cover of episode #47 Instilling a Customer-First Mindset at BILL

#47 Instilling a Customer-First Mindset at BILL

2024/9/11
logo of podcast Experts of Experience

Experts of Experience

Chapters

BILL instills a customer-first mindset by prioritizing customer focus as a core value, directly involving employees in understanding customer needs, and actively collecting customer feedback. This approach ensures that every employee, regardless of their role, keeps the customer in mind. As BILL has scaled, maintaining this customer-centric approach has been crucial for its continued success.
  • Customer focus is a core value at BILL.
  • Employees are encouraged to use BILL's products and understand customer pain points.
  • Customer obsession sessions are used to analyze customer experiences and identify areas for improvement.

Shownotes Transcript

On this episode, Sofya Pogreb, the Chief Operating Officer at BILL, discusses how BILL instills a customer-first mindset throughout the organization, the importance of customer support and experience, and how data is used to optimize customer experiences. Sofia also emphasizes the need for cross-functional collaboration and the role of the COO in championing customer focus. 

Tune in to learn:

  • How to instill a customer-first mindset
  • The role of the COO in championing customer focus
  • Why you should be measuring customer effort and employee effort
  • The ROI of having a customer-focus
  • The importance of empathy in customer experience

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