constant evolution. As usual, I'm excited to hear what you think of this episode, and if you have any feedback, I would love to hear from you. You can email me directly on Andrew@churn.fm. Don't forget to follow us on Twitter.
We got some one-on-one time with Lauren Culbertson, the Co-founder and CEO of LoopVOC, to chat about all things product marketing. From how she first got into the industry to how much it forms part of her day-to-day now, we asked it all.---"Honestly, I think that product marketers are the best-suited people to start their own companies because the role is naturally a catch-all in the middle of the strategy of how a product is going to market and making sure that it is growing and making sure that it is functional and that it's sold and that's really what the role of the founder is."
Giving voice to the customer to drive strategy (Lauren Culbertson, LoopVOC)
Gain Grow Retain: B2B SaaS Customer Success
Jay and Jeff sit down with Lauren Culbertson, Founder and CEO of LoopVOC. They talk through some key topics that link Voice of Customer programs to the larger business strategy: The importance of having consistent feedback loopsHow VOC programs play into your customer success strategyWhy the voice of the customer has become so important to B2B SaaS-- Lauren is co-founder and CEO of LoopVOC, Voice of the Customer software designed to revolutionize the way B2B SaaS companies collect, analyze, and respond to customer feedback.Before Loop, Lauren worked in the B2B software space, leveraging her passion for analytics to build data-driven VOC processes, product marketing teams, and growth initiatives for businesses ranging from $14M to $200M ARR.If you get the chance, be sure to read on why It has become so Important for B2B SaaS organizations to create a voice of customer program. --This can be found on our website: https://customerimperative.com/ep017-lauren-culbertson-loopvoc/--This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/Jay Nathan: https://www.linkedin.com/in/jaynathan/Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach/