CX Passport The one where memories matter - Gus Imhof E72
What's on your mind? Let CX Passport know...
đ¤The experience doesnât matter?! Interesting. Find out more in âThe one where memories matterâ CX Passport episode 72 with Gus Imhof đ§ Whatâs in the show?...
đĄSurveys aren't dead. Bad surveys are dead.
đ§ Design your experience for memorability
đ¤ The family ranch in Brazil!
đThe risk of survey scope creep
đˇââď¸If you ask, you better DO something about what you learn
âDon't force the customer into telling you about something they don't care about
đŁWhy would you ask for NPS at the DMV?!?!
đâThe reality isâŚcustomer experience does nothing for your business. The experience your customer has with your brand does not impact your bottom line. What impacts your future performance is what they remember from those experiences.â - Gus
Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.
Episode resources:
Master's Thesis 2019 in the International Journal of Market Research âThe Dawn of CX Metricsâ journals.sagepub.com/doi/abs/10.1177/1470785319848955
Gus Imhof: www.linkedin.com/in/gustavoimhof
Web site: cxahead.com