Often Imitated: CX Stories from History

What Burgers Teach Us About Two-Way Conversations with Kyle Lacy, CMO at Lessonly

Episode Summary

In order to understand how CX leaders can create two-way conversations with their customers, we go back and take a look at a burger company that had to physically create a new way to have conversations.

Episode Notes

Experience: Creating two-way conversations with your customers

Inspiration: In-n-Out Burgers

Modern Day Execution: Kyle Lacy, CMO of Lessonly

Three Takeaways

• Organizations need to have two-way conversations with their customers and their employees. The best customer experiences are those that allow customers to feel heard.
• Your employees are your most valuable resource in generating conversations. Companies with great customer experiences invest in their employees.
• Create simple, great experiences that allow customers to grasp the environment in which they are working.

Key Quotes

• "If you make an experience simple and you make it great, I think you're winning."
• "There's a huge difference between lecturing and coaching. Coaching is working with someone and helping them do it. That's where real training and development happens."
• "You should be thinking about the prospect experience all the way to the first purchase, all the way to the second, third, and fourth purchase of the customer lifecycle."
• "It's easy to make something that's beautiful by eliminating constraints. What we're after something that's deeper than beauty.  We're after something that transcends. "

Links

• Kyle's LinkedIn
• Lessonly

Thanks to our friends

This podcast is presented by Oracle CX. 

Hear more executive perspectives on CX transformation at Oracle.com/cx/perspectives