• Spike Jones

CX Confessions Podcast: Episode 3 - The Godfather of CX: A Look at Metrics and Loyalty

Customer experience is reshaping how marketing is taking place. It can no longer be just about how great the product is; the customer needs to be treated equally important.

Don Peppers, Customer Experience Authority, Author and Speaker, joins the show to discuss the customer experience.

What we talked about:

  • The Transformation from Product-Centric to Customer-Centric

  • Reconciling Future Benefits for Current Costs

  • Customer Surveys and Where They Go Wrong

  • Removing Sources of Friction in the Customer Experience

  • Alignment Metrics for Loyalty

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