Mastering Evolving Customer Expectations - Damian Kernahan - Fractional C-Suite Retreat - Episode #62

In this insightful discussion, Damian shares his expert take from years of consulting in customer experience. Learn about the dramatic shift in customer values and why your previous value propositions might need a refresh. Discover how elevated expectations for care and deep, meaningful customer insights can revolutionize your approach and substantially boost retention and value.

 

Takeaways:

• Shift in Customer Values: The pandemic has fundamentally changed customer priorities, making previous value propositions less relevant.
• Elevated Expectations for Care: Customers now place a higher premium on care, impacting their expectations from businesses significantly.
• Core Customer Needs: Identifying universal customer needs can streamline customer experience strategies and improve effectiveness across the board.
• Deep Customer Insights: Businesses need to go beyond superficial data to uncover the deep insights that truly inform effective strategies.
• Retention through Experience: Improving customer experience can lead to substantial increases in customer retention and lifetime value.
• Externally-Focused Customer Strategies: Successful customer strategies start with external insights to accurately reflect customer needs.
• Continuous Customer Engagement: Keeping a pulse on continuous shifts in customer preferences is crucial for maintaining alignment and satisfaction.

 

Quote of the Show:

"Customer lifetime value is one of the most valuable metrics an organization can use." - Damian Kernahan

 

Links

• X: https://twitter.com/protopartners
• LinkedIn https://www.linkedin.com/in/customer-experience-innovation/ 
• Website: http://www.protopartners.com.au/

 

Ways to Tune In

• Amazon Music - https://music.amazon.com/podcasts/9a0b6e7b-76d7-4909-ab01-e3082d6637e0/the-fractional-c-suite-retreat
• Apple Podcast - https://podcasts.apple.com/us/podcast/the-fractional-c-suite-retreat/id1597847745
• Spotify - https://open.spotify.com/show/5Z2uHcI4xXz92M9sODSoYL?si=a89b68adf7134964
• Google Podcast - https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZnJhY3Rpb25hbGNzdWl0ZXJldHJlYXQuY29tL2ZlZWQueG1s
• YouTube: https://youtu.be/Y9t8Rq-nk64 

 

Fractional C-Suite Retreat is produced by Frost Media Group

Learn more at https://frostmediagroup.com