![]() ![]() Take Your Leadership Teams Through the Customer Journey ![]() By listening, they’re able to analyze responses, understand the customer journey, and determine how to move forward. Yamini and her leadership teams and C-Suite spend time listening to customer calls and support interactions. ![]() Since they’re invested in the vision, her conversations are often around prioritization and sequencing the right set of actions to take. Yamini tells that her leadership teams and C-Suite are all invested in being customer-focused. Yamini would ask customers, “What’s good about Dropbox – what is not good about Dropbox, and where can we continue to improve.” She explains that they spent time going over the responses to determine what actions they needed to take next. She spent the first 3 months listening to employees and customers so she could understand both perspectives she needed to know what was and wasn’t working and take those suggestions into account during planning. Yamini shares that she developed a one-year plan within the first 90 days of her role. As CCO, her role is about embedding the customer centricity into the DNA of the company. The goal was to prevent departments from becoming siloed in their operations. Ince Dropbox has gone through a hyper-growth period, Yamini shares that it was important that her teams united internally to focus on customers. Prevent Siloed CX Work at Large Scale Companies Yamini shares strategies that she has employed within Dropbox, that keeps her leaders and C-Suite aligned to the same goals of customer-centricity. ![]()
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