The experience your customers have with your company is in some ways more important than the actual services you do for them – because it’s their experience with you that they will remember, not the exact processes or technological pieces that made the experience possible. To help us understand the importance of improving customer experience I invited Kathy Edmons on the show. Kathy is Senior Cloud Program Director at Teradata Corporation and her career path has given her ample opportunity to learn how to foster and improve the customer experience. On this episode, she shares why customer experience is more than reacting to events that occur, why you shouldn’t assume that you already know what to do to improve your customer’s experience of your company, and more. You’ll gain a lot of great insight from what Kathy has to share, so I hope you listen.
Improving customer experience is more than reacting to events.
When many people think about improving their customer’s experience they automatically think of solving problems and bringing a quick resolution to troubles their customers may have. But there’s far more to it than that. On this episode, Kathy Edmons explains why the mindset we have about customer experience has to be broader than simply reacting to events if we are going to give our customers the experience that keeps them loyal and happy over the long haul. She’s got great insights to share about being proactive when it comes to providing customer experience, so make sure you listen.
Why you shouldn’t assume you know what to do to improve customer experience.
When it comes to giving your customers the very best experience with your company possible, you may know some of the ways you can do that. But don’t assume too much. Your perspective will automatically be a bit skewed simply because you do not sit in the customer’s seat. You need to be able to know the facts about their experience with your company – from their perspective – in order to make decisions based on what is really happening, not what you think is happening. Kathy Edmons illustrates this point beautifully on this episode of The Success Talk Show, so set aside some time to learn from her experience.
Your work doesn’t speak for itself; you need to speak for your work.
Many people who want to have a positive impact on the customer experience their company provides don’t have a customer-facing role, so it’s hard for them to get a seat at the table when decisions that impact customers are being made. How can that person get a seat at the table? They have to be willing to step forward, to represent their work within the company and the way it impacts the customer’s experience – because contrary to popular belief – work doesn’t speak. Find out how Kathy Edmons discovered this powerful truth early in her career and how it applies to YOUR ability to get a seat at the table, on this episode.
Addressing work-life balance issues effectively by deciding what is important to you.
Every person pursuing a career struggles with achieving work-life balance. It’s a given. Kathy Edmons says that successfully handling those issues begins by deciding what is important to you – in both your career and in your family. Once you have a clear picture of your priorities you are able to make better decisions about what is required to make them a reality in your life, and you’re also able to push away the sense of urgency of work-related tasks when you’ve made a higher-priority decision. Kathleen provides very practical tips about work-life balance on this episode, so find out how they can help you make the right decisions in your life
Outline of This Episode
- [0:42] My introduction of Kathy Edmons, from Teradata Corporation.
- [1:25] How Kathy gets a seat at the table to have influence over customer experience.
- [6:15] Advice for those who want to get more hands-on connection with customers.
- [9:12] The common challenges to learning about your customers.
- [10:40] Tips for dealing with self-doubt and lack of confidence.
- [15:49] The things Kathy wishes she’d known earlier in her career.
- [17:30] The things that have allowed Kathy to zig-zag on her career path.
- [20:05] The best way you can connect with Kathy.
Resources & People Mentioned
- Kathleen Edmons on LinkedIn
- Episode 4 with Suzy Welch
- Episode 5 with Dr. Sarah Reiff-Hekking
- Donna’s YouTube Channel