In order to understand how CX leaders can create two-way conversations with their customers, we go back and take a look at a burger company that had to physically create a new way to have conversations.
Experience: Helping companies master the tools their employees need to be successful
Inspiration: In-n-Out Burgers
Modern Day Execution: Kyle Lacy, CMO of Lessonly
- “If you make an experience simple and you make it great, I think you’re winning.”
- “There’s a huge difference between lecturing and coaching. Coaching is working with someone and helping them do it. That’s where real training and development happens.”
- “You should be thinking about the prospect experience all the way to the first purchase, all the way to the second, third, and fourth purchase of the customer lifecycle.”
- Organizations need to have two-way conversations with their customers and their employees. The best customer experiences are those that allow customers to feel heard.
- Your employees are your most valuable resource in generating conversations. Companies with great customer experiences invest in their employees.
- Create simple, great experiences that allow customers to grasp the environment in which they are working.
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This podcast is presented by Oracle CX.
Hear more executive perspectives on CX transformation at Oracle.com/cx/perspectives