What happens when customer support starts shaping company strategy?Karen Lam, Director of Customer Support at Top Hat, made that shift. She took a routine feedback system and turned it into a movement, one that aligned product, engineering, and finance around the customer’s voice.In this episode of Experience Matters, Karen reveals:How she designed bi-weekly VoC rituals that made feedback actionableThe Slack-based feedback loop that made team collaboration second natureWhy Kaizen-style iteration beats big one-time overhaulsHow she distilled 500+ articles into a high-impact, zero-fluff help centerThis episode is a playbook for any leader who wants to make customer feedback part of how the entire company thinks and operates.

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