Samuel Wilson, Executive Vice President and Chief Financial Officer.
A new battleground is emerging … have you got the insights you need? As leaders, we spend much of our working day managing functional and business unit agendas plus a myriad of external issues. And that’s before we find the time to walk in the shoes of our customers. As 8x8 Chief Customer Officer, this is something I do as often as possible, by scheduling time for it.
Imagine yourself as the customer. Be holistic and take a 360-degree perspective:
The buying experience:
The product / service experience:
After-sales service:
At 8x8, we go through this process regularly. Most recently we have spent a great deal of time optimizing our product user experience. We are focused on creating a truly intuitive service, which ranges from enhancing user interfaces through to our pricing. Many of our service offerings are now offered at everyday low pricing to reflect current customer needs.
So, why is this important? Firstly, it goes without saying, it's easier to keep a customer than win a new customer. This applies to all businesses, no matter the size and scope. And secondly, customer experience really is the new battleground. Make the time to think and feel what your customers do and the insights will go a long way to keep you competing successfully.
Best wishes, Samuel Wilson