Zoom's CEO shares his secret: 'Every day, I join customer meetings'
Eric S. Yuan, the founder and CEO of Zoom, says his mission is to create customer happiness. In this exclusive CXOTalk conversation, he explains how Zoom delights customers despite growing at a breakneck pace. Learn how to delight your own customers and create a great customer experience.
Eric Yuan started Zoom in 2011 with the simple goal of building a better video conferencing product. Today, the company is one of the world's most recognizable brands and among the fastest-growing companies anywhere.
How does this CEO ensure customer happiness while growing and managing in the harsh spotlight of a world stage? It's a tough challenge that is central to how Yuan operates the company.
"When you build a business, you cannot, as a CEO, do everything. You need to count on your employees."
"If employees are not happy, customers can feel that and will not be happy. For me as CEO, my number one priority is to make sure our employees are happy, and then they can deliver happiness to our customers. Internally, our number one priority."
Watch the complete conversation embedded above and read the full transcript. Here are edited comments from my most recent conversation with Eric Yuan, the CEO of Zoom:
What does customer happiness mean at Zoom?
Customer happiness is still our core value. That has not changed at all.
Prior to the COVID-19 pandemic crisis, Zoom was built to serve enterprise, business, and government customers. But since last year, we've had many new consumers, [so] we feel great responsibility. Not only do we deliver happiness to the enterprise, but also, we want to embrace those new use cases and do more for them.
First, we've got to look at everything from a customer perspective. That's number one.
Number two, because we have so many first-time new users, we need to keep everything open and transparent. Make sure we share with them and communicate with them about why we will make a change and why they have to upgrade their plan or the next release, next version. We've got to communicate with them well because a lot of new users are first-time consumers. That's the second thing.
Third, internally we've got to focus on our company culture. That's extremely important.
Why is company culture important to customer experience?
Company culture is the number one important thing.
In December 2019, daily meeting participants on a peak day were around ten million. Back in March and April, it was 30 times more. It jumped quickly to 300 million daily meeting participants.
If we did not invest in our company culture, I could tell you a lot of employees might have quit already because it's huge pressure, working very hard around the clock.
When you invest in the company culture, employees do not complain. They just move forward with solutions, with the plan.
We more than doubled the size of the company last year because of the company culture.
Our company culture is just two words: deliver happiness. As CEO, my number one priority is to make sure our employees are happy. Together, as a business, we make our customers happy. That's our company culture.
Our company value is just one word: care. Meaning, care about the community, customers, the company, teammates, as well as ourselves.