Customer Confidential: Untold Stories of Earned Growth
Business:Management
Ep 228: Tony Ezell | Sustaining Success: How Customer Loyalty Drives Organizational Stability
How does a global medical technology company maintain customer focus while managing operational challenges during a pandemic?
In this episode, Tony Ezell, executive vice president of North America and chief marketing officer for Becton, Dickinson and Company (BD), explores how integrating customer feedback into your business strategy can maintain—and even enhance—customer loyalty by helping shape business strategies that are both robust and responsive to evolving customer needs.
Tony outlines how customer loyalty and adaptability are essential strategic tools in healthcare innovation. Together, we explore how BD leveraged a customer-centric approach to skillfully navigate operational continuity and customer satisfaction.
We also take a short trip down memory lane to connect the dots from our chat with Tony a decade ago, exploring the ongoing impact of customer experience and Net Promoter Systems on Tony's evolving career trajectory and leadership style.
Guest: Tony Ezell, executive vice president of North America and chief marketing officer, Becton, Dickinson and Company
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Host: Rob Markey
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