Alan Meldrum, A Frictionless Experience In a Disruptive World, #GYPSeminarSeries
Several months ago, Alan Meldrum, Global Vice-President for Strategy and Client Services for Percepta shared some wonderful ideas with the Glasgow Young Professional audience about why – in an increasingly disruptive world it’s never been more important for businesses to deliver a frictionless stakeholder experience. It was the fourth part of a fabulous #GYPSeminarSeries and Alan was absolutely terrific in sharing his views of a great customer and staff experience. We were so happy with Alan that we asked him to do a follow-up in front of the camera and that camera was very kindly provided by Gylen of Boardman Media. What you are now watching is the first part of a new video series of Alan Meldrum’s #GYPSeminarSeries.
Huge thanks to everybody involved – The GYP team, Boardman Media, The Loft Team, The Percepta Team and most of all Alan Meldrum for his time and giving such brilliant insights into modern-day customer-experience.
Part 1, Vision – At the Heart of ‘Frictionless’
We were very careful to use the word ‘stakeholder’ above as Alan says that empowering and engaging employees is every bit as important as engaging the customers themselves in creating a frictionless customer-experience. He speaks of the need for companies to have a vision with everybody buying in and contributing to that vision. Alan talks about empowering staff and goes as far as saying that sometimes admitting that you got it wrong as a provider and looking to right that wrong goes a long way to building long-term relationships with a brand.
For anybody that is truly interested in any part of the brand/staff/user/stakeholder/customer experience this is well worth a look and keep an eye out next week for the follow-up in the series…
You can also check out all the people who helped to make this clip below. To hear about our upcoming events, become a member by signing up online – it’s completely free!
The GYP Team