73 | 🚨 Why Most Customer Experience Metrics Are DEAD WRONG (And What Actually Moves Revenue) with Paula Courtney (Verde Group)

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.