Time to Face Your Customers - WistiaFest 2017
•Download as PPTX, PDF•
0 likes•105 views
Time to Face Your Customers - WistiaFest 2017
Recommended
More Related Content
Similar to Time to Face Your Customers - WistiaFest 2017
Similar to Time to Face Your Customers - WistiaFest 2017 (20)
More from Wistia
More from Wistia (11)
Recently uploaded
Recently uploaded (20)
Time to Face Your Customers - WistiaFest 2017
- 1. Time to Face your Customers Support at Scale with Video
- 2. A bit of background…
- 5. Everyone deserves a better Customer Experience “Nearly all companies surveyed by Gartner (89%) believe that customer experience (CX) will be their primary basis for competition by 2016”
- 7. Empathy
- 8. “That's why I'm different. I can sense the slightest human suffering.” @georgecostanza Empathy
- 9. I feel you…. This should be interactive. We will ask question. We all benefit if you chime in. Also, bad jokes. No worries. No judgement. Do what you gotta do. Who is this clown? So Buzzwordy! Um, obviously. Goal: Leave you with 1 or 2 tools you can take home with you 1) Bordem 2) Distraction 3) Cynicism 4) Hope
- 10. Customers Founders Empathy is Exhausting So we build walls
- 11. Empathy is Exhausting So we build walls Supporters Engineers Exec Sales Product Customers
- 12. Empathy Fatigue
- 13. @ FullStory All-Hands Support
- 14. “90% of issue resolution is empathy” Nick Voigt, My Dad @nickcoast2coast WRT Support
- 15. Enter Hugging
- 16. “Hugger is an amazing new kind of job that mixes product management, marketing, communications, support, account management, and – when you need me to – deranged mad woman that puts even the CEO in his place with impunity.” Jaclyn Spangler, Hugger @jacspangler What is a Hugger?
- 18. Bionics
- 20. <segue>
- 22. “People buy from people they know and like.” ??? ??? @????? WRT Sales
- 24. Our foray into video
- 29. …but video and support?
Editor's Notes
- Gang. Thanks so much for joining us today. I’m going to start with a bit of an unconventional preamble: Yes, I’m a sales person and that traditional moniker helps define our working relationship. However, I also know that more and more, people would rather go to the dentist <insert your own awful thing> than interact with a sales rep.
- FullStory believes that Everyone deserves a better customer experience. So it it my job is to make sure that this isn’t a trip to the dentist. I want you to have an amazing customer experience as you evaluate FullStory and learn about how we can
- Gang. Thanks so much for joining us today. I’m going to start with a bit of an unconventional preamble: Yes, I’m a sales person and that traditional moniker helps define our working relationship. However, I also know that more and more, people would rather go to the dentist <insert your own awful thing> than interact with a sales rep. You know the drill: A typical sales person at a typical company would have already hit you with questions about your budget and authority and timelines... Could you imagine walking into a store and having someone asking you how much cash you have in your wallet? Or if you had to check with your wife to purchase something? That, gang, make for a horrible customer experience.
- Because Empathy is emotionally exhausting. In the early days of a company, the founders stay as close to the customers, they relish every thought good, bad or ugly. It is that empathy that helps a company build great products. But the traditional argument is that doesn’t scale well.
- And so layers are built between customers and leadership. Support becomes the first line and when need be they escalate Over time support is often the only org that understands the customer. And even then they can start to become numb.
- Gang. Thanks so much for joining us today. I’m going to start with a bit of an unconventional preamble: Yes, I’m a sales person and that traditional moniker helps define our working relationship. However, I also know that more and more, people would rather go to the dentist <insert your own awful thing> than interact with a sales rep. You know the drill: A typical sales person at a typical company would have already hit you with questions about your budget and authority and timelines... Could you imagine walking into a store and having someone asking you how much cash you have in your wallet? Or if you had to check with your wife to purchase something? That, gang, make for a horrible customer experience.
- Gang. Thanks so much for joining us today. I’m going to start with a bit of an unconventional preamble: Yes, I’m a sales person and that traditional moniker helps define our working relationship. However, I also know that more and more, people would rather go to the dentist <insert your own awful thing> than interact with a sales rep. You know the drill: A typical sales person at a typical company would have already hit you with questions about your budget and authority and timelines... Could you imagine walking into a store and having someone asking you how much cash you have in your wallet? Or if you had to check with your wife to purchase something? That, gang, make for a horrible customer experience.
- Gang. Thanks so much for joining us today. I’m going to start with a bit of an unconventional preamble: Yes, I’m a sales person and that traditional moniker helps define our working relationship. However, I also know that more and more, people would rather go to the dentist <insert your own awful thing> than interact with a sales rep. You know the drill: A typical sales person at a typical company would have already hit you with questions about your budget and authority and timelines... Could you imagine walking into a store and having someone asking you how much cash you have in your wallet? Or if you had to check with your wife to purchase something? That, gang, make for a horrible customer experience.