Paula Courtney, CEO of Verde Group, improves customer experiences at Fortune 100 firms by identifying and addressing friction points that impact revenue & retention across industries like retail, financial services, manufacturing, telecom, and aerospace.

In this episode of Good Revenue, host Neeta Bidwai and Paula cover:

• How to identify which customer interactions truly impact business outcomes, moving beyond surface-level satisfaction metrics.
• The critical role of negative experiences in predicting customer behavior, triggering either flight or fight responses.
• Why traditional metrics like NPS and CSAT alone fail to capture the full picture of customer relationships.
• The challenge of maintaining brand consistency across proliferating digital and in-person channels.
• Why synthetic research tools, while valuable, can't fully replace direct customer engagement through surveys and focus groups.
• The increasing pressure to link customer experience initiatives with tangible financial outcomes.
• How successful organizations balance automated processes with the human touch that customers still crave.

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Where to find Paula:

https://www.linkedin.com/in/paula-courtney-3b23861/ 

Where to find Neeta:

https://www.linkedin.com/in/neetabidwai/

Where to find Good Revenue:

https://goodrevenue.io/goodrevenue

https://www.youtube.com/channel/UCHrhuWbpYnUwrR75H2Ip4yQ

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Highlights:

00:00 Introduction and Guest Welcome

00:27 Understanding Customer Friction

01:55 The Importance of Talking to Customers

04:10 Omni-Channel Customer Experience

06:10 Predictors of Customer Behavior

12:39 Case Study: Hand Soap Company

16:54 Effective Customer Experience Metrics

30:04 AI and the Future of Customer Experience

32:38 Lightning Round Questions

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Referenced:

AI’s effect on customer experience: https://myemail.constantcontact.com/The-Verde-Edition---January-2025--Vol--30.html?soid=1115682176163&aid=cj_zmqp7kao 

The Verde Group: https://verdegroup.com/ 

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