Send us a text

In today’s episode of Navigating the Customer Experience with Eitan Koter. Eitan Koter, Co-founder and Co-CEO of Vimmi, has a rich background in the tech sector, particularly in video commerce, digital marketing, and social commerce. With over two decades of experience, including managing a public company and leading startups, Koter has established himself as a thought leader in the industry. His company, Vimmi, is a video commerce SaaS platform that has been operational for 11 years, focusing on immersive shopping experiences through video.

Eitan's Journey

Koter's career began in the tech sector, specifically in video compression technology. His extensive experience spans various sectors like eCommerce and media. He emphasizes the evolution of video marketing and commerce, noting the significant shift towards immersive experiences that enhance online shopping. Vimmi's unique approach integrates video and augmented reality to create interactive purchasing experiences, moving beyond traditional static product pages.

About Vimmi

Vimmi initially catered to large content providers and enterprises looking to launch video services similar to Netflix. The company serves a B2B2C model, where they provide solutions for enterprises that ultimately serve consumers. Koter highlights the growing trend of live shopping, inspired by practices in China, where brands engage audiences through live streams that incorporate direct purchasing options. This interactive format fosters emotional connections with consumers and enhances brand loyalty.

Recommended Skills and Tools for Video Commerce

Koter advises newcomers to focus on short-form videos (around 30 seconds), starting with a compelling hook rather than a sales pitch. He suggests creating content that addresses customer pain points and building personal connections through storytelling. The structure of these videos should include:

1. Hook: Capture attention with a question or intriguing statement.
2. Connection: Share personal stories or experiences related to the topic.
3. Showcase: Provide visual evidence of success or transformation.
4. Insight: End with a powerful takeaway for viewers.

Koter emphasizes authenticity and consistency in content creation, recommending that brands post regularly to build community engagement.

Importance of Social Commerce

Koter asserts that social commerce is crucial for future brand success. It enables brands to connect directly with consumers through engaging content across multiple platforms. The integration of shoppable videos allows for seamless transactions during live events or short-form content, enhancing the shopping experience.

Conclusion

Eitan Koter's insights into video commerce highlight its transformative potential in eCommerce. By leveraging immersive experiences and social engagement, brands can foster deeper connections with their audiences while driving sales. His expertise serves as a guide for businesses seeking to navigate the evolving landscape of digital marketing and commerce effectively.

Send us a text

In today's episode of Navigating the Customer Experience with Josh Seiden. Josh’s insights emphasize that customer-centricity is a journey requiring both leadership and employees to adopt new ways of thinking and working. By focusing on customer needs and empowering teams through OKRs, organizations can create greater value and drive meaningful change.

Josh’s Journey

Josh began his career in Silicon Valley during the pre-internet days, working in technology. Fascinated by what makes great products and services, he spent many years as a designer and later a product manager. Today, he helps teams collaborate more effectively, fostering customer-centric approaches to deliver exceptional value to the world.

About Josh’s New Book: Who Does What By How Much? A Practical Guide to Customer-Centric OKRs

Josh’s book is inspired by his passion for integrating a customer-focused perspective into product and service development. He emphasizes that while creating good products is challenging, it’s essential to keep the customer at the core of decision-making. His book introduces OKRs (Objectives and Key Results), a goal-setting framework that helps organizations align their objectives with customer needs.

OKRs prompt teams to define clear objectives—what they want to achieve—and measurable key results based on customer outcomes. For example, the Cleveland Clinic uses OKRs with objectives like "Be the best place in the world to receive healthcare" and key results such as reducing serious safety events. This approach ensures customer-centric thinking while empowering teams to solve problems creatively.

Overcoming Challenges with OKRs

A common pain point in organizations is micromanagement, where leaders dictate tasks rather than allowing teams to leverage their expertise. OKRs address this by shifting leadership’s focus from controlling tasks to setting strategic goals and creating an environment where employees can solve problems independently. This requires mutual trust and encourages employees to think critically about delivering customer value.

