Advisor & Fractional Exec
Fractional Executive Strategist, Accomplished Speaker, Author, Turn-Around and Growth Specialist, Angel Investor and Serial Entrepreneur
Advisor & Fractional Exec
Fractional Executive Strategist, Accomplished Speaker, Author, Turn-Around and Growth Specialist, Angel Investor and Serial Entrepreneur
Bio & Info
Steve has built a career transforming, growing, expanding and turning around businesses. He has created successful companies by delivering remarkable customer experiences. Steve makes sure each employee has the actionable knowledge necessary to make better decisions, build great culture and serve customers in a way that increases loyalty, referrals, sales and satisfaction.In his recent role with Panviva, the knowledge cloud company, Steve expanded the Australian software company successfully into the US to a market powerhouse position. Steve also advises many companies annually on their CX strategies. Industry associations, publications, and Fortune 500 companies invite him to speak and write about CX best practices in healthcare, finance, utilities, insurance, and telecommunications.A successful entrepreneur in his own right, Steve has built and sold six companies. He has spent many years cultivating his approach to CX and each company has held to the mantra of “the customer is at the center of the universe.
Bio & Info
Steve has built a career transforming, growing, expanding and turning around businesses. He has created successful companies by delivering remarkable customer experiences. Steve makes sure each employee has the actionable knowledge necessary to make better decisions, build great culture and serve customers in a way that increases loyalty, referrals, sales and satisfaction.In his recent role with Panviva, the knowledge cloud company, Steve expanded the Australian software company successfully into the US to a market powerhouse position. Steve also advises many companies annually on their CX strategies. Industry associations, publications, and Fortune 500 companies invite him to speak and write about CX best practices in healthcare, finance, utilities, insurance, and telecommunications.A successful entrepreneur in his own right, Steve has built and sold six companies. He has spent many years cultivating his approach to CX and each company has held to the mantra of “the customer is at the center of the universe.
In fact, his first CX initiative was a college Honors project where Steve redesigned the student registration system to ease the process of registering for classes and enhance the student registration experience. He then went on to running an Technology Division with over 12,000 employee customers, while working for one of the largest global government contractors. All the while addressing internal customer expectations and increase customer satisfaction and productivity.Next, he perfected the concepts of personalization with marketing automation tools to better target and deliver one-on-one communication with customer messaging. Now, Steve is focused on helping business leaders build great strategies to deliver the ultimate in customer experiences and drive their business to new heights.When he is not driving CX strategy or launching companies, Steve plays the guitar and mentors startup business. He lives in New Hampshire with his wife and sons.
In fact, his first CX initiative was a college Honors project where Steve redesigned the student registration system to ease the process of registering for classes and enhance the student registration experience. He then went on to running an Technology Division with over 12,000 employee customers, while working for one of the largest global government contractors. All the while addressing internal customer expectations and increase customer satisfaction and productivity. Next, he perfected the concepts of personalization with marketing automation tools to better target and deliver one-on-one communication with customer messaging. Now, Steve is focused on helping business leaders build great strategies to deliver the ultimate in customer experiences and drive their business to new heights.When he is not driving CX strategy or launching companies, Steve plays the guitar and mentors startup business. He lives in New Hampshire with his wife and sons.
Media And Events
Stephen is joined by Greg Ortbach (CX Engagement, Catalyst) and Roy Atkinson (Senior Writer/Analyst, Informa Tech). In this new webinar they talk about keeping up with new CX technology and our customer’s changing expectations.
Recent Articles
Customer Experience:How to Create a Customer Success Plan Aligned with a CX Strategy (March 2022)
Customer Experience:In 2022 Your Business Needs to Develop a Customer Promise (March 2022)
Customer Experience:Have Remote Working and Work from Home Been Good for Customer Experience? (March 2022)
Customer Experience:Why Your Business Always Needs to Measure Customer Experience (February 2022)
Customer Experience:Are You at Risk of Eroding All of Your Built-up CX? (February 2022)
Customer Experience:Have We Gone Too Far with CX and Have We Created CX Monster Consumers that Have Expectations We Cannot Meet in Today’s Economic Climate? (February 2022)
Customer Experience:How Can You Continuously Improve Your CX Strategy? (February 2022)
Customer Experience:How Can You Engage All Employees to Follow the New CX Strategy? (January 2022)
Customer Experience:How Often Should You Seek Customer Feedback, and Should You Pay for It? (January 2022)
Customer Experience:How to Build Your Core CX Team (January 2022)
Customer Experience:How Can You Get a Customer’s Attention and Keep their Attention?(January 2022)
Customer Experience:What Factors Beyond Your Control or Awareness can Affect Your Customer’s Experiences? (December 2021)
Recent Events
StartupGrind: Overcoming Key Obstacles for Startup Success
General Assembly: Mastering Customer Experience to Drive Growth
AI World: Automation & Future of Work
AMA Boston: Why Bots & Humans Need to Collaborate to Drive Customer Experience
NEHAM Annual Regional Conference: CX and Bot
Podcast: The Science Of CX
Soon Yu is an international speaker, award-winning, and best-selling author on branding, innovation, and design. He is also a Forbes contributor who has been featured in the Wall Street Journal, Washington Post, Entrepreneur Magazine, and New York Times.
Soon Yu’s latest book, Friction, asks businesses to consider adding more friction for their customers and employees in order to create greater engagement, meaning, belonging, rapport, assurance, competence, and exclusivity.
He is a highly sought-after speaker on leadership, branding, innovation, design, & entrepreneurship, and has taught at the Parsons School of Design and often guest lectures at Stanford University (where he received his MBA and is active with the GSB Asian Alumni Association).
Key Takeaways
- Good friction versus bad friction and what’s the difference?
- Why a business needs friction in order to illicit the happy chemicals in customers; namely dopamine oxytocin, serotonin, endorphins, and adrenaline
- Less friction doesn’t necessarily translate to more business, because there are cases where great friction creates brand loyalty
- From a design perspective, we discuss how companies can construct a framework where they create the necessary friction needed for customer retention and brand establishment
- Examples of other ways to create good friction
- The Moroccan tea experience and the ritualistic aspect of food
Connect with Soon Yu
Website – http://www.soonyu.com/
LinkedIn – https://www.linkedin.com/in/soonspeaks/
Twitter – https://twitter.com/SoonSpeaks
YouTube – https://www.youtube.com/channel/UCa5EzORu3rSSdh6egGHRecg
