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Author

Sean Cramer

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I am currently the Head of the Voice of the Customer team for Atlassian. My team and I are responsible for maintaining, communicating, and implementing changes based on our Net Promotor Scores and Customer Journey. When we are not working to maintain Atlassian’s “Don’t F&@# the customer” company value, we are building process and tools to support the over 50,000 pieces of feedback a month. I have previously worked for companies such as Go Daddy, MTV, VH1, and Ancestry.com and I absolutely love what I do! You can find me on Twitter @cosmocramer


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Working to be the change that you (the customer) seek

Who loves feedback? I can you tell that we do. We love it so much that we’ve created a team dedicated to seeking, synthesizing, and taking action on feedback from our customers. We call it the ‘Voice of the Customer’ team – i.e., the Voice of You. Recently, we’ve been sending emails and adding feedback prompts in our products with a single question: “On a scale from 1 to 10, how likely are you to recommend the product to a colleague?” And we use your answers to calculate our Net Promoter Score (NPS).