Zoom CEO Eric S. Yuan: How to Manage Customer Experience?

How does the CEO of Zoom, Eric S. Yuan, manage the company's massive growth while retaining a focus on customer experience and customer delight? In this episode, one of the most successful entrepreneurs in the world explains his customer experience strategy, the importance of meeting customer expectations, and the impact of organizational culture. This episode includes a discussion of the following topics: -- What does customer happiness mean for Zoom? -- Why is company culture important? -- How does company culture affect product development? -- How fast has Zoom grown? -- How to balance customer experience and business profitability? -- How to overcome the difficulties in the remote working period? -- How does Zoom encourage employee well-being? -- How does Zoom balance profitability against innovation? -- What is the post-pandemic future of work? -- Advice to business leaders from Eric Yuan, Zoom CEO Eric S. Yuan founded Zoom in 2011 to deliver happiness and bring teams together to get more done in a frictionless video environment. Zoom’s video-first unified communications platform continues to dramatically transform the way leading global enterprise companies communicate. Under Eric’s leadership, Zoom was one of the highest-performing tech IPOs of 2019. === Read the complete transcript: https://www.cxotalk.com/episode/zoom-ceo-eric-s-yuan-how-manage-customer-experience Subscribe to the CXOTalk newsletter: https://www.cxotalk.com/subscribe === From the episode: What does customer happiness mean for Zoom? Michael Krigsman: Eric, we met about – what, now – I guess about five years ago. Since that time, Zoom has entered the language as a verb. So much has changed, and so tell us very briefly what's going on with Zoom right now. Eric Yuan: Thank you, Michael. You are so right. Since we met (five or six years ago) I think a lot of things have changed. Three years ago, we became a public company while working so hard, the folks, on innovation. Last year, on many fronts, that was extremely challenging. But the good news is, finally, I think, our dream is coming true to leverage our technology to truly have the world, have the people, stay connected during the pandemic crisis time. I can tell you we're very excited about our future. But again, I think one thing that has not changed is the amount of work. It's still a lot. Michael Krigsman: I remember when we first met. You spoke a lot about customer happiness. How do you think about customer happiness today at the size, the scale that Zoom is at? Eric Yuan: Customer happiness is still our core value. That has not changed at all. Actually, we do feel more responsibility. We needed to do more because, prior to the pandemic crisis, Zoom was built to serve for enterprise, business, or government customers. But since last year, we had so many new users, consumers, new use cases, we feel like we've had more responsibility. Not only do we deliver happiness to the enterprise customers, but also we would like to embrace all those new use cases and do more to care about them.