Hey CX Nation,
In this week's episode of The CXChronicles Podcast #218 we welcomed Dennis Armbruster, Executive Vice President at The Verde Group.
The Verde Group is a customer experience consultancy, creating value by employing a proprietary research methodology that is based on a fundamental principle of human behavior: Individuals are far more likely to take action in response to negative events than positive ones.
Verde clients use @Risk analysis to understand why their customers behave in a certain way and what actions to take to alter those behaviors.
In this episode, Dennis and Adrian chat through how he has tackled The Four CX Pillars: Team, Tools, Process & Feedback and shares tips & best practices that have worked across his own customer focused business leader journey.
**Episode #218 Highlight Reel:**
1. Understanding how to leverage market research to boost customer loyalty
2. Identifying the core friction points in your customer experiences
3. Involving your customer facing team in the interpretation of your customer data
4. Attaching potential ROI projections on all of your CX/CS focused CTAs
5. Educating your team in the financial metrics that help fuel growth & revenues
Huge thanks to Dennis for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.
Click here to learn more about Dennis Armbruster
Click here to learn more about The Verde Group
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Remember To Make Happiness A Habit!!