Building customer-oriented companies
Instead of thinking about what technology you can offer your customers today, focus on their experience and work backward from the ideal solution. Doing this allows you to break the pattern of what the status quo provides. It helps you truly innovate on behalf of the end-user, your customer, your platform and your industry.
What we’ve learned is that customers and companies want solutions. And when they’re struggling with a problem, telling them about a new tool or the latest transcription feature may not be the same thing as actually giving them a solution.
We found that one of the top three reasons people call call centers is to reset passwords. Everyone assumes this is easy to do on a website and, yet, customers always struggle because it's hard to automate resets over voice instruction, (i.e., the customer needs to go “uppercase ‘A', lowercase ‘b’, zero ‘0’," etc.).
It’s the same with automating airline bookings. My last name is Papancea and, like me, there are millions of people out there with non-regular-sounding last names. Going with the status quo of the tech today in such cases does not work. It’s hard to capture last names and booking codes such that they are transcribed correctly. In building solutions for such use cases, we decide to work backward. If that mean building multi-modal capabilities to transcend channels and go beyond the boundaries of traditional automation? We do it.
If you pay attention to your metrics and listen to your customers, they will tell you what they really want. Visualize an ideal, or a delightful way in which a user would like a problem solved, and then build them an automated solution.
It’s easy to get excited when you get a big customer and sad when opportunities don’t pan out. The emotional oscillation can get unhealthy, so know your value and stay steady. Celebrate the smallest milestones, but also cherish things that don’t work out. They always show you new paths to explore.