A Quote about the CCO Council from Curtis Bingham
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Curtis on…April 2012 Conversations with the CCO: Connect with Jay Topper

Curtis N. Bingham, Founder and Executive Director of the Chief Customer Officer Council, looks forward to his conversation with Jay Topper, Rosetta Stone's SVP, Customer Success, at the April 2012 Conversations with the CCO webinar event.

Transcript for Curtis on…April 2012 Conversations with the CCO: Connect with Jay Topper

I'm really excited to welcome you to our April Conversations with the CCO. The Conversations with the CCO series sheds light on what makes leading chief customer officers very successful and how you, as a loyalty executive, can do the same.

I'm sure every single one of you has seen those kiosks in every airport around the world selling those distinctive yellow boxes promising language efficiency in no time at all.

This month on the Conversations with the CCO, we're featuring Jay Topper, the man behind those yellow boxes. Jay is the senior vice president of customer success for Rosetta Stone.

Fascinatingly, he was himself first seduced by those yellow boxes. He bought a language-learning packet in Hindi and loved the product after using it for just a month. Later, he answered an advertisement and became the CIO for Rosetta Stone. And the rest, as they say, is history.

Jay started in technology and, in a rare twist, became so passionate about customers that he was made Rosetta Stone’s version of the chief customer officer. I'm really excited to have Jay share his view of customer success. Jay believes in selling an experience, not just a product. He has a huge focus on engaging customers far beyond a CD in a box in the airport.

From his technology background, he is very focused on analytics and metrics, and he looked at the drivers of revenue and found that engaged customers buy more. And the key to engagement for Rosetta Stone is usage; and so, he has been very heavily focused on how to get customers engaged so that they use the product and spend more with the company.

During the Conversation with the CCO, you'll have plenty of opportunities to ask your questions of Jay. I look forward to having you join the conversation.


"At SAVO, we are dedicated to our customers' success. We have organized our teams around it, developed programs to promote it, and we measure ourselves based on their success. I look forward to working with other members of the council to explore innovative ways to drive the imperative
of customer success to
the forefront of an
strategic initiatives."

Brian Study
SAVO Group