E52: Karen Mangia - 100 Reviews Can Double Your Business. Here's How to Get Them

In this episode, Brian Wolff is joined by Karen Mangia, SVP of Global Customer Success at Bazaarvoice. Karen is a Wall Street Journal bestselling author and a proven customer experience expert. Karen’s career spans leadership roles at Salesforce, Cisco, and now Bazaarvoice, where she helps brands harness the authentic voice of their customers to drive loyalty and growth. From her early days as a research assistant to leading global customer success teams, Karen shares how listening, really listening, can transform business. The conversation dives into where companies fall short in customer feedback, how reviews influence behavior more than ever, and what service-based industries (including parking) can learn from world-class customer experience programs. Karen also shares what attendees of FUSION26 can look forward to in her keynote presentation, including strategies to take control of reviews with proactive growth tools, leverage user-generated content to build trust and visibility, and how to convert it all into measurable revenue and business impact. Episode Highlights [00:18] Introduction to Karen Mangia and her background in customer experience. [02:30] Early career roots in research and understanding human behavior. [6:30] Transition from sales leadership into customer experience. [08:30] Why customer success is everyone’s responsibility. [11:30] Inside Bazaarvoice: capturing, verifying, and scaling customer reviews. [18:30] Why negative reviews matter and how responses build trust. [21:30] Unlocking the “stranded value in customer feedback”. [24:00] Practical ways to capture feedback in service-driven environments. [27:30] The risk of relying on a single metric like NPS. [29:00] Why repeatability is the real measure of success. [31:00] Case study: how fast response times changed customer perception. [34:00] Balancing automation with human connection in customer experience. [39:00] The future: shifting from volume work to value-driven activities. [41:30] What to expect from Karen’s keynote at FUSION26 #parkertechnology #harderthanitlooks #podcast #parking #bazaarvoice #CX #customerexperience