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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#17: Why Having a Remote Culture Improves Customer Experience (Nick Francis, Help Scout)
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Manage episode 182363268 series 1393299
Content provided by In The Know - A Customer Experience Podcast. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by In The Know - A Customer Experience 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.
Company culture plays a large role in delivering memorable customer experiences. If everyone is bought into the mission, you'll have an easier time creating surprise and delight moments. Plus, it will be easier to stay close to the customer's needs and wants. In this episode, we're interviewing Nick Francis, the CEO of Help Scout, a help desk software with over 8,000 customers across 140 countries. We’re learning why Help Scout decided to have a remote culture and how that improve their customer experience, how that increased their customer retention, and what metrics were affected by this decision. Additional topics include: - What the connection is between remote workers, culture, and customer experience? - What are common customer experience mindsets that are better suited as myths? - Specific roadblocks that companies face when trying to achieve excellent customer experience?
…
continue reading
28 episodes
MP3•Episode home
Manage episode 182363268 series 1393299
Content provided by In The Know - A Customer Experience Podcast. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by In The Know - A Customer Experience 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.
Company culture plays a large role in delivering memorable customer experiences. If everyone is bought into the mission, you'll have an easier time creating surprise and delight moments. Plus, it will be easier to stay close to the customer's needs and wants. In this episode, we're interviewing Nick Francis, the CEO of Help Scout, a help desk software with over 8,000 customers across 140 countries. We’re learning why Help Scout decided to have a remote culture and how that improve their customer experience, how that increased their customer retention, and what metrics were affected by this decision. Additional topics include: - What the connection is between remote workers, culture, and customer experience? - What are common customer experience mindsets that are better suited as myths? - Specific roadblocks that companies face when trying to achieve excellent customer experience?
…
continue reading
28 episodes
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