Knowing Your Customer and Protecting Their Trust w/ Paula Courtney

Making the Fan

English - November 23, 2021 12:00 - 48 minutes - 33.3 MB - ★★★★★ - 38 ratings
Business Sports customer experience sports business fan experience employee engagement corporate culture revenue generation consumer insights operations sportsbiz consulting Homepage Download Apple Podcasts Google Podcasts Overcast Castro Pocket Casts RSS feed

Previous Episode: Elevating the Voice of the Fan w/ Chief Fan Officer Shawn McIntosh

Next Episode: Uncovering The 5 Languages of Appreciation in the Workplace w/ Dr. Paul White

This week on Flip the Switch, we are joined by Paula Courtney, CEO of the Verde Group. Partnering with many Fortune 100 companies, the Verde Group brings unique methods to studying consumer behavior and improving the customer experience. Rather than asking “How was your experience?” Paula and her team probe for customer dissatisfaction. Their research has demonstrated that innovating off of points of friction and restoring consumer confidence have a greater financial impact on organizations. This episode dives into the five key elements of consumer choice, knowing your customer and maintaining their loyalty.

Show Notes

3:13 The “Re-Imagined Consumer” and their Revised Personal Purpose

6:43 The 5 Key Elements to Consumer Choice

11:36 Identifying Moments that Matter in the Experience

15:12 Factors that Influence Net Promoter Scores

17:28 Creating Actionable Insights > Measuring Attitudes

19:29 The Impact of Negative Experiences on the Bottom Line

24:06 Studying the “Wow” Factor

26:05 How Do You Want to Receive Customer Support?

28:22 The Only Currency That Matters

33:08 Unique Service Recovery Tools

36:21 The Customer Super Agent

40:54 Recognize, Not Reward Your Loyal Customers