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What does it mean to be customer obsessed?
Arşivlenmiş dizi ("Etkin olmayan yayın" status)
When? This feed was archived on October 30, 2023 01:01 (). Last successful fetch was on September 29, 2023 05:25 ()
Why? Etkin olmayan yayın status. Sunucularımız bir süredir geçerli bir podcast beslemesi alamadı
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Manage episode 294334137 series 2843995
Catherine Richards said one way Tesco Bank builds a CX culture is through positive disruption.
“And what I mean by that is, as leaders, you need to know when to make a call to positively disrupt how you're working,” said Richards, who is head of design at Tesco Bank.
An example was introducing Customer Wednesdays, a day dedicated in the week to spending time with the bank’s customers. They started that four years ago, bringing in customers to get feedback early in the design process. That’s continued during the pandemic, just that now they get that feedback remotely.
“When you tell a story about a customer that you've seen, or you've spent time with, there's just something about that, that people remember. They remember the customer stories,” Richards said.
In her conversation with Janelle Estes, Chief Insights Officer at UserTesting, Richards goes on to discuss:
- What is the role of leadership in driving customer-centric design and experiences
- What metrics or KPIs does her team directly or indirectly influence
- How has the financial services/bank customer experience evolved over the course of your career?
Follow our new show: Insights Unlocked
62 bölüm
Arşivlenmiş dizi ("Etkin olmayan yayın" status)
When? This feed was archived on October 30, 2023 01:01 (). Last successful fetch was on September 29, 2023 05:25 ()
Why? Etkin olmayan yayın status. Sunucularımız bir süredir geçerli bir podcast beslemesi alamadı
What now? You might be able to find a more up-to-date version using the search function. This series will no longer be checked for updates. If you believe this to be in error, please check if the publisher's feed link below is valid and contact support to request the feed be restored or if you have any other concerns about this.
Manage episode 294334137 series 2843995
Catherine Richards said one way Tesco Bank builds a CX culture is through positive disruption.
“And what I mean by that is, as leaders, you need to know when to make a call to positively disrupt how you're working,” said Richards, who is head of design at Tesco Bank.
An example was introducing Customer Wednesdays, a day dedicated in the week to spending time with the bank’s customers. They started that four years ago, bringing in customers to get feedback early in the design process. That’s continued during the pandemic, just that now they get that feedback remotely.
“When you tell a story about a customer that you've seen, or you've spent time with, there's just something about that, that people remember. They remember the customer stories,” Richards said.
In her conversation with Janelle Estes, Chief Insights Officer at UserTesting, Richards goes on to discuss:
- What is the role of leadership in driving customer-centric design and experiences
- What metrics or KPIs does her team directly or indirectly influence
- How has the financial services/bank customer experience evolved over the course of your career?
Follow our new show: Insights Unlocked
62 bölüm
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