Are you going to deliver something that's good or are you going to focus on just launching because you're feeling pressured to launch because you can't miss a delivery date? Hi, I'm Zachary Paradis. I'm a CX leader at Publicis Sapient. And today I'm going to be answering popular questions on the internet about customer experience.
Someone anonymous on Quora asks, how do you become a customer experience legend?
A lot of people graduate with the idea that they can kind of enter a company and just start doing it. And the reality is that traditional companies are just often not built to do this. So I think the way you become a legend is by having the patience to actually create the change.
Nico Garazzo on Reddit asks, how did you get started in customer experience? And how did you get to where you are now?
I thought I was going to be a clinical psychologist and a professor. And at some point in my career at University of Chicago, I fell in love with this idea, this idea of design. I then started to become a designer, but realized over the years that my anthropology and psychology were actually incredibly relevant because understanding the idea, the cognition of people and the behaviors of people and their cultural values, attitudes, and beliefs was a powerful way to inform how to do design and ultimately how to manage customer experience. And that stays with me today.
Okay, Savarm on Reddit asks, why should I care about the happiness and sadness of experiences which are temporary and whose memory will fade over time?
It's an interesting question. I guess one is more asking, why should an organization care about them or why should people in an organization care about them? First and foremost is customer choice. A single bad interaction with a company can drive a customer away from that brand forever.
Diane on Quora asks, what is the difference between innovation and new product development?
Great question as well. Innovation is about creating new value for people and that can come in many ways. You can do that by creating a new product. You can do it by creating a platform. Too often that the only innovation that exists is breakthrough innovation. Like the iPhone is a breakthrough innovation. The internet is a breakthrough innovation. But the reality is that innovation exists at every level. With optimization, you have incremental innovation. You have an opportunity to create new value for a set of people, for customers and for a business. And people can get really good at that.
Chris on Quora asks, what is the influence of company culture on customer experience?
Wow, what a great question, Chris. The idea of servant leadership really matters. If the culture and the values always points back to something that's contrary to servant leadership, it's not going to really matter. You'll have incremental improvement, but you won't make the leap. Really focusing on solving the problems of the people who you serve is really paramount to drive outcomes. Asked and answered. There you go.