There were a lot of great talks, but one that stood out was hosted by Micah Citti and Jennifer Lien, who both work in Customer Operations at ESPN.
Jennifer generates tons of reports, but her favorite is the one with direct quotes from fans—their word for customers—that surface in the customer satisfaction (CSAT) surveys. And they’re a big hit with leadership. Even though I suspect most of their reports are heavy with charts and graphs, the report that everyone wants to read is the one with quotes from fans.
I was really encouraged by this quote from Micah about what guided them in choosing Stella Connect for their survey solution:
“I don’t want to catch them [support agents] doing wrong—I want to coach them.”
Contrast this to last week’s story
, where failure to meet one of 25 (!) metrics can get you fired. ESPN, on the other hand, set up a system that creates opportunities to coach people and celebrates wins by quoting positive fan interactions with leadership.