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AI. Offshoring. Delight. Rage. What is the Impact to Revenue, Reputation and Loyalty? (Ft. John Goodman)

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Manage episode 441367031 series 2876000
Content provided by Robert Azman. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Robert Azman or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.

He’s back! And does he have some great new research, insights and perspectives to share on this episode of the All Things Considered CX podcast.
John Goodman joins me to talk about AI, Offshoring, Delighting customers, the latest info related to focused research on CPG customer delight and so much more! John has joined me several times in the past and always has an informative, thought-provoking topic to discuss and this conversation is no different. John is Vice Chairman of Customer Care Measurement and Consulting (CCMC). The universal adages, “It costs five times as much to win a new customer as to keep an existing one.” and “Twice as many people hear about a bad experience as a good one.” are both based on his research. CX metrics are always hot topics but John’s straightforward, no-nonsense approach to them is refreshing!

#CXM
#CX
#CXMPodcast
#AI
#customerexperience

  continue reading

125 episodes

Artwork
iconShare
 
Manage episode 441367031 series 2876000
Content provided by Robert Azman. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Robert Azman or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.

He’s back! And does he have some great new research, insights and perspectives to share on this episode of the All Things Considered CX podcast.
John Goodman joins me to talk about AI, Offshoring, Delighting customers, the latest info related to focused research on CPG customer delight and so much more! John has joined me several times in the past and always has an informative, thought-provoking topic to discuss and this conversation is no different. John is Vice Chairman of Customer Care Measurement and Consulting (CCMC). The universal adages, “It costs five times as much to win a new customer as to keep an existing one.” and “Twice as many people hear about a bad experience as a good one.” are both based on his research. CX metrics are always hot topics but John’s straightforward, no-nonsense approach to them is refreshing!

#CXM
#CX
#CXMPodcast
#AI
#customerexperience

  continue reading

125 episodes

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