Sri Velamoor - "CX Revenue Engine: How to Delight Your Way to Growth"
Sri Velamoor, Vice President of Global Support and Product Enablement at Workiva, discusses the importance of customer experience as a revenue growth driver. He emphasizes the necessity of addressing customers' emotional needs by aligning his concepts with Maslow’s hierarchy of needs. He also illustrates how exceptional customer experience can provide companies with a competitive edge, fostering growth by delighting customers and addressing their higher-level needs.
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Head of Custor Service Stepstone Deutschland Transforming Contact Centers: From Cost to Value Centers
What’s Inside [1:07] Introduction to Sri Velamoor [31:40] Full Podcast Episode [4:19] The Importance of Customer Needs Hierarchy to Revenue Growth [3:17] Customer Self-Actualization: Key to Company Growth and Success [2:40] Measuring User Happiness: Essential Metrics for Success [4:32] Utilizing Maslow’s Hierarchy to Uncover Customers’ Needs [4:21] Transforming Customer Experience: Empathy and Simplicity for Business Success [2:41] Focusing on Customer Delight to Gain a Competitive Advantage [0:40] Customer Experience as a Team Sport [1:06] Customer Focus: Simplifying Contracts for Lasting Relationships [0:46] Key Takeaway: Prioritize Customers’ Feelings and Self-Actualization [2:01] 1-10 Rating: Importance of Agent Turnover to Company’s Growth [0:59] Short: Utilizing Maslow’s Hierarchy to Uncover Customers’ Needs [0:43] Short: Transforming Customer Experience: Empathy and Simplicity for Business Success
Full Episode “Customers are people, and people have feelings. How you make them feel is significantly more memorable and impactful in terms of whether they choose to stay, spend, and recommend your business.” - SRI VELAMOOR
Full Episode: Topics Covered 1. Unveiling the Customer Hierarchy of Needs 2. The Impact of Emotional Engagement on Business Success 3. Elevating the Employee Experience for Enhanced CX 4. Reinforcing the Revenue Engine
(4:19 Video) The Importance of Customer Needs Hierarchy to Revenue Growth "There’s a direct connection between emotional and attitudinal loyalty and dollars in terms of how customers behave from their stay, spend, and recommend perspective.” — SRI VELAMOOR
(3:17 Video) Customer Self-Actualization: Key to Company Growth and Success "Successful companies like Apple and Canva have chosen to focus on the feelings of self-esteem and self-actualization that their products can evoke in consumers, significantly impacting their sustained growth.” - SRI VELAMOOR
(2:40 Video) Measuring User Happiness: Essential Metrics for Success “Understand the core actions users need to take on your platform and make it easier for them to do so. Track this diligently, and this will boost happiness, attitudinal loyalty, and financial metrics.” — SRI VELAMOOR
(4:32 Video) Utilizing Maslow’s Hierarchy to Uncover Customers’ Needs “To truly resonate with customers, companies must move beyond mere functionality to craft messages that inspire esteem and self-actualization, making customers feel proud and aligned with the brand's purpose.” — SRI VELAMOOR
(4:21 Video) Transforming Customer Experience: Empathy and Simplicity for Business Success “For every company, no matter what service or product you offer, you have to look at those moments of how your customer interacts with you and say, ‘How can I eliminate complexity? How can I introduce simplicity? How can I introduce delight?’” - SRI VELAMOOR
(2:41 Video) Focusing on Customer Delight to Gain a Competitive Advantage “The customer experience is a key differentiator. While customers can find the same features and products elsewhere, a great experience will keep them loyal to your products or services.” — SRI VELAMOOR
(0:40 Video) Customer Experience as a Team Sport “Customer experience isn’t just a job for CX officers; It’s a team sport that spans the entire company.” — SRI VELAMOOR
(1:06 Video) Customer Focus: Simplifying Contracts for Lasting Relationships “Focus more on delivering delight and putting yourself in the customer’s shoe than trying to hold them hostage with legalese.” — SRI VELAMOOR
(0:46 Video) Key Takeaway: Prioritize Customers’ Feelings and Self-Actualization “Your customers' feelings matter. Look at your processes and interactions across the board through the lens of how they would make me feel if I were on the other side.” - SRI VELAMOOR
(2:01 Video) 1-10 Rating: Importance of Agent Turnover to Company’s Growth “Focus on how your employees feel because if you can make them feel empowered and positive about where things are headed, they will do magic for you, resulting in great customer outcomes.” — SRI VELAMOOR
(0:59 Video) Short - Utilizing Maslow’s Hierarchy to Uncover Customers’ Needs “Recovering a customer through a dissatisfied experience or an escalation ends up translating into much higher growth.” — SRI VELAMOOR
(0:43 Video) Short - Transforming Customer Experience: Empathy and Simplicity for Business Success “For every company, no matter what service or product you offer, you have to look at those moments of how your customer interacts with you and say, ‘How can I eliminate complexity? How can I introduce simplicity? How can I introduce delight?’” - SRI VELAMOOR
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