36. The Financial Side of CX: Which Customers Should You Invest In? w/ Sarah Toms

In any given company, not all customers are created equal. 

So, we need to know where, when, and in whom we should be investing. 

Well, on today’s episode of The Customer Experience podcast, we did something a little bit unique — we put customer experience into a financial context. Sarah Toms came on the show to talk about customer centricity: aligning your products and services to the needs of your customers to maximize their value to your firm. 

For the past six years, Sarah has served in IT Director roles at The Wharton School at the University of Pennsylvania. She is currently the Executive Director of Wharton Interactive at The Wharton School and recently co-authored a book titled, “The Customer Centricity Playbook.”

What we talked about:

  • What is customer centricity
  • What are common myths and misperceptions about customer centricity
  • How to get an approximation of your LTV
  • What sparked Wharton Interactive

Resources we talked about:

 

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Om Podcasten

Creating and delivering better experiences for our customers is the single most important thing we can do today. Learn how Sales, Marketing, and Customer Success leaders create internal alignment, achieve desired outcomes, and exceed customer expectations in a personal and human way. The Customer Experience Podcast explores this challenge at various stages of growth as we all work together on the customer journey from acquisition to advocacy. Each episode features topics like: personal touch, human touch, customer journey, lifecycle marketing, sales process, customer service, customer success, raving fans, video email, video communication, B2B sales and marketing, personalization, automation.