Nick Mehta, CEO at Gainsight, believes there are three pillars to a great customer experience and he points to Peloton as an example. 

One thing great about Peloton is they combine human and digital, Nick said. 

First, you need a human connection. That could be a customer success manager at a B2B tech company. And for Peloton, it is the relationship with a coach. Nick’s favorite instructor Cody Rigsby for example. 

The second pillar is the product. Nick said Peloton’s digitally-connected product delivers what he (the customer) needs and wants to know for a workout. 

The third pillar is a community of other human beings. This is the leaderboard, which allows you to compete with the rest of the Peloton users in the same class as you and your type of equipment.

“That triad is the future,” Nick said.

In this bonus podcast episode, a previously recorded LinkedIn Live conversation, Andy MacMillan, UserTesting’s CEO, talks with Nick to discuss what makes a great customer experience and why that's so important for today's businesses. Their conversation was part of the User Tested book tour.

Listen to the episode for further insights.