Tagged with “google” (12)

  1. Google’s Customer Experience Leadership, With Catherine Courage - CB59 - Customer Bliss

    Episode Overview

    Catherine Courage is currently the VP of Ads and Commerce User Experience at Google, where she’s been since October 2016. This is his third time around in a tech customer experience role, previously having held similar jobs at DocuSign and Citrix. I’ve known her for several years and I thought she’d be a great guest because of the tech space background, the multiple times experiencing the role, and her overall understanding of products, experience, and how to navigate silos. She didn’t disappoint.

    About Catherine

    Catherine is committed to delivering world-class products and services that drive customer adoption, loyalty and business results. She advocates a design-thinking approach, which focuses on customer empathy, experimentation, design, and innovation. Her experience spans brand, web, product design, information experience, and business process reinvention.

    Catherine co-authored the book “Understanding Your Users,” and is an active writer and speaker on customer empathy, innovation and design. Catherine has been featured in Harvard Business Review, The Wall Street Journal, Fast Company, and TEDx. She has twice been selected by the Silicon Valley Business Journal – in 2011 as one of Silicon Valley’s “40 Under 40” young tech leaders, and in 2013 as one of Silicon Valley’s 100 Most Influential Women. Also in 2013, Catherine made Forbes list of “Top 10 Rising Stars at The Worlds Most Innovative Companies.” In 2014, the National Diversity Council named her one of the Top 50 Most Powerful Women in Technology.

    Don’t necessarily just pitch the role

    If you’re interested in a specific place (or even a role), you need to earn the right to do the work. So look at the ecosystem around their product and experience and pitch how to improve that. The role will follow. Remember: people want to know how you’re going to drive results, as opposed to what role you want/deserve.

    How did she move to Google, and what does she do there?

    The Google role allowed her two major advantages:

    She could understand a full ecosystem of experiences.

    The Ad/commerce space is a major revenue driver at Google, so it was close to a ‘power core’ there and allowed her to work with sales as well.

    Once she got there, she realized there was a ton of interaction with different departments all over Google, in large part because of the primacy of that area as regards revenue.

    Her initial steps at Google

    She began with a three-step process:

    What is important to the company? How do individual incentives work? Is there a five-year plan?

    How can internal and external empathy be developed in terms of employees and customers?

    Setting priorities — for the business as a whole, and “going where there’s suction,” meaning teams/people who want to change things and be seen as successful in the business.

    I liked the “suction” term because I’ve always told clients “Don’t be a beggar,” and I think that’s crucial — especially in companies where the CCO role might be a brand new concept. (That’s not the case at Google, but often is the case.)

    Communication and storytelling

    Catherine has a background in psychology, and often speaks of the importance of communication and storytelling. One great story she tells in this podcast is the whole idea of email or posting. Oftentimes, people think “Oh, I sent this email or posted this update. I communicated.” In fact, they didn’t. They just sent something out. It might not be received at all. To communicate better, you often need to understand storytelling and what will resonate with people.

    This helps with silos too, of course. Most of work is heavily execution-focused, especially at big, billion-dollar, scaled companies (like Google). Priority and context can fall through the cracks within communication unless there’s a degree of storytelling.

    Catherine also talks a lot about impact and influence, which is mostly about engaging stakeholders — but more importantly, knowing what matters to your stakeholders so that the stories you use are concepts they’ll actually listen to.

    In her managerial training (with managers that report into her), they often discuss the arc of stories and how to tell stories successfully. This is actually somewhat rare in high-revenue B2B spaces (as Google Ads can be), because oftentimes the focus there shifts to “Well, we’re driving a lot of revenue, so why should we care about something like the arc of stories?”

    300+ people were inherited by Catherine at Google

    The breakdown is:

    Visual designers

    Interaction designers


    Front-end coding


    Writers/content creators

    Program managers

    Those are the biggest chunks. She doesn’t have 300 direct reports, no. There are managers within these roles that ultimately report up to Catherine.

    One of the best parts about Google for her is an experienced set of peers running other product groups, which reduces the “loneliness at the top” feeling you can have around CX at some other orgs.

    How has she been/will she define success?

