Podcast ¦ CX Passport: The one with outcomes not experiences – Jermaine Edwards B2B Customer Growth Strategist E157

This podcast episode features a conversation with Jermaine Edwards, the founder and chief customer growth advisor at irreplaceable advisory group. Edwards discusses the challenges of building and scaling businesses and the skepticism towards customer experience (CX) initiatives in boardrooms. He emphasizes the importance of clear definitions in CX and highlights the need for a customer-centric culture that shapes decision making across the business. Edwards also emphasizes the focus on outcomes rather than just experiences and provides examples to illustrate this point. He mentions the importance of understanding your customers and tailoring the experience to their needs. Edwards concludes by highlighting the differences between McDonald’s and Ferrari in terms of customer focus and decision making. Overall, the episode provides insights and practical advice for building customer-centric organizations.

Key Points:

• Clear definitions in CX are crucial for effective communication and decision making.
• A clear customer centricity practice is essential for a successful CX initiative.
• Customers are looking for outcomes, not just experiences.
• Understanding your customers and meeting their needs is key to delivering a great CX.
• Mobile ordering at Starbucks is an example of tailoring the experience to different customer preferences.
• Customer focus should be based on deep understanding of your own customers, not case studies from other companies.

Key Statistics:

• No statistics mentioned in the podcast episode.

Key Takeaways:

• Clear definitions are important for effective CX initiatives.
• A customer-centric culture that shapes decision making is crucial.
• Focus on outcomes rather than just experiences.
• Understanding your customers and tailoring the experience to their needs is key.
• Mobile ordering can be an efficient way to meet different customer preferences.
• Make decisions based on your own customers, not others’ case studies.