However, resistance to change is a hurdle. Employees may feel overwhelmed by new processes. Josh emphasizes the importance of leadership in clearly articulating why OKRs are being adopted, addressing organizational pain points, and explaining how OKRs will benefit both the company and individual employees. This alignment fosters motivation and helps overcome resistance.

Aligning OKRs with Employee Needs

Josh highlights the need to connect OKRs to the employees’ sense of purpose. Everyone within an organization has customers—whether they’re external consumers or internal stakeholders. For example, an HR professional’s customers might be employees seeking benefits or managers hiring talent. By adopting a customer-centric mindset, employees at all levels can see how their roles contribute to organizational success, making them more engaged and motivated.

Key Behaviors for Customer-Centric Organizations

To become truly customer-centric, organizations must:

1. Understand Customers Deeply: Organizations should invest in customer discovery, understanding who their customers are, their motivations, and what challenges they face.
2. Prioritize Value Creation Over Sales: Beyond generating revenue, focus on how customers use products and whether those products are delivering real value.
3. Foster a Problem-Solving Culture: Empower employees to solve problems rather than prescribing solutions.
4. Enhance Communication and Transparency: Ensure alignment and clarity in how OKRs connect to customer and employee goals.

Send us a text

In this episode, we dive deep into the insights of Laura Richard, a Principal at Level5 Strategy and a leader committed to enhancing customer experiences. With a background in health sciences, Laura transitioned into management consulting, driven by her curiosity and passion for problem-solving. Over her 15-plus-year career, she has worked across various sectors, including public, private, and not-for-profit, focusing on building effective strategies that yield tangible results for her clients.

Laura emphasizes the importance of understanding customer motivations, which she identifies as a mix of rational benefits and emotional responses. She believes that successful businesses must grasp these motivators to craft compelling customer promises and enhance their customer journeys. By identifying critical touchpoints—moments of truth in customer interactions—she helps organizations differentiate themselves and create impactful experiences.

Navigating Customer Experiences

When asked about navigating customer experiences, Laura discusses the necessity of addressing both rational and emotional aspects of customer interactions. She points out that different customer segments require unique approaches, and emphasizes active listening as a universal skill for frontline teams. Demonstrating empathy and understanding is crucial in resolving customer pain points effectively.

The Role of Personalization

Personalization is another key topic. Laura highlights its growing importance in creating customer-centric organizations, where customers feel valued and understood. However, she warns against overextending resources in an attempt to personalize too much, advocating for a balanced approach that aligns with an organization's maturity and capabilities.

Future Trends to Watch

Looking ahead, Laura identifies two critical trends for organizations to focus on in the next 6 to 12 months. First, she stresses the need for businesses to deeply understand customer journeys, pinpointing pain points and identifying suitable solutions before adopting new technologies. Second, she emphasizes the importance of connecting customer experience improvements to business outcomes, urging customer experience professionals to work closely with finance teams to demonstrate the value of their initiatives.

Essential Tools and Resources

When it comes to tools, Laura shares her reliance on TheyDo, a journey mapping and management tool that enables her team to visualize customer interactions and prioritize improvements effectively.

Influential Reads

Laura also reflects on the impact of Simon Sinek’s book, Start with Why, which underscores the significance of purpose in driving engagement and motivation within organizations. This concept has influenced how she advises clients on articulating their core missions.

Current Excitement

Currently, Laura is excited about the repositioning of Level5 Strategy. The firm aims to communicate its focus on creating data-driven strategies that stick, aligning closely with client feedback and needs.

Connecting with Laura

Listeners can connect with Laura on LinkedIn and through the Level5 Strategy website, where they can explore more about their customer experience offerings.

Inspiration During Challenges

To wrap up the episode, Laura shares her mantra during tough times: “Just keep moving forward.” This simple yet powerful reminder encourages incremental progress and continuous value creation.

This conversation with Laura Richard offers valuable insights into enhancing customer experiences, the importance of personalization, and strategies for organizational growth. Tune in to gain a deeper understanding of how to drive impactful change in your busin