    At the time of this taping, she had been at Google about nine months.

    Q1 was primarily about learning as much as she could.

    Q2-Q3 have been about understanding the publisher/advertiser landscape (crucial in ads) and determining which teams under her are “role model” teams.

    Finding those role model teams can help her scale what “success” looks like for anyone in the 300+ who report up to her.

    In terms of setting incentives, Google has an internal set of objectives — and Catherine has tried to make sure there are shared objectives between her team and the stakeholders of the various teams under her. Ultimately a lot of this comes back to (a) revenue and (b) system performance; the incentives tend to be around those spaces. Some include:

    Customer satisfaction

    How quickly people on-board


    Customer retention

    SERP (search result pages) change constantly at Google. Tons of testing/analysis. Some of that work comes from her shop, so every day when you Google something, Catherine has a hand in that.

    The Pay It Forward Question

    What do you know NOW that you wish you knew THEN?

    Understand your journey: Her transition from Salesforce (a small company where people were growing together) to Citrix (a 20-year company with no focus on experience at that point) is a good example here. You need to understand your journey, where you’re at, and how the transitions are going to be challenging. At Citrix, she was tasked with driving culture change, for example — but people didn’t know who she was, why she was there, etc. Some were threatened. Your career arc is a journey, and understanding it and the various roles you serve is crucial. It will also give you a deeper appreciation for company culture, which — until you think about things this way — can often seem like a fluffy term.

    Ask for help: It’s OK and doesn’t make you weaker. Paradoxically to some, it makes you stronger.

    The C-Suite won’t unite organically: You need to drive that, especially around vocabulary and incentives.

    WHERE TO FIND THIS PODCASTIf you’ve been getting value from this podcast, please help more people find it by leaving a brief review on iTunes, here’s how.

    [data-tve-custom-colour="92687588"]:hover { border-color: rgb(9, 103, 135) !important; background-image: linear-gradient(rgb(151, 185, 216) 0%, rgb(151, 185, 216) 100%) !important; }[data-tve-custom-colour="92687588"] { border-color: rgb(9, 103, 135) !important; color: rgb(242, 242, 242) !important; text-shadow: rgba(1, 1, 1, 0.2) 0px 1px 0px !important; box-shadow: transparent 0px 3px 3px 1px !important; background-image: linear-gradient(rgb(117, 145, 166) 0%, rgb(117, 145, 166) 100%) !important; }From the Amazon #1 New Release in Customer RelationsChief Customer Officer 2.0Download the 5 customer leadership competenciesA proven framework to build your customer-driven growth engine.

    Additional Reading:

    Structuring the CCO Role and Team

    Know Your Lost Customers – the Volume, Value and Reasons Why

    Do You Consider Your Customers an Asset or a Cost Center?

    Are Your Customers Slipping into Customer Quicksand?

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    —Huffduffed by marshallkirkpatrick

  2. 5by5 | Amplified #86: Nobody’s Getting My Panties

    TOPIC: Google is entering your nest.

    This week, Merlin Mann sits in to chat with Jim about the Nest acquisition, the problem with Google’s opaque creepiness, Jim’s upcoming trip to NAMM, plus some special interactive tips from Jim on working the pentatonic blues solo.

    Homework: Practice on GnR’s "Knocking on Heaven’s Door."


    —Huffduffed by merlinmann

  3. 5by5 | The Critical Path #106: Can Bitcoin Be Money?

    Horace and Moisés discuss the sudden decline of Bitcoin due to a crackdown in China, from the purpose of Bitcoin’s existence to the nature and concept of a functional currency. What do we hire currency to do?


    —Huffduffed by merlinmann

  4. 5by5 | Bionic #66: Crossover Event

    This week – with Matt on a secret Vlcnr mission – Myke is joined by Merlin Mann. They discuss the fact that Matt is probably on witness protection, the movies of Edgar wright, a little about Comic books and Blackberry in the enterprise.


    —Huffduffed by merlinmann

  5. 5by5 | Bionic #51: United Queendom

    Matt and Myke do not know what they have done here. There was some discussion about Moto X and some other small topics—but it’s mixed in between absolute insanity. Enjoy!


