Best of the Podcast: Defining the CX Role In A Mission-Focused Company with Lyft’s VP of Customer Experience and Trust

This year has been chock full of informative interviews with CX leaders on my podcast, The Chief Customer Officer Human Duct Tape Show. I’ve had the pleasure of interviewing over 40 leaders who are transforming customer experience within their companies — some are even making incredible strides within their industry as a whole.

As 2017 comes to an end, I want to thank all of you who have taken the time to listen to my podcast. Many of us are taking some time off to relax in the upcoming days and weeks, so I’m replaying 3 of my most popular podcast episodes of 2017. I, myself, am preparing for a big project early next year that I look forward to sharing with you!

Build Customer Growth Through Trust and Great Leadership

I hope you enjoy this episode I recorded with Mary Winfield, the VP of Customer Experience and Trust at Lyft. This was an extremely memorable interview for me because Mary and I we share the same passion for this type of work. She has a true love and understanding for operating a mission-focused company that genuinely cares about the lives of its customers. In addition to sharing what leadership qualities helped her advance the work in her position, Mary shared show she defines the customer experience role in a mission-centered company, the importance of good hiring, and how to grow the company responsibly.

Jewels of wisdom from Mary Winfield, VP of CX and Trust at Lyft

• The story matters more than the data. You need both, but emotions move the needle faster than figures.
  The story matters more than the data. You need both, but emotions move the needle faster than figures. - Mary Winfield, VP of #CX and Trust @Lyft Share on X
• Have the skill to guide the company to designing with the customer in mind.  Observe the customer experience in an unbiased way in this process.  Don’t design what the company thinks it needs. Design what the customer desires.
  Have the skill to guide the company to designing with the customer in mind. Don’t design what the company thinks it needs. Design what the customer desires. - Mary Winfield, VP of #CX and Trust @Lyft Share on X
• Don’t underestimate the importance of first building an easy, consistent reliable customer experience.  You need to ‘earn the right’ to the customer’s peace of mind and wanting to continue with you. Not everything needs to be super complicated, especially not in the early stages. Business is complex, yes; but actions within should be simple.
  Don’t underestimate the importance of first building an easy, consistent reliable customer experience. - Mary Winfield, VP of #CX and Trust @Lyft Share on X
• Be a chameleon; everyone needs to hear the story and be engaged in a different manner. Know the hot buttons and priorities of who you are working with internally to be able to engage and commit with them emotionally to take action with you.
  Know the hot buttons and priorities of who you are working with internally to be able to engage and commit with them emotionally to take action with you. - Mary Winfield, VP of #CX and Trust @Lyft Share on X

We’ll be playing two more of the top episodes from my podcast as we head into the new year, so look out for those coming up. Please let me know what some of your favorite episodes or key learnings were in the comments – OR, tweet at me: @JeanneBliss. I can’t wait to hear from you!