{"version":"1.0","type":"rich","provider_name":"Acast","provider_url":"https://acast.com","height":250,"width":700,"html":"<iframe src=\"https://embed.acast.com/$/64c1fb4a8e16bd00116ffd75/67a62a15340a5590cdac32e2?\" frameBorder=\"0\" width=\"700\" height=\"250\"></iframe>","title":"73 | 🚨 Why Most Customer Experience Metrics Are DEAD WRONG (And What Actually Moves Revenue) with Paula Courtney (Verde Group)","thumbnail_width":200,"thumbnail_height":200,"thumbnail_url":"https://open-images.acast.com/shows/64c1fb4a8e16bd00116ffd75/1738943187692-24d1cf05-c4c8-4c2c-8dba-efb11f596c47.jpeg?height=200","description":"<p>Paula Courtney, CEO of Verde Group, improves customer experiences at Fortune 100 firms by identifying and addressing friction points that impact revenue &amp; retention across industries like retail, financial services, manufacturing, telecom, and aerospace.</p><p><br></p><p>In this episode of Good Revenue, host Neeta Bidwai and Paula cover:</p><ul><li>How to identify which customer interactions truly impact business outcomes, moving beyond surface-level satisfaction metrics.</li><li>The critical role of negative experiences in predicting customer behavior, triggering either flight or fight responses.</li><li>Why traditional metrics like NPS and CSAT alone fail to capture the full picture of customer relationships.</li><li>The challenge of maintaining brand consistency across proliferating digital and in-person channels.</li><li>Why synthetic research tools, while valuable, can't fully replace direct customer engagement through surveys and focus groups.</li><li>The increasing pressure to link customer experience initiatives with tangible financial outcomes.</li><li>How successful organizations balance automated processes with the human touch that customers still crave.</li></ul><p><br></p><p>_</p><p>Where to find&nbsp;Paula:</p><p><a href=\"https://www.linkedin.com/in/paula-courtney-3b23861/\" rel=\"noopener noreferrer\" target=\"_blank\">https://www.linkedin.com/in/paula-courtney-3b23861/</a>&nbsp;</p><p><br></p><p>Where to find Neeta:</p><p><a href=\"https://www.linkedin.com/in/neetabidwai/\" rel=\"noopener noreferrer\" target=\"_blank\">https://www.linkedin.com/in/neetabidwai/</a></p><p><br></p><p>Where to find Good Revenue:</p><p><a href=\"https://goodrevenue.io/goodrevenue\" rel=\"noopener noreferrer\" target=\"_blank\">https://goodrevenue.io/goodrevenue</a></p><p><a href=\"https://www.youtube.com/channel/UCHrhuWbpYnUwrR75H2Ip4yQ\" rel=\"noopener noreferrer\" target=\"_blank\">https://www.youtube.com/channel/UCHrhuWbpYnUwrR75H2Ip4yQ</a></p><p><br></p><p>_</p><p>Highlights:</p><p>00:00 Introduction and Guest Welcome</p><p>00:27 Understanding Customer Friction</p><p>01:55 The Importance of Talking to Customers</p><p>04:10 Omni-Channel Customer Experience</p><p>06:10 Predictors of Customer Behavior</p><p>12:39 Case Study: Hand Soap Company</p><p>16:54 Effective Customer Experience Metrics</p><p>30:04 AI and the Future of Customer Experience</p><p>32:38 Lightning Round Questions</p><p><br></p><p>_</p><p>Referenced:</p><p>AI’s effect on customer experience: <a href=\"https://myemail.constantcontact.com/The-Verde-Edition---January-2025--Vol--30.html?soid=1115682176163&amp;aid=cj_zmqp7kao\" rel=\"noopener noreferrer\" target=\"_blank\">https://myemail.constantcontact.com/The-Verde-Edition---January-2025--Vol--30.html?soid=1115682176163&amp;aid=cj_zmqp7kao</a>&nbsp;</p><p>The Verde Group: <a href=\"https://verdegroup.com/\" rel=\"noopener noreferrer\" target=\"_blank\">https://verdegroup.com/</a>&nbsp;</p>","author_name":"Neeta Bidwai"}