EPISODE · Dec 30, 2024 · 1H 11M
Engineering Customer Experiences with Michelle Spaul
from Experience by Design · host Gary David
The New Year is a great time to reflect on our past, and to think about what we want to accomplish in the upcoming year. After all, it is the season of the Annual Performance Review! Whether in our personal or professional lives, it can be hard to identify what is important in terms of our evaluations. How do we know if we are making progress toward our goals?The same can be true for companies. What are the metrics that indicate our success? What are the expectations we are trying to meet? How do we stack up against others? What are the benchmarks that we think matter, versus the ones that actually matter?To explore this question and more around customer experience, we welcome Michelle Spaul. Michelle is a customer experience management consultant with her company Delta Swan. Michelle has a wealth of experience in CX, with the simple goal of trying to make things better for customers. As many of you listening will know, behind that simple goal lies a complexity that can challenge most organizations. Therefore, it is a good thing that Michelle has a background in manufacturing systems engineering. We talk about how that education prepared her for working as an experience engineer. She describes how her work on the price of oil informs her systems approach to CX. We discuss the importance of a shareholder mindset that creates value for not just customers, but all who are impacted by the business. We explore how her first job with Phillips around preventing customer returns turned into listening to what customers said, and how that is the foundation of any CX work.Finally, we talk about how there are a lot of different areas of feedback that we can find if we only look. And that if you get defensive about the feedback, you are missing an opportunity to grow.Michelle Spaul LinkedIn - https://www.linkedin.com/in/michelle-spaul-customerexperience/Customer Experience Management Consultant - https://customerexperienceconsultant.co.uk/"The Price of Oil" - https://www.amazon.com/VFUU-Price-Oil-Michelle-Spaul-ebook/dp/B01D7CTTEK
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What this episode covers
On this episode of Experience by Design, we welcome Michelle Spaul to the studios. Michelle will tell you about how her varied interests drive her work. Coupled with her background in manufacturing systems engineering, she is well suited to capture a holistic understanding of what makes for a good customer experience. We talk about her start at Phillips, and her work with Rolls-Royce. We also talk about how listening to customers is vital to understanding how to improve experiences. She explains how there are listening outposts everywhere, if we only want to listen! And when we listen to feedback, we can't get defensive about it.
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Engineering Customer Experiences with Michelle Spaul
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