CX Goalkeeper with Mary Drumond SECOND HALF - E53 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, the first one went live last week!

In this episode:

- How to operationalizing empathy

- Focus on identifying impact as the frequency is relative (superb example from Mary here :)

- Changing expectations are also relevant, the market is so fast (Blackberry example)

- The purchase decisioning process is steered by

tangible drivers: price, quality and relationship AND

intangible drivers: social proof and brand identification.

Her book suggestion:

"Thinking fast and thinking slow", Daniel Kahneman

Mary's golden nugget:

"Focus on IMPACT, understand perceptions. Putting your customers at the center of your operations always pay off!"

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!

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

#customerexperience #leadership #cxgoalkeeper #cxtransformation #podcast #empathy #feedback