How Fastly Made the Customer Experience as Great as Their Products

Fastly Reimagines Voice of Customer Program and Increases Loyalty

While B2B companies like Fastly are expected to deliver exceptional experiences, they face unique challenges that often hinder the potential impact that a voice of customer program can deliver.

B2B companies often have fewer clients to collect feedback from, and more complex client relationships, which usually can’t be understood by simple 2-3 question surveys. The lack of feedback leads to gaps in customer experience, which can cause corporate buyers to switch brands.

Fastly, a US provider of cloud computing services, faced many of these common challenges when they were using a “do-it-yourself” voice of customer platform. See how Concentrix helped Fastly reimagine their VOC program and deliver a 24-point increase in customer loyalty in one year.