CX Goalkeeper with Mary Drumond SECOND HALF - E53 is about customers' behaviours and a lot more

The CX Goalkeeper had a smart discussion with Mary DrumondChief Marketing Officer at Worthix, host of the Voices of CX, Keynote speaker and thought leader in CX.I split the discussion in 2 episodes, the first one went live last week!In this episode:- How to operationalizing empathy- Focus on identifying impact as the frequency is relative (superb example from Mary here :)- Changing expectations are also relevant, the market is so fast (Blackberry example)- The purchase decisioning process is steered by tangible drivers: price, quality and relationship AND intangible drivers: social proof and brand identification.Her book suggestion:"Thinking fast and thinking slow", Daniel KahnemanMary’s golden nugget:“Focus on IMPACT, understand perceptions. Putting your customers at the center of your operations always pay off!”How to contact Mary:- https://worthix.com/- https://www.linkedin.com/in/marydrumond/Mary’s podcast:- https://blog.worthix.com/category/voices-of-cx-podcast/Thank you, Mary!Mentioned in the discussion with Mary: Colin Shaw, Shep Hyken, James Dodkins, GaryVee, Ian GoldingAnd the book: Influence, The Psychology of Persuasion, Robert B. Cialdini#customerexperience #leadership #cxgoalkeeper #cxtransformation #podcast #empathy #feedback

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Business & Digital Transformation, Leadership, Innovation and Customer Experience. It's not about B2B or B2C business - we are in a HUMAN to HUMAN environment. Don't waste your time looking for latest insights, best practices, methods, ... I bring them to you. I personally select the best thought leaders, experts, specialists and friends to give you, episode after episode, everything you need to smartly play in your job and in your life. More information: www.cxgoalkeeper.com/podcast About Gregorio Uglioni - Transforming Business Into Value Generating Engines - Creating Long-Lasting Impact Leveraging Customer Experience - Host Of The Globally Recognized CX Goalkeeper Podcast “Customer Experience Goals” - Speaker at global events & at podcasts - Judge at International Awards - CX Lecturer for several institutions customer experience, experience, customer service, service, transformation, cx transformation, agility, best practices, customer, acquisition, retention, cost to serve, best in class service, best in class experience, thought leader, transformation manager, cx manager, senior management, cx strategy, voice of the customer, voice of the employee, growth, purpose, improve business results, award-winning strategy, cx community, leadership, improvements, cx governance, experience design, customer journey, ACXS, CCXP, CXPA, employee experience, innovation, cx culture, cx design, cx architecture, service culture, people first, human being, purpose