Customer Management Articles

Interview With Wendy Lea, CEO of Get Satisfaction

by Christophe Primault
Published on 6 April 2012

"We're discoverable to millions of customers…"

10 April 2012 - We asked Wendy Lea, CEO of Get Satisfaction, a few questions about her company and her view of the markets they serve.

GETAPP.COM: Who are you and what is your role in the company?

LEA: I'm the CEO of Get Satisfaction

GETAPP.COM: Can you briefly present your management team?

LEA: Phil Hotchkiss is Chief Product Officer responsible for developing and executing the overall product vision of our platform. Doug Nugent is Senior Director of Customer Advocacy and is responsible for ensuring our customers' success and implementing processes to build customer advocates. Jeff Nolan is our VP of Product Marketing and is responsible for our product positioning and the promotional strategies to bring our platform to market. Scott Barmmer is Vice President of Sales and is responsible for the development, growth and execution of sales strategy. Barry Chubrik is Vice President of Finance and Operations. Jonathan Clay is Vice President of Engineering and oversees Software Development, QA and System Operations. Scott Hirsch is our Vice President of Business Development.

GETAPP.COM: Are you a cloud or a Software-as-a-Service (SaaS) company?

LEA: Yes, we're a multi-tenant, cloud, SaaS platform. Check, check, check.

GETAPP.COM: What are the points of difference of your solutions?

LEA: We're discoverable to millions of customers because the user-generated content that gets created in our communities is indexed. We offer a better service experience, bring in new ideas to build new products faster and do better business w/ your customers. Once customers are in a Get Satisfaction community, the interaction layer is easy and consumer-oriented, which drives engagement. The platform is extensible to everywhere customers are: Facebook, anywhere on a website, a mobile device, you name it. We're not about internal collaboration and bringing a consumer internet-like experience into the enterprise. Our entire orientation is different. We're outside-in rather than inside-out. That's how we define "Social Business."

GETAPP.COM: Why do your customers buy from you?

LEA: Our customers typically fall into 3 areas. One use is self-serve customer service and support. 30% of communities use us for this reason. We integrate with Zendesk and (Assistly). Topics that are created within the Get Satisfaction community can be moved into a CRM system. Then, there's product ideation: many of our customers incorporate customer feedback into the product release cycle. We also serve a marketing function by giving a voice to advocates and champions. That extends the brand and attracts new customers. And of course, our customers can get up and running more quickly, easily and inexpensively with us.

GETAPP.COM: Can you mention some of your key clients?

LEA: We serve companies of all sizes, from startups like Flipboard and OMGPOP (the folks behind Draw Something) to huge brands like Pampers. Some other customers include Box, Netflix, Microsoft, AMC Theatres and

GETAPP.COM: What do you see as the key trend emerging in the industry?

LEA: Social as a strategy gives companies of all sizes unique opportunities to get closer to their customers. They can build relationships that are authentic and aren't based on an email campaign or coming to a conference or getting in a queue. Companies now have an ongoing conversation w/ a customer in a place where they feel trusted. There are huge opportunities there.

GETAPP.COM: What is THE most important message you feel you should get across to someone considering buying your solutions?

LEA: The old CRM paradigm that was bounded by people, process and technology has kind of been exposed and exploded by the Internet and consumerization of IT applications. Your customers are online and they want answers fast and in a friendly fashion. Companies have to rethink and restructure how they operate in response to this. We help our customers establish good business practices. Know your customer. Be where they are. This is not about a mobile platform; this is about the mobility of customers. If you're a company, product, service or brand, you want to make sure you can be with them and over time engage with them: help them get their questions answered, products solved.

GETAPP.COM: Thanks for your time, Wendy.

Try Get Satisfaction Now


Apps mentioned in this article