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