Artwork

Contenuto fornito da Alex Turkovic. Tutti i contenuti dei podcast, inclusi episodi, grafica e descrizioni dei podcast, vengono caricati e forniti direttamente da Alex Turkovic o dal partner della piattaforma podcast. Se ritieni che qualcuno stia utilizzando la tua opera protetta da copyright senza la tua autorizzazione, puoi seguire la procedura descritta qui https://it.player.fm/legal.
Player FM - App Podcast
Vai offline con l'app Player FM !

From B2C to B2B: Simplicity is Key in Digital CS with Ed Powers | Episode 087

49:55
 
Condividi
 

Manage episode 461072438 series 3479744
Contenuto fornito da Alex Turkovic. Tutti i contenuti dei podcast, inclusi episodi, grafica e descrizioni dei podcast, vengono caricati e forniti direttamente da Alex Turkovic o dal partner della piattaforma podcast. Se ritieni che qualcuno stia utilizzando la tua opera protetta da copyright senza la tua autorizzazione, puoi seguire la procedura descritta qui https://it.player.fm/legal.

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!

Support the show

+++++++++++++++++
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

…   continue reading

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

Artwork
iconCondividi
 
Manage episode 461072438 series 3479744
Contenuto fornito da Alex Turkovic. Tutti i contenuti dei podcast, inclusi episodi, grafica e descrizioni dei podcast, vengono caricati e forniti direttamente da Alex Turkovic o dal partner della piattaforma podcast. Se ritieni che qualcuno stia utilizzando la tua opera protetta da copyright senza la tua autorizzazione, puoi seguire la procedura descritta qui https://it.player.fm/legal.

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!

Support the show

+++++++++++++++++
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

…   continue reading

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

Tutti gli episodi

×
 
Loading …

Benvenuto su Player FM!

Player FM ricerca sul web podcast di alta qualità che tu possa goderti adesso. È la migliore app di podcast e funziona su Android, iPhone e web. Registrati per sincronizzare le iscrizioni su tutti i tuoi dispositivi.

 

Guida rapida

Ascolta questo spettacolo mentre esplori
Riproduci