Would you ever require someone to have a conversation with your company’s founders before closing a deal? As in, you won’t sell your product to them unless they agree to talk to your leadership?
Hundreds of conversations later, this unique and uniquely valuable strategy was the foundation for building customer success into the very fabric of the organization before beginning to scale. It meant doing something that doesn’t scale to learn how to provide something that does — value across the entire customer experience (CX).
“One of the biggest pain points to good experience is time to value,” he said. His objective became delivering that value using data as quickly as possible.
Eric, Cofounder and Chief Operating Officer at Flatfile, wanted to build a bridge between messy data and the idea of usable, happy, structured data that we all want inside our systems. By putting the human first, he and David constructed a whole new picture of customer success based on customer experience and value.
Eric talked with me about…
• Why customer experience is a journey
• What the relationship is between CX and CS – Customer Success
• What can be learned from talking to every customer
• How to focus on adding comfort, while still removing the pain for customers
• Why and how every team member must make informed decisions
And a final fun fact here: Eric hosts the podcast Customer Success Leader.
Building Customer Experience From the Ground Up
Listen to the entire conversation with Eric Crane of Flatfile right here:
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Video Highlights: Building Customer Experience From the Ground Up
Check out the top five video highlights from the discussion with Eric Crane of Flatfile below…
1. Customer Experience as a Journey
2. Customer Experience vs Customer Success
3. Talking to Every Customer
4. Removing Pain and Adding Comfort to Reduce Buyer’s Remorse
5. Decision Making by “Informed Captains”
Links Related To This Conversation:
Similar Episodes You’ll Enjoy:
- “How UX Drives CX (and the Entire World Economy)” with Bob Berry (Principal UX Researcher, AnswerLab)
- “3 Ways to Improve Data Literacy” with Piyanka Jain (President and CEO, Aryng)
- “Using Tech to Scale the Human Touch” with Stef Caldwell (Senior Customer Success Leader and Community Architect, Narrative Science)
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