Zoom Founder and CEO Eric Yuan says that the number one most important thing for a business is to make the customer happy. He says it really comes down to these three areas of focus; Product, Process, and People.
If We Can’t Make the Customer Happy, Nothing Will Matter
I think, every day as a CEO who manages a company, I have so many things to work on but, ultimately, I’ve got to understand what’s the number one important thing as a business, right?
If we cannot make the customer happy, nothing will matter. That’s why this is our number one priority. If a customer is happy, everything else will be easier. Customers will like to talk with us, share our stories with others and, essentially, will help us to further improve our product experience and also make our business better.
Look at Everything From a Customer Perspective
You’ve got to look at everything from a customer perspective. If you truly care about them, you are not only going to look at it from your perspective. When you build a product, you will say, “Hey, will this product, will this feature, deliver happiness or add value to a customer or not?”
Anything you do, look at it from a customer perspective. Then, actually, the customers, they will feel more like a part of your business. They’re happy to grow your business.
Focus on Product, Process, and People
Ultimately, it’s three things. When we talk about happiness, first of all, your product has got to work, right? Every time a customer is using Zoom, they really like it. That’s the number one thing; your product has got to work. Every time after the meeting is over, customers say, “Yes, this experience is great.” They enjoy using your product.
The second thing is your process. When you do business with customers, you’ve got to make sure your process is very simple but very easy.
The third thing is about the people. Meaning, because not only do those customers use your product but, also, we want to make sure every interaction between Zoom employees and the customers — say like support, a customer success manager, engineers, our product managers — every interaction between our company and the customers, they enjoy it. Process, people, and the product, from all those three aspects, we make sure the customer is happy.
Watch the full 44-minute interview below or read the full transcript at CXOTALK: