As we hit and pass the year mark of this pandemic, it’s a great time to revisit some popular conversations that I’ve had with leaders in a wide range of industries. We’ve learned so much about how to reorient our businesses towards customers and our employees during this unprecedented time. I’ve seen changes accelerated in ways never experienced before, and this is only the beginning.
Today, I’m revisiting a conversation I had with Leslie Stretch, the President and CEO of Medallia, a SaaS platform leading the market in the understanding and management of experience for customers, employees and citizens. Leslie talks about how the pandemic has become “digital disruption at massive scale,” and the positive impacts this can have on the customer experience.
Leslie is quite passionate about using technology to analyze customer data, and to understand and anticipate customer needs. You’ll find a lot of value in our conversation. Enjoy!
What Should Customers and Leaders Expect in the Future Regarding In-Person Experiences?
“The future is a hybrid” of experiences, says Leslie. In our conversation, we discuss that there will be times where you do things in person, and there will continue to be times where you connect digitally. He believes that in the grand scheme of things, we should reconsider the amount of non-essential traveling we do to the office and for other events.
Take Advantage of All the Feedback You Can Analyze from Customers
“And now we can use technology to talk to millions of customers at once and the machine reads the feedback and analyzes it for us, so we can leverage the technology. And I think that’s really important. So not interacting with your customers when the technology is there and being connected, especially now seems to be a missed opportunity,” says Leslie, regarding collecting feedback from customers. “There’s ways to listen and talk and watch at scale. Taking advantage of it will save lots of product iterations, it will save lots of modest changes.”
There's ways to listen and talk and watch at scale. Taking advantage of it will save lots of product iterations, it will save lots of modest changes. -- @LeslieStretch, CEO @medallia #CX Click To Tweet
Determine How You’ll Interact with Your Customers in the Long-Term
Leslie says, as a leader. you have to “think about the vision of the future. What’s the future? And how do you think about the long term? I think that’s key. How do you think about the interaction of the all the constituents? You know, if you’re not serving their employee, community, your team members there — you’re one of them, too. How do you expect them to serve up a fabulous customer experience?”
“A great litmus test question for me is what do you do even if you’re not using technology? How do you think about that interaction with everyone from the frontline individual contributor to the manager, to you know, the back office? How do you think about those people and their roles and their contribution and connection with the customer? What are you doing to make that connection for everybody in the company?”
How do you think about that interaction with everyone from the frontline individual contributor to the manager, to you know, the back office? -- @LeslieStretch, CEO @medallia #CX Click To Tweet
About Leslie Stretch
Leslie Stretch received a B.A. Honors degree in Economics and Economic History from the University of Strathclyde, Scotland, and a Postgraduate Diploma in Computer Systems Engineering from the University of Edinburgh, Scotland.
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