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It is successful execution on programs to turn these observations into new practices that led to Rancher Labs, recently acquired by SUSE, winning a 2021 Nicereply Customer Happiness Award for Customer Effort. Specifically, SUSE is obsessive about customer feedback. This obsession keeps their finger on the customers’ pulse to learn and grow their products and services.

Bala Gopalan, Vice President of Support at SUSE Rancher, explains the programs they use to optimize customer convenience, including how a customer’s feedback led to them sending him ice cream.

In Conversation with Bala Gopalan, Vice President of Support at SUSE Rancher

SUSE’s product is open-source. This means that customers have a closer look at everything they do and leads to a culture of transparency across the business.

Customer feedback, assessed by both AI and humans, is fed back into product decisions and used to advise customers of changes proactively. They have observed that customers value this guidance and clarity and feel like a partner in the journey. Bala explains how these concepts can be applied outside of the open-source community. Surprisingly he also relates a seamless customer experience to the 2016 Japanese Olympic 4x100m relay team. Their unexpected podium finish explains how the mechanics that seem invisible are crucial to get right.

Bala finishes by highlighting the importance of making the experience more convenient and bringing more heart to the customer. I cannot think of a better sentiment to describe a great customer experience than that.

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