How often do you think about customer experience? Marketers put tons of time and energy into creating a brand to communicate a value proposition that makes people feel a certain way about their company. But good marketers know that it’s not about brand, but brand perception developed through conversations and interactions with customers.
Today, we’re talking to Chris Paul, head of customer experience at CoSchedule. He describes how different departments and employees at a company can work together to make sure they are on the same page when it comes to the company’s brand and adding value to customer experience.
Some of the highlights of the show include:
- Learn about your brand from both customers and co-workers
- All products, services, and solutions evolve over time; so do customers’ needs and demands
- Consider product market fit and then pivot and make changes when necessary
- Dawn of a new era where customers are not afraid to tell you what they think
- Know customers’ experiences and expectations to create positive experience
- Help customers grow and be successful by orchestrating value and addressing their pain points/problems
- How to identify existing and future stakeholders
- Offer customers on-demand support via various channels, including social media
- Delegate and streamline support requests to effectively respond to customers
- Improve customer experience by aligning and collaborating with departments and teams, don’t silo them
Links:
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