Building a Culture Primed for Great CS/CX

ABOUT THE GUEST - ANDY DEANGELIS, COO AT VOTACALL: 

Andy DeAngelis is an experienced sales leader, business strategist, husband, and Father of three daughters. 

With a passion for developing people, building fantastic teams, and designing customer-centric processes; Andy has helped Votacall become known for delivering an unrivaled Customer Experience. 

Although Andy oversees all departments at Votacall, he is a Sales Coach first and believes that sales success can only happen when the entire organization is unified and functioning as one team. 

You can find Andy and learn more about him, his content and Votacall on LinkedIn at: 

https://www.linkedin.com/in/andydeangelis/ 


ABOUT THE EPISODE: 

Four years ago, Andy was the VP of Sales at Votacall and saw an opportunity to unify the entire customer-facing operation around a unified goal of excellent customer experience and success for the customer at every stage of the sales process and the full business relationship. In this episode, Andy shares some ideas about what it takes to create the kind of internal vision, culture, and environment to support a deep and authentic - and excellent customer experience.  

0:42:  Andy’s background in sales and what motivated him to gravitate to the SMB market. 

2:26:  Why the focus on Customer Experience is critical to sales success and why that drove Andy to take on the COO role as an antidote to the all too common silo mentality.  

4:45:  Andy explains how his philosophy of “sell what happens after the contract is signed” drives positive Customer Experience at Votacall.  

6:53:  Leading with CX as a Blue Ocean strategy.  

8:00 - How do you know if something as hard to measure as CX is working? What do you measure and monitor?  

10:40 - What are the mechanics of looking at the quality of conversations and not just the quantity?  

13:15:  How do you find people who are capable of pivoting and rolling with the kinds of changes that all companies are facing right now during in the era of Covid-19?  

15:40 - Andy explains why now is a great time to make a change because everyone is hungry to find some certainty and confidence in a (new) path forward.  

17:05 - Andy’s special trick for interviewing great salespeople and team members.  

19:58 - Andy’s advice about moving into sales leadership.  

22:42 - How to learn more and reach out to Andy DeAngelis and Votacall.