Ep. 2: How Customer Rage, Delight and Employee Frustration Align (With John Goodman)

Did you know 70% of employee frustrations overlap with customer frustrations? And, have you heard that creating an emotional connection with customers makes them 6x more likely to purchase from your company again? According to John Goodman, Vice Chairmain of Customer Care Measurement & Consulting (CCMC), identifying causes of customer attrition and lost sales is a drain on executives - no one likes to revisit failures. And uncovering employee frustrations doesn’t bring people joy, either. To most, bad news is seen as negative. But really it’s an opportunity. Learning where your company frustrates customers (and agents) gives you the insight you need to improve. And, understanding how to delight your customers along the way breeds lasting loyalty.Tune in to hear John talk about how getting a grip on customer rage, delight, and employee frustration helps you build a business case (and get executive buy-in) for investing in a better customer experience.P.S. Check out John's (free!) 2021 National Customer Delight Study.