cover of episode #37 The Need For Speed in Customer Experience

#37 The Need For Speed in Customer Experience

2024/7/3
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Experts of Experience
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Lauren Wood
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Tom Williams
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Tom Williams: Discount Tire 的成功源于其独特的客户体验策略，核心在于员工赋权和同理心。免费修理轮胎的服务体现了公司的价值观，也提升了客户满意度。从基层员工做起，逐步晋升到首席体验官的经历，让他对业务有了全面的了解，并能更好地理解员工的需求。他强调倾听员工意见，并赋予他们权力，鼓励他们做出更好的选择，从而提升客户体验。公司通过走访一线员工，收集反馈，并实施改进措施。在选择改进方向时，会根据公司战略进行判断，并区分重要性和紧急性。成功的并购关键在于企业文化的融合，特别是价值观的契合。Discount Tire 的使命是‘实现梦想’，这有助于公司内部以及与被收购公司的文化融合。公司通过将客户安全放在首位，并展现同理心来实现客户的梦想，在客户遭遇困境时提供帮助，而非雪上加霜。 Lauren Wood: 采访中，Lauren Wood 与 Tom Williams 探讨了 Discount Tire 的客户体验策略，并就员工赋权、技术应用、企业文化、以及公司如何平衡投资与成本等方面进行了深入交流。她对 Tom Williams 的职业发展历程、公司文化以及客户体验策略表示赞赏，并就一些关键问题进行了提问，例如如何选择改进方向、如何平衡投资与成本等。

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On this episode, Tom Williams, Chief Experience Officer at Discount Tire, shares his journey from a part-time tire technician to a leadership role. He emphasizes the importance of empowering employees and listening to their ideas. Plus, he explains how Discount Tire prioritizes the customer experience by introducing innovative concepts and technology.

Key Takeaways:

  • Empowering employees and listening to their ideas leads to great choices and better customer experiences.
  • How Discount Tire prioritizes the customer experience 
  • Ways Discount Tire uses technology to empower and educate consumers in their tire-buying process.
  • Why Discount Tires evaluates success based on whether they are building dreams for their people and generating profits to invest in their vision for the future.
  • Starting with empathy is key when designing customer experiences.

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