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From B2C to B2B: Simplicity is Key in Digital CS with Ed Powers | Episode 087
Manage episode 461072438 series 3479744
Ed Powers, Principal Consultant at Service Excellence Partners, discusses in depth the measurable impact of digital customer success on revenue retention and long-term loyalty. He and Alex discuss lessons from B2C industries, the importance of viewing the full customer journey, and how companies can embrace constant innovation to scale effectively while avoiding common mistakes in digital CX strategies.
Chapters:
- 00:00 - Intro
- 03:01 - Early career lessons at HP
- 04:01 - Transitioning from hospitality to tech
- 05:20 - The bridge between B2C and B2B CX
- 10:53 - CS impact on revenue retention
- 16:15 - Why exit interviews matter
- 20:50 - Seeing the customer's true journey
- 34:37 - Simplifying scale: Peloton and Ben & Jerry's
- 40:49 - Root causes vs. symptoms in digital motions
- 43:28 - Constant innovation and experimentation
Enjoy! I know I sure did…
Ed's Linkedin: https://www.linkedin.com/in/ed-powers-ab5315/
Thank you to our sponsor, QueryPal!
QueryPal is an incredible platform for support leaders who want to optimize their operations!
Thank you to our sponsor, Vitally!
Vitally is a wonderfully feature-rich, fast-to-implement CSP that we are proud to have as a sponosr!
+++++++++++++++++
Like/Subscribe/Review:
If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review.
Website:
For more information about the show or to get in touch, visit DigitalCustomerSuccess.com.
Buy Alex a Cup of Coffee:
This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media.
Learn more at: https://www.lifetimevaluemedia.com
Capitoli
1. From B2C to B2B: Simplicity is Key in Digital CS with Ed Powers | Episode 087 (00:00:00)
2. Enhancing Customer Experience With Digital (00:00:33)
3. Analyzing Customer Behavior for Success (00:13:13)
4. Gaining Insights Through Customer Interviews (00:18:20)
5. Designing for Simplicity and Scale (00:29:53)
6. Value of Customer Success and Digital (00:40:27)
7. Supporting Digital CX Growth Through Reviews (00:48:15)
92 episodi
From B2C to B2B: Simplicity is Key in Digital CS with Ed Powers | Episode 087
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.
Manage episode 461072438 series 3479744
Ed Powers, Principal Consultant at Service Excellence Partners, discusses in depth the measurable impact of digital customer success on revenue retention and long-term loyalty. He and Alex discuss lessons from B2C industries, the importance of viewing the full customer journey, and how companies can embrace constant innovation to scale effectively while avoiding common mistakes in digital CX strategies.
Chapters:
- 00:00 - Intro
- 03:01 - Early career lessons at HP
- 04:01 - Transitioning from hospitality to tech
- 05:20 - The bridge between B2C and B2B CX
- 10:53 - CS impact on revenue retention
- 16:15 - Why exit interviews matter
- 20:50 - Seeing the customer's true journey
- 34:37 - Simplifying scale: Peloton and Ben & Jerry's
- 40:49 - Root causes vs. symptoms in digital motions
- 43:28 - Constant innovation and experimentation
Enjoy! I know I sure did…
Ed's Linkedin: https://www.linkedin.com/in/ed-powers-ab5315/
Thank you to our sponsor, QueryPal!
QueryPal is an incredible platform for support leaders who want to optimize their operations!
Thank you to our sponsor, Vitally!
Vitally is a wonderfully feature-rich, fast-to-implement CSP that we are proud to have as a sponosr!
+++++++++++++++++
Like/Subscribe/Review:
If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review.
Website:
For more information about the show or to get in touch, visit DigitalCustomerSuccess.com.
Buy Alex a Cup of Coffee:
This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media.
Learn more at: https://www.lifetimevaluemedia.com
Capitoli
1. From B2C to B2B: Simplicity is Key in Digital CS with Ed Powers | Episode 087 (00:00:00)
2. Enhancing Customer Experience With Digital (00:00:33)
3. Analyzing Customer Behavior for Success (00:13:13)
4. Gaining Insights Through Customer Interviews (00:18:20)
5. Designing for Simplicity and Scale (00:29:53)
6. Value of Customer Success and Digital (00:40:27)
7. Supporting Digital CX Growth Through Reviews (00:48:15)
92 episodi
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