Creating a customer obsessed culture and going from NPS -4 to +80 – Interview with Amy Downs of Lifesize

Mar 6, 2017

adrianswinscoe.com | Adrian Swinscoe

Today’s interview is with Amy Downs, the Chief Happiness and Customer Success Officer of Lifesize, a provider of enterprise & business-class video, audio, & web conferencing solutions, software, equipment & support. Amy joins me today to talk about customer obsession, Lifesize’s transformation and what it takes to turn an Net Promoter score (NPS) of – 4 into a score of +80 in roughly 730 days.

This interview follows on from my recent interview – Non-obvious trends and what they mean for customer experience – Interview with Rohit Bhargava – and is number 207 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

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