Zoom's Relentless Focus on Customer Experience

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.

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.
In this episode:
1:38 - Introduction of Zoom4:02 - A practical look at Zoom in action: Michael Dunley and his 2nd grade class7:10 - Using Zoom, Michael Dunley and his 2nd grade class tackled international issues and  encountered diversity9:38 - Why did Michael Dunley choose Zoom?14:46 - What is ‘reasoning from first principles’?15:12 - Elon Musk’s take on reasoning from analogies vs. reasoning from first principles15:59 - Elon Musk’s SpaceX predicament16:15 - Why first principles matter16:50 - SpaceX solution17:26 - Paths of conventional wisdom and first principles18:24 - Paths of first principles obstructed by precedent18:55 - Break the Wheel overview and how to cut through precedent19:12 - Tim Urban, “Wait but Why” blog and his take on conventional wisdom19:45 - Path of analogy and best practices are lagging indicators, not leading indicators.20:00 - Why ‘why’ is important to ask of yourself20:27 - How to start reasoning from first principles20:43 - Janine Pelosi, head of marketing for Zoom and her marketing strategy: build a    preference for the brand and pursue third party validation21:50 - What it means to build a preference for a brand22:10 - Steps to first principles23:50 - What steps Janine took to market with first principles in mind26:59 - How Janine encourages marketing decisions that are directionally correct28:56 - Why Janine chose to work with Eric Yuan and at Zoom29:59 - How Zoom sets itself apart from competitors31:24 - Most memorable project for Janine: “Put Your Dongle Away” with Tripp and Tyler33:11 - Customer experience is the new version of the word ‘brand’34:10 - The people we admire keep it simple34:30 - Recap of #Exceptions episodes and the one reason why these companies set themselves apart

Links:
Purchase Jay Acunzo’s book, Break the Wheel: Question Best Practices, Hone Your Intuition, and Do Your Best Work