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It didn’t all change in March 2020. Not really. The UK high street has been in the throes of a gradual revolution for decades. From the rise of ecommerce, to the birth of mobile, social commerce, and a growing emphasis on experience, change has been underway for a while. In fact for many, the pandemic has acted as a wake-up call. Digital transformation was no longer a ‘nice to have’ but a matter of survival. Necessity sparked innovation and customers are enjoying more flexibility and conveni ...
221. Creating Customer Impact in Moments That Matter w/ Jacco van der Kooij
Manage episode 342366961 series 3253424
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Merely getting to the sale and figuring out later how to deliver what you sold does not work in a recurring revenue business. Actually, it’s customer success that makes the money now, because they create the experiences for customers around moments that matter.
Which moments matter most?
In this episode of our Human-Centered Communication expert series (which originally aired on September 14, 2021), Steve Pacinelli and I interview Jacco van der Kooij, Founder of Winning by Design, about building a customer impact journey around moments that matter.
Join us as we discuss:
Why sales knowledge comes with great responsibility
How recurring revenue models shift customer experience to customer success
What the Bow Tie Funnel is and how it affects customer impact
What the customer impact journey and counter impacts are
How priority has replaced other buying determinants
Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.
Listening on a desktop & can’t see the links? Just search for the Customer Experience Podcast in your favorite podcast player.
Which moments matter most?
In this episode of our Human-Centered Communication expert series (which originally aired on September 14, 2021), Steve Pacinelli and I interview Jacco van der Kooij, Founder of Winning by Design, about building a customer impact journey around moments that matter.
Join us as we discuss:
Why sales knowledge comes with great responsibility
How recurring revenue models shift customer experience to customer success
What the Bow Tie Funnel is and how it affects customer impact
What the customer impact journey and counter impacts are
How priority has replaced other buying determinants
Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.
Listening on a desktop & can’t see the links? Just search for the Customer Experience Podcast in your favorite podcast player.
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