Key Lessons to Learn from Successful Customer-Focused Companies | Oliver King

Key Lessons to Learn from Successful Customer-Focused Companies | Oliver King

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[Music] hello I'm Oliver King want to co-authors of customer-driven transformation now what can we learn from the big players out there what are the big businesses doing in terms of customer experience well first and foremost they've understood that customer experience is the new battleground and it's a new battleground because that's where you'll win or lose your customers or ultimately where you'll survive or end up being disrupted and moved out of the market by a new entrance you've got to get the
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customer experience bang on they also recognize that customer experience is a much more of a strategic function that runs horizontally across an entire business what they're trying to do there is break down these silos and get everybody within the organization to realize that it's everybody's responsibility to improve the experience not just one individual however saying that what we're seeing is the development of new roles often on the board with people who are responsible for customer experience for advocating
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that message sponsoring those projects making making things come together in a way that's much more meaningful and relevant for the customer helping that organization fundamentally to be much more customer driven in terms of what they're doing one thing we're also seeing is organizations beginning to reorganize themselves in a number of ways so one way that this is happening is they are beginning to replace traditional product managers with journey managers so people who are
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responsible for specific journeys that customers go on when they're consuming their products or their services for example a joint journey and acquisition journey a renewals journey and those people are stitching together all the various things that the customer comes into contact with across the more traditional function of a business to deliver them a unique and a seamless experience we're also seeing organizations step back and apply surf design not only to the external services
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they provide but also to the internal business function so HR IT finance operations and they begin to treat these these teams these departments more like internal so in their own right and as they are with their external customer experience design projects they begin to redesign the experiences their employees have of that because ultimately the employee experience is critical not a the customer experience but redesign the employee experience because they're happier and better your
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employees are the happier better your customers will be

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