Customer success is integral to the success of a company because the brand of a company is like a reputation for a person. You earn reputation by trying to do hard things well. Furthermore customer service shouldn’t just be a department, it should be the entire company. We believe in the power of recognition and empowerment leading to great employee engagement. And employee engagement is critical to guest engagement. Employee empowerment and recognition is the core of our culture and how we achieve outstanding customer service. And as a membership site we’re always focused on reducing churn and increasing satisfaction. We know that collecting feedback from customers throughout the customer’s lifecycle has allowed us to achieve both. For people will forget what you said, and will forget what you did, but they will never forget how you made them feel, that’s why we don’t want to push our ideas on to customers, we simply want to make what they want.”
