Kevin McCahill, the Chief Customer Officer and Founder of MasteryCX, is a seasoned Customer Success (CS) leader. With a diverse background spanning book publishing in New York to corporate coaching in Asia and Europe, Kevin has honed his skills in product management, team leadership, and customer experience. This unique journey has propelled him to the forefront of CS, where he now focuses on customer retention, churn reduction, and elevating the customer experience.
What advice do you have for someone's first 100 days as head of CS?
In the initial days of leading a CS team, Kevin emphasizes the importance of understanding the customer base, their needs, and the company's growth plans. This understanding aids in identifying the direction for improvements and adjustments. Journey mapping is a vital tool in this process, helping to grasp the customer's experience from purchasing to product usage.
What does your CS strategy focus on currently and in the future?
Kevin's strategy revolves around nurturing customer relationships, particularly in the challenging supply chain logistics environment. He strongly emphasizes the metric of 'time to value' (TTV), ensuring customers recognize the value in their products. This strategy is complemented by other key performance indicators (KPIs) like engagement, Customer Satisfaction (CSAT) scoring, Net Promoter Score (NPS), and actual usage analytics.
How Do You Measure Success With CS?
Success in CS, according to Kevin, is measured not just through satisfaction scores or usage analytics but also through the level of engagement and education provided to customers.
What pain points do you have leading a CS team?
He notes that a significant pain point in leading CS is ensuring customers have enough time and resources to understand the product thoroughly, which is crucial for customer satisfaction and retention.
Do you have an example of utilizing customer feedback to improve your company?
Kevin underlines the importance of creating a human connection with customers, ensuring they do not feel like just a number in the system. This approach has been instrumental in using customer feedback for product improvement, particularly in developing new products tailored to market needs.
What is the future of CS?
Looking ahead, Kevin envisions a more proactive and education-focused approach in CS. Digital tools, like in-app educational pop-ups and targeted messaging, will play a crucial role in this proactive strategy, enhancing the customer experience even before they voice their needs.
About Kevin McCahill
Besides his professional achievements, Kevin is also a dedicated father and enjoys consulting with small businesses, sharing his rich experiences, and learning from diverse industries. He enjoys helping other companies overcome common customer retention and engagement challenges.
Those interested in learning more about Kevin's journey or seeking advice can connect with him on LinkedIn. He remains open and eager to discuss business challenges, improvements, and opportunities for growth with anyone in the field.
About CX Chats
CX chats is an interview series with Ben Holland in which we talk to industry leaders in customer experience and customer success. Each interview dives deep into the insights of each leader and highlights how they became successful, tips for aspiring CX professionals, and their thoughts on the future of CX.