Lee Schofield’s Post

A killer experience is a defining moment for any customer. I love that Esha Joshi and Varun Puri over at Yoodli are investing in the success of their customers early. Does this #opportunity suit you? Maybe so if you: - Enjoy late night walks on the beach dreaming about all things customer delight - Get excited about building the earliest foundational processes and onboarding workflows for new customers to realize product time-to-value as quickly as possible - Love being BFFs with the very people that make it possible for you to exist in the first place: Customers. Everyone at the company is attached at the hip to customer experience... only this role gets the thrill of blazing the actual trail. As with any #startup job, #builders wanted. It's not easy to be the first in function. It requires you cut through high levels of ambiguity, operate without a map, and solve impossible puzzles missing lots of pieces. But wow, is it fun. #hiring #customersuccess Madrona

I have a secret, and it's scary. CX (candidate experience) informs EX (employee experience) informs CX (customer experience). If a company is hiring for Customer Experience and their hiring process is shitty, there is a toxic culture ahead and a LOT OF WORK to get the customer function right. You want magical amazing customer experiences? Start by making sure your hiring process is awesome. What's awesome? Efficient Informed Empathetic Is anyone surprised that these are the same traits customers look for when engaging customer teams? Shhhhh. It's a secret. The call is coming from inside the house.

Thrilled to share the news!! Fellow Healthcare Fans: Medallia Advisory Services is adding another Principal CX Advisor to the #healthcare team! Please reach out with questions! Talking about Medallia—and our efforts to #modernize human listening and actioning—is one of my favorite topics to discuss! #humanexperience #medallia #patientexperience #healthcareprovider #cpxp #ccxp #hiring

Client: Samsung Title: Product Manager  Location: Mountain View, CA Onsite from day-1, Hybrid (3 to 4 days a week in office). Role and Responsibilities: What you'll be doing: • This person will drive initiatives that define the next gen. engaging and high converting experiences for flagship native and flutter (hybrid) shopping apps for Android and iOS devices.   • Internalize and deeply understand Samsung’s mission and strategies, as well as the mission and objectives of the eCommerce team  • Distill vision and strategy for the team, get all members of cross-functional team excited  • Be data centric to make informed product direction, whether in the form of competitive intel, customer behavior or other business metrics. Solicit and embrace critical feedback  • Drive innovation, definition, deliverables planning (roadmap) and design of entirely new products and features to deliver against team and company goals  • Drive cross-functional team to set qualitative objectives and quantitative goals  • Drive definition of and execution against product go-to-market plan, including phasing and training  • Write product specifications and work with UX designers to build the Mocks • Work with development and quality assurance engineers to build and ship the features • Monitor and measure launched products and feed learnings back into product development process  • Clearly communicate product plans, benefits and results, as appropriate, to both internal stakeholders and external stakeholders. • Has strong technical and analytical skills and is proficient in Confluence, JIRA, Smartsheet/Airtable, Tableau/Google Analytics/Firebase or other analytics tool.  Skills and Qualifications: Bachelor’s degree in business or computer science or equivalent.  8+ years of experience delivering highly successful experiences/campaigns or both, with your fingerprints all over them which you’re extremely proud of what you’ve accomplished. Master degree in business, technical or equivalent field is preferred, along with 6+ years of experience.  Having prior experience in the eCommerce apps or other engaging mobile apps is must have  Stellar design instincts and product taste  A high bar across the board - from your own contributions to the people you work with to the products you work on  A “leader” personality - biased toward action, great collaborator and master disambiguator/simplifier - constantly pushing toward clarity and delivery Grittiness. You never hesitate to roll up your sleeves and tackle something hands-on, you persevere when others fall away  Finger-tippiness with data: you just go get the data you need with no muss/fuss and can whip it into an insightful story with no help. You know how to leverage data to make decisions without getting stuck in analysis paralysis  A never-ending desire to learn and grow APPLY NOW - divya@datapioneer.com

30-Day Challenge getting 1% better in Customer Success Day 7: Customer Feedback -- NPS ➡️ Research methods for collecting and analyzing customer feedback ➡️ Design a simple feedback survey for customers 🚀 During my hotel years this was a critical component of transient guest feedback and making improvements I took this knowledge into WeWork using NPS and feedback results to hone in these skills. Now with these skills I thrive in this environment within SaaS Customer Success in developing surveys and touchpoints. Learning these skills will set you apart as you grow into your Customer Success career. #growth #learning #hr #career #nps #customersuccess #pivot #startup

While reading Empowered by Marty Cagan & Chris Jones, something that really struck a chord with me were my learnings about customer centricity. First, the author talks about how it is common for a product person to consider that they have different customers where they assume multiple business stakeholders to also be customers and confuse between the two. 🚫 Second, this practice of considering various business stakeholders as customers dilutes the role of the real customer. 🤔 Third, the author mentions that for the product teams and product people to be in-sync with the company’s customers, they can have a minimum of 3 one hour customer interactions and share their learnings and stories widely across teams and the company. This helps product folks to develop a deep personal knowledge about the company’s users and customers. 👩💻 Lastly, I re-learnt that my job as a product person is not to ask customers what to build, rather it is about placing importance on innovating on behalf of them. This can be practiced by learning about user behavior and pain points through various qualitative and quantitative ways by avoiding leading questions! 💡 Would you consider talking to your customer once a week? Thoughts? Would love to know how product teams function in your firms. Comment down below! #productmanagement #customerexperience #customercentricity #openfornewopportunities #opentowork #empowered

How do you find the best customer experience leader for your organization and what should they be doing? When you are hiring your CX leader: - Hire someone with a stong CX background, experience in operations, but they don't need to have specific knowledge of your particular market. - They must be a great communicator and skilled at bringing people together. - Look for leaders who can connect data to insights to actions. - Have the presence to be the voice of the customer and employee in every room they enter. https://lnkd.in/eZcaDma8 #toppodcast #tonytips #cx #cxleader #customerexperience #futurism #entrepreneur #businessgrowth #money #marketing #b2b #startup #b2c