The Disruptive Power of Customer Experience

Pure Storage built a passionate focus on Net Promoter into its business, starting before customers were even paying for its products. It paid off. By focusing on delivering a leading edge customer experience, Pure Storage achieved an industry leading Net Promoter Score of 79. High-tech vendors typically average an NPS of only 16. Pure Storage’s ranking reflects its mission to deliver data center storage that customers and partners love. Simplicity is at the core of Pure Storage’s product, business model, and customer support experience. Listen to CMO Jonathan Martin explain how Pure Storage achieved these impressive results, and what that means for the disruptive power of the business.

TABLE TALK

Strike Up a Conversation

When you meet Jonathan in person, strike up a conversation! Here’s a few insights from, and about, Jonathan to get you started:

• Three-word advice for CX success: Customer, Company, Collaboration.
• A CX practice you especially admire: Community driven roadmaps.
• Learn this from your peers: How to stay ahead of rapidly changing customer expectations.
• Raise the profile of CX in your organization by: Putting customer analytics at the core.
• Common customer experience mistake: Not visiting customers and walking in their shoes. You must consider regional wants, needs and desires.
• My little-known talent: I build motorcycles.