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Contenuto fornito da In The Know - A Customer Experience Podcast. Tutti i contenuti dei podcast, inclusi episodi, grafica e descrizioni dei podcast, vengono caricati e forniti direttamente da In The Know - A Customer Experience Podcast o dal partner della piattaforma podcast. Se ritieni che qualcuno stia utilizzando la tua opera protetta da copyright senza la tua autorizzazione, puoi seguire la procedura descritta qui https://it.player.fm/legal.
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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
Contenuto fornito da In The Know - A Customer Experience Podcast. Tutti i contenuti dei podcast, inclusi episodi, grafica e descrizioni dei podcast, vengono caricati e forniti direttamente da In The Know - A Customer Experience Podcast o dal partner della piattaforma podcast. Se ritieni che qualcuno stia utilizzando la tua opera protetta da copyright senza la tua autorizzazione, puoi seguire la procedura descritta qui https://it.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 episodi

Artwork
iconCondividi
 
Manage episode 182363268 series 1393299
Contenuto fornito da In The Know - A Customer Experience Podcast. Tutti i contenuti dei podcast, inclusi episodi, grafica e descrizioni dei podcast, vengono caricati e forniti direttamente da In The Know - A Customer Experience Podcast o dal partner della piattaforma podcast. Se ritieni che qualcuno stia utilizzando la tua opera protetta da copyright senza la tua autorizzazione, puoi seguire la procedura descritta qui https://it.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 episodi

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