Hey there!
I‘m Meghan
I'm all about infusing a customer-centric spark into the ​vibrant realm of Tech. Intrigued by the dance between ​data and strategy, I've made it my mission to crank up ​the volume on the customer's voice.
In my journey, I've mastered the art of deciphering ​customer sentiments, and sculpting revenue-driving ​strategies from the bedrock of data. Picture me as your ​guide, navigating through analyses and sketching ​customer journeys with a dash of that oh-so-important ​product mindset.
What I Can Do for You
Operations
Feedback & Tool Management
Metrics & KPIs
Data & Insight Commonization
Strategy
Small & Big Picture Thinking
Customer-Centered Strategies
Innovative Experience Design
Insights
Customer & Market Research
Data Analysis
Communication & Storytelling
Leadership
Thoughtful Decision Making
Coaching & Mentoring
Resiliance & Accountability
Here we go!
I've had the privilege of collaborating on a diverse array of projects, and I'm eager to contribute to your ongoing efforts in delivering exceptional value to your customers.
In addition, explore the insights and perspectives I've shared in my latest articles.
Understanding customer loyalty
an insight producing program
AN operational strategy
revenue growth
an outside-in approach
celebrating excellence
Long-term strategic thinking
facilitating conversations
communication & motivation
knowledge is power
Testimonials
Angela Bucher,
VP, Customer Success
Meghan is an asset to the development of any CX strategy,
as she was the driving force behind an end-to-end revamp of ours when we worked together.
She draws from a deep understanding of customer expectations, best practices, and how an excellent experience drives loyalty.
Ting Lai,
Voice of Customer Program Manager
As one of my early mentors within SaaS, Meghan was brilliant in not only providing guidance, but also keen to understand the why behind every decision I took. Often times, it can be easy to just direct instead of guide, and the patience & intellect required to bridge that gap is exactly what makes Meghan special.
Working with Meghan, I got to understand the value of Voice of Customer programs, and how customers feeling truly heard ultimately translates to business value. With an eagle eye for metrics, and with a keen understanding of the change management needed to develop customer experience programs, Meghan is someone I wholeheartedly recommend to any scaling organization looking to create an effortless customer experience program!
Faye Campbell,
Director, Revenue Operations
Meghan was always a very strong collaborator with the Revenue Operations function and a great asset to any project, big or small.
She always brings a thoughtful, empathetic perspective to the problem and advocates for customers with data-informed context on their needs, objectives, and pain points.
As a strategic partner, Meghan is an excellent right-hand to any revenue or business leader who holds the customer experience above all.
Let's talk!
LINKEDIN
meghan.wagner2@gmail.com
Resume
Net Promoter Score (NPS)
Understanding customer loyalty
Context
In 2019, I introduced an updated Net Promoter Score (NPS) survey. Before this update, the NPS primarily served as a transactional survey managed by the customer support team.
Our goal was to establish a monthly pulse-check on our customers by surveying a percentage of our customer base. Through experimentation with distribution methods, we discovered that an in-app survey yielded a more robust and favorable response rate.
Outcome
Since 2020, the Net Promoter Score (NPS) has served as a pivotal customer-focused metric, guiding our corporate direction. As an industry-standard metric, NPS enables us to benchmark against competitors and gauge customer perception.
Beyond its measurement aspect, NPS provides additional benefits. It allows us to delve into the root causes of customer scores through qualitative feedback. Furthermore, it presents an opportunity to convert loyal customers into advocates and transform detractors into loyal supporters.
Learnings
I firmly believe that NPS has a valuable place in a balanced scorecard, albeit with its limitations. When utilized at a high level, NPS proves beneficial for observing historical shifts in customer sentiment and forming a basis for customer-focused decision-making.
In my experience, the integration of segmentation data with feedback has proven exceptionally helpful. This combination not only enriches the insights gained but also makes them more actionable for strategic initiatives.
SKILLS
Process Creation
Problem Solving
Data Analysis
Voice of Customer
an insight producing program
Context
Outcome
Voice of Customer (VoC) is a comprehensive process dedicated to gathering customer feedback, encompassing the capture, analysis, and reporting of customer needs, expectations, understandings, and product improvement requests.
