Becky Laughton 🚀
About Becky Laughton 🚀
Becky Laughton serves as the Director of Customer Happiness at Sandboxx in Crystal City, Virginia, where she has worked since 2018. She has a diverse background in customer success and marketing, with previous roles at companies such as Xola, Graphicly, and DoctorBase.
Work at Sandboxx
Becky Laughton has served as the Director of Customer Happiness at Sandboxx since 2018. In this role, she focuses on enhancing customer satisfaction and engagement. Her leadership has contributed to the company's customer-centric initiatives, particularly during challenging periods such as the pandemic. She has directed various programs aimed at improving customer experience and support quality, which are essential for maintaining high levels of customer loyalty.
Previous Experience
Before joining Sandboxx, Becky held several positions that contributed to her expertise in customer success and project management. She worked as an Implementation Project Manager at Xola from 2016 to 2017 and served as the Director of Customer Success at Zentail from 2017 to 2018. Additionally, she has experience as a Publisher Relationship Manager at Graphicly and in customer experience roles at DoctorBase. These roles have equipped her with a diverse skill set in customer engagement and support.
Education and Expertise
Becky Laughton holds a Master of Arts in English Literature from the University of Colorado Boulder, where she studied from 2008 to 2010. She also earned a Bachelor of Arts in English and Fine Art from the same institution between 2004 and 2007. In addition to her degrees, she completed a Full Stack Web Development Certification at freeCodeCamp in 2016. This combination of education and training has provided her with a strong foundation in both communication and technical skills.
Customer Engagement Initiatives
Throughout her career, Becky has implemented various customer engagement initiatives. At Sandboxx, she directed programs that encouraged qualitative feedback from customers, including offering gift cards for insights on app and web user experience. She also integrated chatbot functionality into the Intercom support platform, which effectively managed a high volume of customer interactions and maintained high customer satisfaction scores.
Achievements in Customer Success
Becky has achieved significant milestones in customer success and experience management. She successfully pivoted the customer success model at Zentail to focus on customer-centered engagement, which resulted in improved Net Promoter Scores (NPS) during the pandemic. Additionally, she instituted the 'Strive For 5' reputation management program, which helped secure positive reviews and enhance the company's online reputation.