In every stage of growth, a brand develops new needs and requires different solutions. What worked at the previous level may not transfer to the next one. Failing to recognize when that is the case can cost a company dearly.
These friction points could be anything from outdated customer service software to outgrown or immature operations. The key? Listen to customers. Consider the situations they’re in while using the relevant product or service, and adapt practices to reflect their reality.
Addressing outdated processes could mean removing roadblocks between customers and company representatives, opening the doors for more human touch and direct support — automated responses are only helpful so long as the way is clear for more in-depth connection, as needed.
Contrary to popular belief, the larger a brand gets, the more personal its customer experience should be. Customer empathy reigns as a leading force for continued growth.
What does that look like for a global ecosystem and vast product array? And how do we remove “intentional friction” for prolonged returns?
We spoke with Naomi Wheeless, Global Head of Customer Success at Square, where she shepherds the delivery of a great customer experience in a high-growth environment, across a complex ecosystem, with dozens of products. Naomi has built a robust career as an operations leader across organizations such as Bank of America, ServiceMaster, and Capital One.
Naomi is a steadfast leader who has successfully built and led a diverse team of over 1,000 employees across 10 countries for the past 6 years. She increased sales opportunities by 300% after removing a point of intentional friction and applying customer empathy to new initiatives. Listen in to hear that story!
Other insights from this conversation with Naomi:
- What customer empathy really means and how to increase it
- How a tech team inside your specific business unit is advantageous
- How Square’s remote transition has lead to a happier and more diverse workforce
- Ways to successfully manage a team of more than 1,000 employees across 10 countries
Creating Human Connection Within a Global Ecosystem
Hear Episode 263 and any other episode of The Customer Experience Podcast in your preferred podcast app …
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We also embed the full conversation and make it searchable right here in these blog posts. The recording with Naomi Wheeless is right here …
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Video Highlights with Naomi Wheeless of Square
Check out the top five video highlights from the discussion about creating more human-to-human moments in the customer experience…
1. Definition of Customer Experience
2. The Role of Automation and The Role of People
3. The Benefits of a Tech Team Inside the Customer Success Organization
4. The Value of Human-to-Human Moments
5. The Incredible Consistency of Chick-fil-A
Links Related to This Conversation:
Other Episodes You’ll Enjoy:
- Episode 249 with Trina Dunham, Customer Success Leader at Red Hat “Generating Leads – and $25M – from Your Customer Success Team”
- Episode 171 with Michelle Lisowski, Global Director of B2B Marketing at Uber “The Goal is Better CX, Not Disruption”
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