Why Should you Care? - Medallia...advertising and instead put it back into the customer experience....
Transcript of Why Should you Care? - Medallia...advertising and instead put it back into the customer experience....
The [CX] ImperativeWhy Should you Care?
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Disruption
CustomerExperience
The NewBattleground
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Customers remember the service a lot longer than they remember the price.
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‘We take most of the money that we could have spent on paid advertising and instead put it back into the customer experience. Then we let the customers be our marketing.” Tony Hsieh
“You've got to start with the customer experience and work back toward the technology, not the other way around.” Steve Jobs
“We are not competition-obsessed. We are customer-obsessed” Jeff Bezos
“Most of all, I discovered that in order to succeed with a product, you must truly get to know your customers and build something for them.” Marc Benioff
“Ford will build a "self-driving business that prioritizes the people experience over the technology experience"
Customers are getting the exact experiences
you either intentionally or unintentionally designed for them
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The Customer is Far More Disruptive Than
Technology
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Companies Need to Pivot:Customer Experience
Analytics Driven BusinessReimagined Partnerships
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Yet, We Are Struggling to
Respond
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Silo’s andCollaborate
Break Down
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Disconnections are hurting your
organization and ultimately the customer
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GROWTHCOMPANY
HOW TO BUILD A MODERN
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Re-Set Your Thinking
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People First.Technology Enables.
Culture and Innovation are (the) winning combination
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We (as a collective eco-system) must develop a beginner’s mind
in order to eschew the constraints that cause us to
come up with old answers to difficult problems
Thank you!
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