33 min listen
175) #ExponentialInsights - From Impressed to Obsessed: Why You Need to Invest in Customer Experience
175) #ExponentialInsights - From Impressed to Obsessed: Why You Need to Invest in Customer Experience
ratings:
Length:
45 minutes
Released:
Mar 14, 2022
Format:
Podcast episode
Description
Companies subject their customers to unthinkable indignities every day.
It’s time to inject more humanity into our interactions with our customers.
It’s time to imbue our interactions with more emotional resonance.
It’s time to improve the customer experience.
That’s why I’m talking to Jon Picoult, Founder & Principal at Watermark Consulting. He literally wrote the book on it — From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans.
In this episode, we delve into the nitty gritty of acing the customer experience.
Join us as we discuss:
The difference between customer service and customer experience
How positive employee experience leads to positive customer experience
How to make the case for investing in customer experience
The importance of creating peaks and valleys and finishing strong
Check out these resources we mentioned during the podcast:
JonPicoult.com
You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.
Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.
It’s time to inject more humanity into our interactions with our customers.
It’s time to imbue our interactions with more emotional resonance.
It’s time to improve the customer experience.
That’s why I’m talking to Jon Picoult, Founder & Principal at Watermark Consulting. He literally wrote the book on it — From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans.
In this episode, we delve into the nitty gritty of acing the customer experience.
Join us as we discuss:
The difference between customer service and customer experience
How positive employee experience leads to positive customer experience
How to make the case for investing in customer experience
The importance of creating peaks and valleys and finishing strong
Check out these resources we mentioned during the podcast:
JonPicoult.com
You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.
Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.
Released:
Mar 14, 2022
Format:
Podcast episode
Titles in the series (100)
7) #InsideDigitalGrowth: 3 Ways to Help Guide Customers Through Their Post- Covid Financial Struggle: These are challenging times for all of us. Unemployment numbers are devastating. Your account holders’ finances very well may be affected, as they struggle to adapt to a Post-Covid world. People are going to remember how you treat them during this ti... by Banking on Digital Growth