EP 201 - Tom Carnewal (Customer Cross Company) Improving Customer Experience with Friction Hunting

Today on the show, we have Tom Carnewal, founder of Customer Cross Company. In this episode, Tom discusses his role as a Director of Digital Transformation and introduces Carnewal Consult's new brand, the Customer Cross Company. He outlines how they help mid-sized companies with recurring revenue models to set up or evolve their customer success teams. Tom presents key findings of their research, which highlights the importance of tracking usage data and the ineffectiveness of CSAT as a KPI for predicting customer churn. He also introduces the concept of friction hunting to improve customer experience and emphasizes the importance of focusing on customer success rather than just avoiding risks. Tom shares a personal example to illustrate this point and suggests that prioritizing success can lead to better customer retention. We also discuss how defining success for the customer is crucial, and how the ultimate measure of success is achieving their desired outcome. As usual, we're excited to hear what you think of this episode, and if you have any feedback, we would love to hear from you.