This document discusses lessons for scaling a business based on climbing Mount Everest. It outlines four steps: 1) Prepare by lining up support and bringing purpose. 2) Adapt when facing challenges like equipment breaking or weather changes. 3) Acclimate by going back and forth to progressively higher camps to adjust. 4) Celebrate accomplishments, first with IV fluids and later with champagne. It argues that acclimating to the voice of customers through active listening and building understanding can drive growth and differentiation for organizations.

1. ACCLIMATE TO
THE VOICE OF
CUSTOMERS
Helen Yu
Chief Customer Officer
Showpad

2. Acclimate: to adapt to a new
temperature, altitude,
climate, environment or
situation

3. Scaling this beast to base camp (17,500 ft.)
offers 4 lessons for scaling business

4. 1. PREPARE
Line up partners and
support team. Train. Pack
parka and purpose; bring
your “why.” Mine: to keep a
sacred promise to grandma.

5. 2. ADAPT
Our camera breaks. The
winds pick up. Temperatures
plummet. A river rises. A
warning sign says STOP.
We PRESS ON.

6. 3. ACCLIMATE
Going backward to
move forward!
BC to Camp 1, and back to BC
BC to Camp 2, and back to BC
BC to Camp 3, and back to BC
… and so on up the mountain

7. 4. CELEBRATE
…with IV fluids! (Champagne
comes later.)

8. 77% of brands could go away
and no one would care.
(Havas Group)
Transform into a
customer-centric organization

9. 1.PREPARE
Drive Accountability Around CX

10. v
2. ADAPT
Create Active Customer Listening Path

11. 3. ACCLIMATE
Build the Customer Room

12. 4. CELEBRATE
Acclimating to the voice of
customers is a growth
driver and differentiator.
Unforgettable CX invites
customers back again and
again, like the majesty of
Mount Everest.

13. "The highest peak:
a customer for life and a lifetime of
commitment to that customer."
#CX #Showpad
Twitter: @YuHelenYu