#Exceptions 10: Zoom's Relentless Focus on Customer Experience

Seeking Wisdom with David Cancel

Molly Sloan

Business, Entrepreneurship

5 • 610 Ratings

🗓️ 12 December 2018

⏱️ 38 minutes

🔗️ Recording | iTunes | RSS

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Summary

In the Season 1 finale of #Exceptions, host Jay Acunzo goes inside a seemingly ubiquitous brand in the business world today: Zoom. In talking to the company's CEO Eric Yuan and head of marketing Janine Pelosi, we learn why they refuse to settle for conventional wisdom and how they orient their team to push past "best practices" to build an exceptional customer experience. Plus, the heartwarming story of a second-grade teacher connecting his students to countries across the world through the Zoom platform. If you like it, be sure to leave a ⭐️⭐️⭐️⭐️⭐️⭐️ review and say hi on Twitter: @jayacunzo @seekingwisdomio @zoom_us.

Transcript

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0:00.0	Video conference calls.
0:03.0	What the aliens must think Earthlings do to each other at work because we hate each other.
0:08.0	Hey Paul. Thanks for being here on time.
0:12.0	Paul?
0:14.0	Hey, Paul, can you hear me?
0:16.0	I can hear you. Can you hear me?
0:18.0	Hey guys.
0:19.0	Hey, Tyler.
0:20.0	Sorry, I'm late. I'm having a hard time connecting. One second. Paul's having a sound issue. Try adjusting your output settings. Can you hear me? It's the gear icon. Tyler, are you on hotel Wi-Fi? Yeah, what? Great. Maybe we can get started. Then, then. Great. I think your mic is pushing out your speakers. My mic? Do you have headphones? Do you have headphones? Do you have headphones? Do you want me to put them on? No, I want you to smell them. No, I want you to put them on. No, I want you to put them on. Hey, Beth. Hey, everyone. Sorry, I'm late. I had to download a new version of the platform. You should plan extra time for the updates. There's pretty much one every time.
1:04.4	Welcome to Exceptions, the show about why brand matters more than ever in B2B.
1:09.3	I'm your host, Jay Akunzo, author of the book about challenging conventional thinking,
1:10.9	Break the Wheel. And I've partnered with Drift to bring you this show because Drift is all about creating a better
1:15.5	experience between B2B sales and marketing and their customers.
1:19.8	In each episode, I go inside one of the world's best B2B companies to understand how and why
1:25.0	they're actually proactively building a brand.
1:27.9	After so many years, we're just uttering that phrase was seemingly forbidden,
1:31.9	these companies are challenging that conventional thinking.
1:35.3	These are the exceptions.
1:38.6	Today, we go inside a company whose software you've probably used,
1:42.5	and one that I use in my own business, Zoom. Zoom is a video conferencing platform that, in the eloquent words of Janine Pelosi, their head of marketing, doesn't suck. Oh, and the audio you heard at the top was from a video called a video conference call in real life. It's from the corporate comedy duo, Trip and Tyler. Definitely check it out on YouTube.
2:01.6	It's hysterical, and they do a lot of corporate parodies, Trip and Tyler on YouTube.
2:05.3	Anyways, in 2011, Zoom CEO, Eric Yuan, was Cisco's corporate VP of Engineering for WebEx, another
	...

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