CX Goalkeeper with Mary Drumond SECOND HALF - E53 is about customers' behaviours and a lot more

The CX Goalkeeper had a smart discussion with Mary Drumond Chief Marketing Officer at Worthix, host of the Voices of CX, Keynote speaker and thought leader in CX. I split the discussion in 2 episodes, the first one went live last week! In this episode: - How to operationalizing empathy - Focus on identifying impact as the frequency is relative (superb example from Mary here :) - Changing expectations are also relevant, the market is so fast (Blackberry example) - The purchase decisioning process is steered by tangible drivers: price, quality and relationship AND intangible drivers: social proof and brand identification. Her book suggestion: "Thinking fast and thinking slow", Daniel Kahneman Mary's golden nugget: "Focus on IMPACT, understand perceptions. Putting your customers at the center of your operations always pay off!" How to contact Mary: - https://worthix.com/ - https://www.linkedin.com/in/marydrumond/ Mary's podcast: - https://blog.worthix.com/category/voices-of-cx-podcast/ Thank you, Mary! Mentioned in the discussion with Mary: Colin Shaw, Shep Hyken, James Dodkins, GaryVee, Ian Golding And the book: Influence, The Psychology of Persuasion, Robert B. Cialdini #customerexperience #leadership #cxgoalkeeper #cxtransformation #podcast #empathy #feedback