How to Create a Great Customer Journey With Chris Hicken of Nuffsaid

Chris Hicken is a successful business leader with an emphasis on B2B software. He is the CEO and Co-founder of Nuffsaid, which uses AI technology to sift through hundreds of everyday tasks to promote the ones that move businesses forward. He spent eight years as the President and COO of UserTesting where he developed his expertise in user experience. He also serves as an advisor and board member for multiple prestigious businesses such as Peer Collective, UserGems, Forum Ventures, and The/Studio.

In this episode

SaaS and B2B companies are uniquely incentivized to create a quality customer experience. With an ongoing business model, it’s important to get customers in the door and keep them satisfied in the long run. The difficulty comes in walking the tightrope, balancing priorities both within your own company and with your customers. So how do you create the right experience that will in turn grow your business?

Chris Hicken has more than 15 years of experience in the B2B software field. He has learned how to scale companies while curating the customer’s experience. Chris utilizes customer-led growth as a reliable model that appeals to investors. It’s worked for his latest business, so what exactly does it look like in practice?

In this episode of the Revenue Engine Podcast, Alex Gluz interviews Chris Hicken, CEO and Co-founder of Nuffsaid, to discuss how to grow your business by perfecting the customer experience. They discuss customer-led growth and how it appeals to investors, the three stages of the customer journey, how to ensure satisfaction, and the rule of 40. Finally, Chris touches on mentorship and why you need different kinds of mentors in your career.

Here’s a glimpse of what you’ll learn:

• The market research behind Nuffsaid and how they found success
• Which principles drive customer-led growth?
• The CEO’s primary responsibility
• Using the rule of 40 as the most important metric for growth
• Buyers, users, and champions — different levels of customer feedback and satisfaction
• How to create the best customer experience
• The three stages of the customer’s journey
• Chris Hicken’s perspective on mentorship

Resources Mentioned in this episode

• Nuffsaid 
• Chris Hicken on LinkedIn
• T.A. Monroe Digital Agency
• Alex Gluz on LinkedIn

Sponsor for this episode

This episode is brought to you by T.A.Monroe Digital.

At T.A.Monroe, we build world class revenue engines for B2B SaaS companies.

What that means is we do everything behind the scenes to generate you tons of qualified leads, opportunities and customers.

We build highly effective marketing systems and scale their profitably through our demand generation strategies.

We think scientifically on how to scale your demand and revenue.

We bring decades of experience.

Email us at alex@tamonroe.com.

Visit www.tamonroe.com today to schedule a strategy session or learn more about our mission.