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A View of SMB from the Top
Anneliese Olson
August 16, 2007
Introducing our first interview in our Community Podcast series: A View of SMB from the Top! I hope you can take a few minutes to listen to my interview with Scott Tuthill, Vice President of our SMB business and our Americas LaserJet business. Scott is a guy with a lot of experience and insight in the printing and imaging industry so I wanted to share that with you. He also happens to be my boss, and his view from the top of how we think about our products, services and experiences from HP imaging and printing, to you our customer, is the key to a better relationship with you.
I asked Scott a number of questions about his group, how employees are helping HP serve and support SMB customers, and his overall thoughts on SMB as a group of customers.
One question was, “How do you think about the customer experience and how do you lead your organization to then make a difference to customers in delivering that experience?”
He shared the guidance he gives to his team. "I have always had a view of my team as making them put themselves in the customer’s shoes and put (the customer) into their thinking process and make decisions from the customer’s view (not from HP’s view). That simple approach has been working with my team here.” He is also a believer in learning about customers from their view- really understanding “a day in the life” of a small business customer. Going out and seeing how customers actually use the products and solutions and coming back to HP with that understanding is “the most valuable thing we can spend our time and money working on.”
He also described a poster we have hanging in some of our conference rooms, and the influence it has by posing provoking questions for HP employees to think about it. One of those questions is, “Would your customers want you to be spending time in the conference room talking about what you are talking about right now?” And Scott shares his thoughts about how that guides him and his group.
Give it a listen…and then let us know what you think! I look forward to your feedback, connecting with our team that cares about SMBs this way. And stay tuned for interviews with more people I work with who want to tell you what they do and what they are looking for to take better care of you, our customers and partners!
Listen now
category: community podcast series
Latest page update: made by kate_sheofsky
, Aug 23 2007, 11:53 AM EDT
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