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What are the most effective strategies for transforming customer experience?

Being curious is number one: Be open to understanding that different people interact differently with technologies, sometimes in the way you designed and sometimes not in the way you designed. Having the curiosity to go out and try to understand that better is key. In the consumer product space, we would do in-home visits and got to see some really unexpected uses for things like bleach or toilet paper. It’s not the way you would expect to go to market with a product but they’re interesting insights once you understand where people are coming from.

Anonymous Author
Being curious is number one: Be open to understanding that different people interact differently with technologies, sometimes in the way you designed and sometimes not in the way you designed. Having the curiosity to go out and try to understand that better is key. In the consumer product space, we would do in-home visits and got to see some really unexpected uses for things like bleach or toilet paper. It’s not the way you would expect to go to market with a product but they’re interesting insights once you understand where people are coming from.
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Anonymous Author
Go sit down with your customer for a day and see what they do first-hand. When I was at eBay, we had customer experience sessions where we would sit down with the customer service agents and shadow them. We listened in on those phone calls directly to see their experience. On one hand we saw buyers and sellers dialing in and doing different interactions and we learned their pain points. At the same time, we’re with the agents themselves witnessing how they use the tools we build to support them. How do they look up the file? How do they validate information coming back through? That was really eye-opening and I really enjoyed it because I understood eBay's customers more and the pain points they had. I also understood the eBay employees who had to deal with that directly. And I had a much higher level of respect for them. Just think about if you had to take these inbound calls from people who are mostly complaining all the time. They're resolving disputes and it takes a certain type of personality to handle that. Making sure you have tools to support them makes their job easier. I learned quite a bit from that. It's the kind of experience that leads to incredible internal and external customer satisfaction.
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