This time on Retain: The Customer Retention Podcast, Lauren sits down with Dave Norton. Dave is a customer experience expert and the Founder of Stone Mantel, a consultancy focused on experience strategy and design. For the last twenty years, Dave has helped companies like Royal Caribbean, Marriott, US Bank and Best Buy set new standards for customer experience strategies.

Together, Lauren and Dave discuss how research into customer experience has impacted the world, what the future of customer experience really looks like, and why companies shouldn’t rely on customer personas anymore.

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Previous guests include: Dave Kerpen, Shep Hyken, Joey Coleman, Dan Gingiss, Brittany Hodak, Ron Kaufman and Jim Tincher.

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Episode 51: Listener Questions From Luke And Matt And On Building Your Fortress Of Solitude