It didn’t all change in March 2020. Not really. The UK high street has been in the throes of a gradual revolution for decades. From the rise of ecommerce, to the birth of mobile, social commerce, and a growing emphasis on experience, change has been underway for a while. In fact for many, the pandemic has acted as a wake-up call. Digital transformation was no longer a ‘nice to have’ but a matter of survival. Necessity sparked innovation and customers are enjoying more flexibility and conveni ...
…
continue reading
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The three pillars of a great customer experience
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Manage episode 323907553 series 2843995
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Nick Mehta, CEO at Gainsight, believes there are three pillars to a great customer experience and he points to Peloton as an example.
One thing great about Peloton is they combine human and digital, Nick said.
First, you need a human connection. That could be a customer success manager at a B2B tech company. And for Peloton, it is the relationship with a coach. Nick’s favorite instructor Cody Rigsby for example.
The second pillar is the product. Nick said Peloton’s digitally-connected product delivers what he (the customer) needs and wants to know for a workout.
The third pillar is a community of other human beings. This is the leaderboard, which allows you to compete with the rest of the Peloton users in the same class as you and your type of equipment.
“That triad is the future,” Nick said.
In this bonus podcast episode, a previously recorded LinkedIn Live conversation, Roberts joined Andy MacMillan, UserTesting’s CEO, to discuss the concept of design thinking and why it’s so important for businesses. Their conversation was part of the User Tested book tour. The new book was co-authored by Andy and Janelle Estes, UserTesting’s Chief Insights Officer.
Listen to the episode for further insights.
To learn more about User Tested: www.usertesting.com/usertested.
Follow our new show: Insights Unlocked
62 episodes
Share
Archived series ("Inactive feed" status)
When?
This feed was archived on October 30, 2023 01:01 (
Why? Inactive feed status. Our servers were unable to retrieve a valid podcast feed for a sustained period.
What now? You might be able to find a more up-to-date version using the search function. This series will no longer be checked for updates. If you believe this to be in error, please check if the publisher's feed link below is valid and contact support to request the feed be restored or if you have any other concerns about this.
Manage episode 323907553 series 2843995
Content provided by UserTesting Podcast. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by UserTesting Podcast or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://player.fm/legal.
Nick Mehta, CEO at Gainsight, believes there are three pillars to a great customer experience and he points to Peloton as an example.
One thing great about Peloton is they combine human and digital, Nick said.
First, you need a human connection. That could be a customer success manager at a B2B tech company. And for Peloton, it is the relationship with a coach. Nick’s favorite instructor Cody Rigsby for example.
The second pillar is the product. Nick said Peloton’s digitally-connected product delivers what he (the customer) needs and wants to know for a workout.
The third pillar is a community of other human beings. This is the leaderboard, which allows you to compete with the rest of the Peloton users in the same class as you and your type of equipment.
“That triad is the future,” Nick said.
In this bonus podcast episode, a previously recorded LinkedIn Live conversation, Roberts joined Andy MacMillan, UserTesting’s CEO, to discuss the concept of design thinking and why it’s so important for businesses. Their conversation was part of the User Tested book tour. The new book was co-authored by Andy and Janelle Estes, UserTesting’s Chief Insights Officer.
Listen to the episode for further insights.
To learn more about User Tested: www.usertesting.com/usertested.
Follow our new show: Insights Unlocked
62 episodes
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Similar to Human Insight Podcast
It didn’t all change in March 2020. Not really. The UK high street has been in the throes of a gradual revolution for decades. From the rise of ecommerce, to the birth of mobile, social commerce, and a growing emphasis on experience, change has been underway for a while. In fact for many, the pandemic has acted as a wake-up call. Digital transformation was no longer a ‘nice to have’ but a matter of survival. Necessity sparked innovation and customers are enjoying more flexibility and conveni ...
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continue reading
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UXPodcast™ is a twice-monthly digital design podcast - hosted by James Royal-Lawson and Per Axbom - sharing insights about business, technology, people and society since 2011. We want to push the boundaries of how user experience is perceived and boost your confidence in the work you do.
…
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