00:00 / -00:00

Back to Podcast

 – Design and Implement an Exceptional Customer Experience Process

users

Hosted by HerBusiness

On air:

15 April 2014

 

Click to download the m4a file

Catriona Wallace of Fifth Quadrant believes that it is currently an “interesting time in business.” In a recent interview on the herBusiness podcast, Catriona explained that businesses have come to realise that “it is all about customer experience” and that it is no longer enough to do mass marketing and selling of products.

Catriona says the best way we can improve customer experience is to engage in ‘human-centred design’ or ‘customer experience design’, which involves bringing consumers into the business to design the end user experience, ensuring it relates to them. Wallace says “it is impossible to see the value in your customers without involving the customers in the process.”

Catriona identifies six components to the customer experience:
  1. how the organisation communicates with consumers,
  2. how the product is tailored to the consumer,
  3. what channels of communication customers prefer,
  4. how effective are the processes,
  5. how values do customers feel, and
  6. what price is paid (or value is received) for the whole experience.

Listen to this herBusiness interview with Catriona Wallace to learn:

  • The different customer-communication channels that are now open to
  • What we do to improve customer experience
  • Where to start with ‘designing’ extraordinary customer experiences
  • The role that feedback plays in constructing customer experience
  • What is overlooked in creating consumer experience by organisations

Subscribe to the HerBusiness podcast:

For more stories of remarkable women entrepreneurs, subscribe to the HerBusiness Podcast.

Apple Podcasts SPOTIFY

About the host

Suzi Dafnis

Hi there. I’m Suzi Dafnis, CEO at HerBusiness. My BIG passion is helping women business owners to grow and scale their business, so that they can create their ideal lifestyle and make a difference in the world. Every day I am inspired by the more than 30,000 amazing women (and men!) in our community and I love finding the best education, mentors, and resources from around the globe, to help them get the skills, knowledge, and support they need to succeed. It’s been my privilege to lead HerBusiness (formerly The Australian Businesswomen’s Network) for the past 23 years (two+ decades – WOW!) because, whilst I’ve enjoyed success in business, I’ve also experienced the highs and the lows – sometimes you can feel on top of the world and in control and other times you can feel isolated, exhausted and stuck. What has made the biggest difference for me has always been having great people around me and having a lifelong commitment to learning. That’s why I am so passionate about the work we do here at HerBusiness – providing a Connection Network for women in business to get the mentors, contacts, referrals, knowledge, and skills they need to grow their confidence, make more money, build their businesses, expand their network and create the lives they love. My entrepreneurial journey started in the spare room of my Sydney apartment in 1994 when my business partner and I started a boutique events company that represented speakers and authors from the USA, here in Australia. Over the years I’ve grown multiple multi-million dollar businesses in the events, publishing and education niches – with teams in Australia, New Zealand, and the USA. Not everything has worked and there has been a degree of trial and error, and a lot of bumps in the road. But I have always had a strong commitment to always surrounding myself with great mentors and like-minded peers – a Connection Network that I can depend on and who can depend on me to be there for them too. I truly do what I love, every day.  

view full profile

On social:

Facebook
Linkedin

About the guest(s)

Catriona Wallace

Catriona Wallace

Customer Experience Futurist and Chief Executive of Fifth Quadrant, Dr Catriona Wallace (Australia’s largest customer experience strategy, design and research firm), Catriona also leads ACA Research (a market research company) and Flamingo Ventures (a tech start-up and one of the world’s first Vendor Relationship Management companies) Catriona’s professional achievements are also paired with a deep commitment to no-for-profit organisations and advocacy for women and girls in Australia. As CEO of Fifth Quadrant, Catriona was presented with both the 2013 NSW Medium-Sized Business of the Year award and the overall NSW Business of the Year in the Telstra Business Awards. In 2014,  Catriona was selected as one of Australia’s top eight female entrepreneurs in 2014 by the US-based Springboard Program. Catriona has also led the development of Corpreneurism in Australia, which is the use of entrepreneurial innovation methods in Australian business. As a dynamic and international speaker, Catriona has spoken in over 15 countries, and is the most cited industry and media commentator on customer experience in Australia.

VIEW FULL PROFILE
On social:
Facebook Instagram Linkedin