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E36 Agnes So - From artistry to Apple: How to delight customers & win their loyalty
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"You really want it to get into people's heads what the change is. You want it to be their new reality or the new normal. Storytelling is effective because stories are shared from generation to generation, remembered for a reason… because they stick in your brain."
Agnes So
In this episode you’ll hear about:
- Improving support levels & customer satisfaction: How to win customer loyalty through understanding frontline perspectives, fostering collaboration & aligning organisational goals with customer needs
- The power of storytelling: Exploring storytelling as a powerful leadership tool for driving change and how the way you use stories can change how you inspire, communicate complex ideas, and drive cultural shifts within organisations.
- Adaptive leadership: Setting up and managing a team where members are enabled to implement effective solutions and drive positive outcomes and you can remain flexible and free
- Lean approaches in startups: The necessity of lean approaches in startup environments, and strategies to improve resourcefulness, efficiency and flexibility to navigate challenges and foster growth
- Strategic prioritisation: The key to understanding when and where to focus time, energy and resources and identify quickly initiatives that will deliver the most significant impact
Key links
HotDoc https://www.hotdoc.com.au/
Tino Sehgal https://www.mariangoodman.com/artists/62-tino-sehgal/
This Progress at Guggenheim https://www.guggenheim.org/artwork/22502
GROW Framework https://www.coachingcultureatwork.com/the-grow-model/
Good Strategy, Bad Strategy by Richard Camel https://www.youtube.com/watch?v=4uWKEG0s9Kc
About our guest
Agnes So (www.linkedin.com/in/agnes-so/) had gained over 10 years of customer service experience prior to joining HotDoc in 2017. Agnes' main expertise include developing Customer Experience (CX) strategies, aimed at reducing churn and maintaining high customer satisfaction levels. Her work also informs and leads Go To Market events, ensuring the successful implementation and adoption of products for customers and employees.
By focusing on technology and self-service techniques, Agnes empowers customers to seamlessly utilise and learn new products. Her leadership experience extends to refining customer journeys based on insights, and fostering impactful brand interactions.
About our host
Our host, Chris Hudson (https://www.linkedin.com/in/chris-hudson-7464254/), is a Teacher, Experience Designer and Founder of business transformation coaching & consultancy Company Road (www.companyroad.co).
Chris considers himself incredibly fortunate to have worked with some of the world’s most ambitious and successful companies, including Google, Mercedes-Benz, Accenture (Fjord) and Dulux, to name a small few. He continues to teach with University of Melbourne in Innovation, and Academy Xi in CX, Product Management, Design Thinking and Service Design and mentors many business leaders internationally.
For weekly updates and to hear about the latest episodes, please subscribe to The Company Road Podcast at https://companyroad.co/podcast/
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