“Kirsten was an active partner for scaling FullStory's business in the EMEA region. She provided a clarity of vision and communication across teams/stakeholders and her incisive decision making was always backed with supporting data. It was a pleasure to work with her and anyone who has a chance to learn from her leadership would be fortunate”
About
Global SaaS Leader | Team & Momentum Builder | Responsible Growth-Catalyst | Gets Stuff…
Contributions
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How would you handle a scenario where a key client expresses dissatisfaction with your services?
Feedback is a gift — and any customer willing to share their perspective should be thanked and get a relevant response. Too many companies ask for ratings, reviews or customer feedback — only for it to go into a black hole or biz analyst report to the C-suite. That’s a sure fire way to alienate a customer and never receive feedback again. No matter how big or small, brands can and should triage and reply to feedback — earning the right to win back a customer and improve their overall service. The service recovery paradox suggests you may even create a deeper connection and win a customer for life!
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What do you do if customer feedback is difficult to gather and utilize in Customer Experience roles?
One of the most powerful ways to build customer relationships is to let them know you are listening and genuinely love their feedback. Completing a 10 minute survey only for it to go into a black hole is a sure fire way to forgo future input. Create simple alerting methods and use an SLA to ensure managers get back to any detractors or thank supporters. AI can even help!
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What do you do if customer feedback is difficult to gather and utilize in Customer Experience roles?
Survey fatigue is real, reducing the length and complexity of feedback requests is critical to strong response rates. 10x answers to just 2-3 questions is usually much more valuable than just a handful of responses to a novella. Start with simple numerical measures like NPS or CSAT and ensure you are progressively capturing data so you still get some input even if a customer doesn’t finish. Thank them genuinely and close the loop so they are more likely to respond again in the future!
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You're an executive with a high-stress job. How can you keep your head above water?
Exercise, intentionality and fiction have been keys in my toolkit for 20+ years. Walking is free, flexible and a great way to combine wellbeing with other activities. I average 13,500 steps daily with walks that range from a productive ‘walk n talk’, to taking in nature, to listening to a great podcast. After moving, I’m more focused and can give my team higher attention & value. Intentionality means many things. For me, it’s managing my calendar, having an agenda, and being present. Even intentionally compartmentalizing time to tackle topics at the right time (vs worrying about them all the time). Fiction. While I love biz books, fiction lulls me to sleep — it’s my tool to quiet the mind and get those zzzzzzzs!
Activity
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"Like most startups (even if it’s unpopular to say), we didn’t die because we ran out of money, but because we weren’t able to find a way to…
"Like most startups (even if it’s unpopular to say), we didn’t die because we ran out of money, but because we weren’t able to find a way to…
Liked by Kirsten Newbold-Knipp
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One of my biggest 2024 lessons so far: a great agency can be transformational. I've been bearish on agency support most of my career. A few bad…
One of my biggest 2024 lessons so far: a great agency can be transformational. I've been bearish on agency support most of my career. A few bad…
Liked by Kirsten Newbold-Knipp
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We’ve exceeded our Q2 marketing pipeline goal with significant QoQ growth… as a team of 5. The lion’s share of our pipeline now comes inbound in the…
We’ve exceeded our Q2 marketing pipeline goal with significant QoQ growth… as a team of 5. The lion’s share of our pipeline now comes inbound in the…
Liked by Kirsten Newbold-Knipp
Experience & Education
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AskNicely
View Kirsten’s full experience
See their title, tenure and more.
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Volunteer Experience
Publications
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Content Marketing Comes of Age
Gartner
For many marketing leaders, the exuberance around content marketing has given way to a more pragmatic, outcome-oriented view. Here's how content marketers' efforts are maturing from experimental to operational — and how marketing leaders can do the same. Featuring a case study on some best practices in play at Seagate.
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Projects
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RingSafe
E-commerce side-hustle. Crowdfunded and co-developed patented product with my husband John to help people avoid losing their wedding rings.
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B2B Digital Marketers Should Invest in Digital Commerce Initiatives Now or Risk Being Left Behind
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See projectDigital commerce will become a critical revenue source for most B2B companies. If slow to adopt, these companies will lose customers who have been influenced by consumer experiences. B2B digital marketers need to critically evaluate how to accelerate their companies' investments in digital commerce.
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#BetterBackEnd Guerilla Campaign
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Collaborated and supported team on highly risky but ultimately well received and successful (cheeky - pun intended) guerrilla marketing campaign. Part of initial ideation team and lead the team that built the creative and content to support the campaign.
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The BigSale 'Guerilla Flash Sale' @SXSW
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Concept creation, budget & goal setting along with client recruitment and team leadership for the 2-week turnaround project that drove more than 10K engagements, brand awareness, 5x goal for social reach along with client satisfaction. Event paired a 'flash marketplace' for Bigcommerce merchants with social and on-the-street activation during live SXSW to drive sales and brand awareness.
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Infographic: Ecommerce SMB Growth
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Honored to lead the content & creative team who developed this insightful infographic that was covered in INC, Entrepreneur, TechCrunch, VentureBeat and a variety of industry blogs. My role was to hire and empower this killer team who have developed several additional infographics as we build a content engine for Bigcommerce.
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Languages
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Spanish
Limited working proficiency
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German
Native or bilingual proficiency
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French
Elementary proficiency
Recommendations received
35 people have recommended Kirsten
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Launched our first Red Oak Compliance Solutions Olympics in Austin. It's good to be a #ROCstar !
Launched our first Red Oak Compliance Solutions Olympics in Austin. It's good to be a #ROCstar !
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Why we think customers churn: - CSM wasn't proactive enough - Price was too high - Customer went out of business - Champion left - Didn't use it…
Why we think customers churn: - CSM wasn't proactive enough - Price was too high - Customer went out of business - Champion left - Didn't use it…
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Just a quick piece of timely advice: Politics is still a sensitive topic to bring into the workforce or to LinkedIn's professional network. It's fair…
Just a quick piece of timely advice: Politics is still a sensitive topic to bring into the workforce or to LinkedIn's professional network. It's fair…
Liked by Kirsten Newbold-Knipp
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