Jan 14 2025 48 mins 1
Ed Powers, Principal Consultant at Service Excellence Partners, discusses in depth the measurable impact of digital customer success on revenue retention and long-term loyalty. He and Alex discuss lessons from B2C industries, the importance of viewing the full customer journey, and how companies can embrace constant innovation to scale effectively while avoiding common mistakes in digital CX strategies.
Chapters:
- 00:00 - Intro
- 03:01 - Early career lessons at HP
- 04:01 - Transitioning from hospitality to tech
- 05:20 - The bridge between B2C and B2B CX
- 10:53 - CS impact on revenue retention
- 16:15 - Why exit interviews matter
- 20:50 - Seeing the customer's true journey
- 34:37 - Simplifying scale: Peloton and Ben & Jerry's
- 40:49 - Root causes vs. symptoms in digital motions
- 43:28 - Constant innovation and experimentation
Enjoy! I know I sure did…
Ed's Linkedin: https://www.linkedin.com/in/ed-powers-ab5315/
Thank you to our sponsor, QueryPal!
QueryPal is an incredible platform for support leaders who want to optimize their operations!
Thank you to our sponsor, Vitally!
Vitally is a wonderfully feature-rich, fast-to-implement CSP that we are proud to have as a sponosr!
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The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media.
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