76. When Customer Experience Becomes An Existential Experience w/ Todd Hockenberry
May 26, 2020 ·
46m 6s
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Description
Our ideas about customer experience have probably changed drastically due to the COVID-19 pandemic. Customer experience is no longer just about getting value from a service or experience. It’s actually...
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Our ideas about customer experience have probably changed drastically due to the COVID-19 pandemic. Customer experience is no longer just about getting value from a service or experience. It’s actually about helping each other survive. When customer experience is that essential to keeping our livelihoods and lives safe, we have to revisit its deepest foundation: relationships. In this episode, I interview Todd Hockenberry, Consultant, Advisor, and Coach at Top Line Results, about customer centricity and inbound organization. What we talked about: - Alignment is actually about teamwork - True customer-centricity means knowing more about the customer than they know about themselves - A traditional playbook is just frustrating your reps & customers - We are all connected, and no one can succeed alone Check out this resource we mentioned during the podcast: - Dan’s book is Inbound Organization - His coauthor Dan Tyre was also a guest on the Customer Experience Podcast Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.
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Information
Author | Sweet Fish |
Organization | Sweet Fish |
Website | - |
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