The primary objective of my VoC Program was to enhance our competitive advantage by facilitating positive changes within the company. This aimed to influence how customers think, feel, and behave, thereby fostering an environment aligned with their preferences and expectations.
Concentrating on two primary strategies, feedback collection, and feedback management, I successfully provided continuous qualitative insights.
To achieve this, collaboration with leaders throughout the company involved identifying and establishing listening posts. The subsequent analysis integrated feedback with business and customer data, enhancing the depth and relevance of insights.
Learnings
Creating insights marks just the initial phase in a successful VoC program. The subsequent step, admittedly the most challenging, involves socializing the insights and instigating actionable steps.
Being a strategist, I excel in pinpointing the core roots of problems and devising innovative solutions. Yet, the implementation of these solutions transforms into a team effort, where achieving alignment becomes pivotal to success.
SKILLS
Customer Focus
Data Analysis
Communication
Journey Management
AN operational strategy
Context
While collaborating across Customer Success, Product Management, and UX teams, I faced challenges in articulating the impact of operational aspects on the customer experience. Identifying issues with strategic alignment and practices between teams revealed bottlenecks causing a slowdown in overall progress.
In pursuit of my goal to foster a deep understanding and improvement of customer experiences, I crafted a strategic proposal based on Journey Management practices.
Outcome
I facilitated the development of multiple journey maps tailored to key customer segments. These resources now support product, marketing, and customer success teams in delivering targeted experiences.
While a complete journey management implementation wasn't feasible, I prioritized small victories. Enhancing communication among stakeholders proved instrumental in amplifying the customer voice and driving incremental improvements.
Learnings
Frameworks don't adhere to a one-size-fits-all model, and skill is essential to tailor them effectively for a company. Through this experience, I gained valuable insights into collaboration, innovation, and influence. These skills became integral in subsequent projects, contributing to the ongoing momentum in building a customer-focused culture.
SKILLS
Strategic Thinking
Innovation
Problem-Solving
Retention Opportunities
REvenue growth
Context
A crucial aspect of my role involved consistently reviewing feedback, especially valuable cancellation feedback. Recognizing a recurring theme where customers expressed a desire to 'pause' their accounts, I pondered if there was a retention opportunity and began a thorough investigation.
Outcome
I crafted a proposal for a new plan type, suggesting customers pay a nominal fee to maintain their accounts. This aimed at boosting retention, expanding potential, and simplifying the re-subscription process. Despite not proceeding due to engineering costs, the analysis sparked valuable discussions that aided leadership in aligning on metrics and strategy.
Learnings
This project taught me a valuable lesson – not every idea can be implemented, but it's always worth posing the question. The analysis underscored the importance of exploring feedback trends and provided an opportunity to collaborate with a colleague in Revenue Operations, allowing us to merge our ideas into a unified proposal. It was a prime example of collaboration at its best!
SKILLS
CX Expertise
Data Analysis
Communication
Experience Analysis
An outside-in approach
Context
Being part of a SaaS company, our leaders were consistently focused on enhancing activation and onboarding rates. With this objective in mind, I embarked on gaining an external perspective to assess the current onboarding experience—from sign-up to activation.
Outcome
I generated various assets, such as journey maps and identified key friction points in the onboarding process.
Incorporating product and customer data in my analysis enabled us to understand how different customer segments engaged with onboarding. This valuable insight provided multiple teams with ideas to enhance activation and, consequently, retention.
Learnings
The simplest customer experiences can be influenced by numerous teams. Therefore, alignment and collaboration are crucial to ensure the delivery of consistent and positive experiences across the board.
SKILLS
Journey Mapping
Journey Design
Facilitation
CX Champions
celebrating excellence
Context
The CX Champions Program was established based on the need to celebrate, reward, and acknowledge employees across the company who actively advocate, champion, and consistently deliver exemplary experiences to our customers.
Outcome
The program led to a cultural boost by enhancing employee engagement through the recognition of impactful work that positively influences our customers.
Additionally, the strategy aimed to elevate internal awareness regarding the direct correlation between internal actions and external customer experiences.
Learnings
I was pleasantly surprised by the program's resonance among employees. Traditionally, only customer-facing teams are acknowledged for their impact on the customer experience. However, I observed nominations pouring in from various departments, including marketing, engineering, and UX. This highlighted our collective enthusiasm for celebrating each other's contributions.
