CX Goalkeeper with Mary Drumond FIRST HALF – E52 is about Customers’ Behaviours and a lot more

The CX Goalkeeper had a smart discussion with Mary Drumond

Chief Marketing Officer at Worthix, host of the Voices of CX, Keynote speaker and thought leader in CX.

I split the discussion in 2 episodes, stay tuned also for the second part next week!

In this episode:

• Customers are bombarded by requests for feedback

• Asking customers for feedback mean asking for their time

• Feedback is a gift

• Common mistakes: surveys are too long, are focused on the company interests, and they don’t provide insights on how strongly the experience is affected

• Big companies need tech solutions to elaborate the feedback

… and much more

How to contact Mary:

• https://worthix.com/

• https://www.linkedin.com/in/marydrumond/

Mary’s podcast:

• https://blog.worthix.com/category/voices-of-cx-podcast/

Thank you, Mary!

#customerexperience #leadership #cxgoalkeeper #cxtransformation #podcast

Mentioned in the discussion with Mary:

Colin Shaw, Shep Hyken, James Dodkins, GaryVee, Ian Golding

And the book: Influence, The Psychology of Persuasion, Robert B. Cialdini