CX Conversations
Vivek Jaiswal
Categorias: Finanzas
Escuchar el último episodio:
Steve Jobs once said, "Design is not just what it looks and feels like. Design is how it works."
While organizations do focus on the look and feel, unfortunately, the 'how it works' part is ignored. And from the customer's perspective, this is a pain point that needs to be worked upon.
The concept of customer shadowing can help overcome these pain points and design robust customer service. Customer shadowing is like being the fly on the wall while a customer goes through his/her journey.
To discuss customer shadowing and how to use it to improve and innovate customer service design, I have with me Andrew Gallan, Assistant Professor of Marketing and the Director of The Centre for Services Marketing and Management at FAU School of Business, Florida.
Among other things, Andrew and I discuss:
- What exactly is customer shadowing?
- How is it different from mystery shopping?
- What insights can one expect to derive of a customer shadowing exercise?
- How can customer shadowing impact customer experience?
Honestly, I didn't know much about Customer Shadowing before this podcast. Thanks to Andrew, I learnt a great deal and I can assure you that you would learn something really interesting in this podcast.
Connect with Andrew Gallan on
LinkedIn: https://www.linkedin.com/in/andrewgallan/
Twitter: https://twitter.com/agallan
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Episodios anteriores
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41 - "Using customer shadowing to improve and innovate customer service design." with Andrew Gallan Tue, 31 Dec 2019
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40 - "How to bridge the gap between business and CX strategy?" with Adrian Swinscoe Thu, 19 Dec 2019
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39 - "How to design customer-centric organisations for sustainable growth?" with Heidi Beets Tue, 17 Dec 2019
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38 - "How to develop and deliver a brand promise from the customer perspective?" with Neil Sharp Tue, 10 Dec 2019
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37 - "Creating a healthcare brand with customer centricity and CX at the heart" with Rohit MA Tue, 03 Dec 2019
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36 - "How to create 'simple' and 'simplified' experiences?" with Ricardo Saltz Gulko Tue, 26 Nov 2019
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35 - "How to help government organisations deliver good CX?" with Stephanie Thum Tue, 19 Nov 2019
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34 - "How to win customers using a live chat?" with Nelson Bruton Tue, 19 Nov 2019
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33 - "How to balance between product, go-to-market, customer experience, and business discipline in a startup?" with Rohit Sen Tue, 05 Nov 2019
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32 - "How to setup a customer experience management team in an organisation?" with Thomas Linton Tue, 29 Oct 2019
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31 - "How to use customer experience to create a new market segment?" with Apoorv Gawde Tue, 22 Oct 2019
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30 - "How to deliver a great online-offline customer experience in eCommerce?" with Wouter van Bockel Tue, 15 Oct 2019
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29 - "How to get senior management buy-in for customer experience improvement?" with Sonia Bhatia Tue, 08 Oct 2019
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28 - "How to build a customer service team that delivers customer delight?" with Jasmeet Singh Tue, 01 Oct 2019
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27 - "How can companies redesign for digital and improve customer experience?" with Martin Mocker Wed, 25 Sep 2019
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26 - "How to deliver a delightful customer experience in SaaS?" with Vikas Jha, CEO & Founder, Alore Tue, 17 Sep 2019
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25 - "How to craft your unique culture and experience?" with Karen Jaw-Madson Tue, 10 Sep 2019
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24 - "How to meet and exceed millennials' expectations?" with Rajan Bajaj, Founder & CEO, Slicepay Fri, 06 Sep 2019
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23 - "Digital transformation in healthcare and its impact on patient experience" with Sachin Rao Tue, 03 Sep 2019
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22 - "How to use NPS to improve CX in FinTech?" with Hemant Tathod, Director, NiYO Solutions Fri, 30 Aug 2019
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21 - "Managing customer experience in the dynamic cryptocurrency world." with Ajeet Khurana, CEO, Zebpay. Fri, 23 Aug 2019
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20 - "How to make simple products in FinTech that customers love?" with Kailash Nadh, CTO @Zerodha Fri, 09 Aug 2019
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19 - “How to improve the experience of customer service?” with Deepak Kashyap, Co-founder @Dialdesk Thu, 01 Aug 2019
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18 - "Why must insurance companies focus on customer experience?" with Harish Agarwal Fri, 26 Jul 2019
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17 - "How to deliver a rockstar customer experience?" with James Dodkins, Founder & CX Rockstar @Rockstar CX Thu, 18 Jul 2019
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16 - "How to use tech to improve CX in FinTech?" with Abhinav Sinha, Co-founder @Eko India Financial Services Thu, 11 Jul 2019
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15 - "CX challenges and opportunities for FinTech in India" with Lizzie Chapman, CEO & Co-founder @ZestMoney Thu, 04 Jul 2019
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14 - CX Conversation with Toni Newman: how to deliver the most insanely innovative CX? Thu, 20 Jun 2019
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13 - CX Conversation with Nienke Bloem: how to make your customer experience great by design? Thu, 13 Jun 2019
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12 - CX Conversation with Michael Bartlett: how to prepare for CCXP exam? Thu, 06 Jun 2019
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11 - CX Conversation with Annette Franz: demystifying the customer journey. Thu, 30 May 2019
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10 - CX Conversation with Sue Duris: how to deliver great digital customer experience? Thu, 23 May 2019
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9 - CX Conversation with Nicole Cable: balancing healthcare and patient experience Thu, 16 May 2019
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8 - CX Conversation with Himanshu Nautiyal: how AI can be used to improve customer experience? Thu, 02 May 2019
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7 - CX Conversation with Ian Golding: what it takes to really deliver exceptional customer experience? Thu, 18 Apr 2019
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6 - CX Conversation with Vijetha Shastry: how future tech is shaping customer experience today? Thu, 04 Apr 2019
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5 - CX Conversation with Gavin Scott: the connection between customer service and customer experience. Thu, 21 Mar 2019
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4 - CX Conversation with Maurice FitzGerald: how to manage customer experience in B2B enterprise world? Thu, 07 Mar 2019
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3 - CX Conversation with David McCann: how employee experience influences CX. Thu, 21 Feb 2019
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2 - CX Conversation with Hubert Joseph-Antoine: CX management in large enterprises Sun, 10 Feb 2019
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1 - CX Conversation with Rajarshi Sen: CX in Healthcare Sun, 10 Feb 2019