    —Huffduffed by merlinmann

  6. MediaShift . Mediatwits #45: Rafat Returns!; Cord-Cutting Rising?; Google Surveys Instead of Pay Walls | PBS


    —Huffduffed by marshallkirkpatrick

  7. Full Interview: Jason Scott on online video and digital heritage | Spark | CBC Radio

    Archivist, technology historian, and filmmaker Jason Scott talks to Nora Young about online video, digital heritage, and how the internet isn’t as permanent as we might think.

    About two weeks ago, I got an email from Google:

    On April 29, 2011, videos that have been uploaded to Google Video will no longer be available for playback. We’ve added a Download button to the video status page, so you can download any video content you want to save. If you don’t want to download your content, you don’t need to do anything. (The Download feature will be disabled after May 13, 2011.)

    So, basically… “unless you take action, all your videos will be deleted.” But then, a week later, Google changed its tune. In my inbox:

    Google Video users can rest assured that they won’t be losing any of their content and we are eliminating the April 29 deadline. We will be working to automatically migrate your Google Videos to YouTube. In the meantime, your videos hosted on Google Video will remain accessible on the web and existing links to Google Videos will remain accessible.

    This Google Video example is just one of many recent stories that suggest the web isn’t as permanent as we’re often led to believe. This past March, Yahoo Video removed all user-generated uploads from its site. When Cisco announced its plans to shut down its Flip Video business, it also announced that its companion FlipShare video sharing service “will no longer be supported past 12/31/2013.”

    For his perspective on online video and digital heritage, Nora interviewed Jason Scott. Jason’s an archivist, technology historian, and filmmaker.


    —Huffduffed by g

  8. The World on Haiti and Google/China

    Finally, from The World, we have this double-whammy tech podcast, the first half of which is a discussion of affairs in Haiti and the second half of which focuses on the topic of this week’s parade. If you skip to the 10:33 mark, you’ll hear Clark Boyd recapping the news and an in-depth report from veteran East Asia correspondent Mary Kay Magistad, who has covered news in this region for almost six years. She states that surfing the web right now in Beijing is like being in a different world now that Google has unblocked search terms and content, leaving China’s censors scrambling to keep up. The rest of her report is a fascinating mosaic of interviews and insight - a must-listen for those who would be informed and sound intelligent on the Google-China debacle.

    From http://www.readwriteweb.com/archives/friday_podcast_parade_google_china_told_by_folks_w.php

    —Huffduffed by marshallkirkpatrick

  9. Council on Foreign Relations on Google & China

    In our second offering, Adam Segal, Ira A. Lipman Senior Fellow for Counterterrorism and National Security Studies for the Council for Foreign Relations, is interviewed about the situation and makes several interesting points.

    As we’re all likely aware, this move on Google’s part comes at a tense moment in the U.S.-China relationship. "The Google decision also feeds into a broader sense of China as spoiler… I would suspect the next six months is going to be very bumpy."

    Segal also sees the move as an indicator that the "world-wide" web is breaking apart. With various tools widely used in some parts of the world and abandoned in others (e.g., Orkut in Brazil or Friendster in Southeast Asia), can we really argue with him? But Segal sees further fragmentation of the Internet into almost entirely separate entities, one based in the Western world and one in the East.

    From http://www.readwriteweb.com/archives/friday_podcast_parade_google_china_told_by_folks_w.php

    —Huffduffed by marshallkirkpatrick

  10. NPR All Things Considered on China & Google

    First up, we have commentary from NPR’s All Things Considered. Although NPR’s reporter Laura Sydell said the attacks couldn’t be pinned directly on the Chinese government just yet, she did get to speak directly to Google’s SVP David Drummond, who makes an appearance in this podcast. Sydell also spoke to Gregory Nojeim of the Center for Democracy and Technology and Jonathan Zittrain of the Berkman Center for Internet and Society at Harvard, who discuss the involvement of authoritarian governments in online activities.

    From http://www.readwriteweb.com/archives/friday_podcast_parade_google_china_told_by_folks_w.php

    —Huffduffed by marshallkirkpatrick

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