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What We Learned About #CustomerExperience At Our #CiscoChat

- September 1, 2016 - 2 Comments

When the dCloud team (@ciscodcloud) moderated the August 22nd #CiscoChat about #CustomerExperience, we asked some simple questions and got some complex, well thought out answers. One thing we learned is that people love to talk about the #CustomerExperience, at Cisco and beyond! Here are our questions, and some of our favorite answers!

Q1: Share your favorite example of an unparalleled #B2B #CustomerExperience.

Favorite customer experiences were plentiful and varied. Some of the answers were about using Cisco technologies to connect people.

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Cisco groups collaborating to achieve excellence were on some people’s minds.

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Some people pointed out other companies, in other industries, that are doing a great job!

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And never to miss a chance to turn a support issue into an opportunity.

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Q2: What does #CustomerExperience mean to you?

There are as many answers to this question as there are people, but we definitely identified some common themes – Excellence in behind-the-scenes processes, and true engagement help us in the journey.

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Clear messaging and uncluttered branding got a nod – let the customer know what we stand for!

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In the end, in a lot of people’s minds, it boils down to relationships

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Q3: Whose job is it to ensure a great #CustomerExperience?

Whose job is the customer experience? A resounding EVERYONE’S met this question!

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With reminders that excellence in customer service is culture-driven…

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… and that there’s some customer accountability in the process!

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Q4: How do you put the Customer first?

There are a lot of people working to offer the customer a great experience out there…

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… possibly with a bowtie

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… and a lot of people working to do the same for their team!

Q5: How do you help your Team succeed?

Shout out to @sarveshgupta89 for summing this one up with the seven C’s!

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And a spot of candy never goes amiss!

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Q6: What matters most to you, when you are the Customer?

You know what people really want in a customer experience? A quality product and a good relationship.

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And we can’t do anything without Dilbert!

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Being heard is a key driver for many, and the basis for building a great relationship.

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Q7: What is your all-time favorite Cisco #CustomerExperience?

The integration of Cisco into daily life, called out first –

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And the personal touch!

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And lastly, we took some dCloud love in answer to this question!

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Love you back, guys!

What we learned might not seem groundbreaking, but it was a good touch point – validating that our team culture of listening to learn and make every member feel valued is what we need to take us into the future. And of course, some common-sense reminders:

  • Internal and external #CustomerExperience are equally important – give your Cisco customers, and your own team, the same level of service that an external customer would receive.
  • #CustomerExperience is about relationships, not products. The best products won’t make the customer happy if they’re not backed up by integrity, good communication, and accountability.
  • Everyone has a part to play in a great #CustomerExperience.
  • People love dCloud. (That’s not a reminder. We just like saying it.)
  • Nobody ever forgets the first time @ChuckRobbins likes their tweet!

Watch this space for more from Cisco dCloud, and check out our new, user-friendly UI at dcloud.cisco.com!

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2 Comments

    Thank you to all our internal and external partners who joined us! Stay tuned for the next #dCloud #CiscoChat.

    Great summary Anne!! Thank you and we love you too!!

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