SKILLS
Communication
Inspiration
Leadership
Experience Management
Long-term strategic thinking
Context
Within the expansive landscape of Experience Management, akin to Customer Experience, there exist numerous disciplines.
In my role, I concentrated on advancing our research and insights, refining customer experience strategy, and enhancing our team's capacity for swift, data-driven decision-making. I pinpointed opportunities for sustained revenue growth and anticipated challenges, specifically addressing technology and strategic alignment.
Outcome
I evaluated the maturity of Customer Experience activities within my company, leading to the development of a one-year roadmap and three-year milestones aligned with the Experience Management operating framework (technology, culture, and competency).
This proposal involved cross-collaboration with teams from Marketing, Customer Success, Revenue Operations, and Customer Experience.
Learnings
I gained insights into effectively communicating the potential Return on Investment (ROI) for customer experience improvements.
However, the challenge lies in the fact that enhancing the customer experience requires collaboration among different teams. The difficulty arises when these teams lack alignment or support from senior leaders regarding the overall strategy. In such cases, achieving success becomes more challenging.
SKILLS
Strategic Thinking
Change Management
Innovation
Internal Roundtable
facilitating conversations
Context
Outcome
Learnings
While acquiring learnings and insights is valuable, their true usefulness is unlocked through actionable steps. My specific challenge was determining how to effectively communicate and motivate action within key teams.
I explored the concept of conducting an internal Voice of Customer Roundtable, wherein our Product Managers actively engaged with questions and ideas, seeking input from a diverse group for valuable insights.
This initiative fostered the development of robust relationships among Product Managers, Marketing, Customer Success, and Sales teams.
In the realm of sharing customer insights and inspiring decision-makers towards customer-centric choices, there isn't a single definitive solution.
While the roundtable proved effective in giving customer-facing teams a sense of being heard, thereby enhancing team morale and collaboration, a more structured approach was recognized as essential for achieving consistency and further development.
SKILLS
Facilitation
Collaboration
Adaptability
Data Storytelling
communication & motivation
Context
In the summer of 2023, I participated in an onsite work event centered on knowledge-sharing across Marketing, Customer Success, and Revenue teams.
Despite having numerous topics I wanted to share, I decided to focus on Data Storytelling—a domain where I place a high value on honing skills in insight generation and effective storytelling.
Outcome
Participants gained insights into the fundamentals of data storytelling, including the process of transforming ideas into actionable insights and crafting compelling narratives that motivate action.
I take particular pride in a practice exercise that sparked engaging and fruitful conversations. Groups were provided with a goal and the task to deliberate on the data they would collect to generate insights, identify the target audience, and determine key elements that would be significant to them.
Learnings
I experienced great joy sharing my passion and educating my team on a subject that truly inspires me. I believe that honing skills in insights and storytelling can significantly contribute to professional growth. It was particularly gratifying to witness active participation from our Customer Success team during the session, given their knack for identifying opportunities early on.
SKILLS
Communication
Storytelling
Visual Design
Business Enablement
knowledge is power
Context
In my role as the head of customer experience, I encountered challenges securing investment for tangible improvements in the customer experience. Upon adopting a problem-solving approach, I identified a crucial missing element: employee enablement.
To address this, I proposed the establishment of a Business Enablement & Strategy Function. This function aimed to develop practices that would concentrate on and align business strategies, enhance business efficiency, and foster an inspired workforce.
Outcome
Collaborating with a colleague, we meticulously developed key focus areas and practices, encompassing corporate strategy facilitation & governance, research & development, employee enablement, and internal communications. I take great pride in the comprehensive proposal we produced, and I'm pleased to note that senior leaders took action on some of our recommendations.
Learnings
Change can be challenging, but my resilience has proven to be an asset. I genuinely hold the belief that transforming how a company operates is integral to achieving success. I advocate for the establishment of a strategic function in every growing company that focuses on supporting employees with the knowledge and practices they need to excel in their work.
SKILLS
Strategic Thinking
Collaboration
Innovation
MEGHAN MERRICK
Thank you for visiting!
Feel free to get in touch if there's anything on your mind
LINKEDIN
meghan.wagner2@gmail.com
Resume
