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CX: James Dodkins

27:42
 
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Manage episode 253230948 series 1432771
Content provided by Seth Adler. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Seth Adler 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.

James Dodkins, Customer Experience Expert and heavy metal enthusiast, discusses the parallels between the two. First, he touches on the cyclical nature of refining a product to please its audience. Whether it's music or tech, improving upon the output based on feedback about the original product moves the needle forward. At the same time, innovation flourishes in a space void of customer input. The secret to balancing these two conflicting strategies is interpreting feedback to anticipate an unarticulated need. James then weighs the pros and cons of niching down and gaining a hardcore audience or going broad and creating a product that is widely accepted but lackluster, somehow tying in a relevant Nickleback reference. Ultimately, James boils it down to this: "We need to move away from this Industrial Age process standardization mindset and towards a 21st Century customer experience, personalization mindset. Embrace that variation. Understand that people are all different. They have different outcomes, different needs. Make sure that our companies are aligned towards the delivery of those things. Boom."

  continue reading

100 episodes

Artwork

CX: James Dodkins

B2BiQ

published

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Manage episode 253230948 series 1432771
Content provided by Seth Adler. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Seth Adler 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.

James Dodkins, Customer Experience Expert and heavy metal enthusiast, discusses the parallels between the two. First, he touches on the cyclical nature of refining a product to please its audience. Whether it's music or tech, improving upon the output based on feedback about the original product moves the needle forward. At the same time, innovation flourishes in a space void of customer input. The secret to balancing these two conflicting strategies is interpreting feedback to anticipate an unarticulated need. James then weighs the pros and cons of niching down and gaining a hardcore audience or going broad and creating a product that is widely accepted but lackluster, somehow tying in a relevant Nickleback reference. Ultimately, James boils it down to this: "We need to move away from this Industrial Age process standardization mindset and towards a 21st Century customer experience, personalization mindset. Embrace that variation. Understand that people are all different. They have different outcomes, different needs. Make sure that our companies are aligned towards the delivery of those things. Boom."

  continue reading

100 episodes

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