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/

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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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From B2C to B2B: Simplicity is Key in Digital CS with Ed Powers | Episode 087