Customer experience has become the top priority for many different industries, yet they struggle to have a clear definition of what it means to provide exceptional service. Brad Christian, Chief Customer Officer of Market Force, joins us to offer clarity and discuss the true meaning of customer experience.
Brad Christian, Chief Customer Officer of Market Force, joins us to share the true meaning of customer experience. Brad and his team at Market Force have become masters of customer experience and have shared some of the best-practices that impact CX design.

 

In this first segment, Brad discusses major influences that have been evolving the customer experience landscape.

 

Click here for the podcast version of the full interview.

 

Capturing the True Meaning of Customer Experience

 

  • Measuring customer expectations. minute 4:00

     

  • How B2B companies can benefit from a variety of mystery shops. minute 6:20

     

  • Understanding the implications of consumer feedback and having the systems in place to support it. minute 7:50

     

  • How social media influences customer experience. minute 9:27

     

Skip to minute 10:25 to hear Brad address how social care can impact customer recovery:

 

“All brands have the opportunity to benefit or not from the reality that social media is everywhere and people are on it commenting constantly. Even B2B businesses that have people that might get on a social channel and talk about them need to be listening. “

 

See more of Brads interview here:

 

How Customer Experience Impacts Financial Performance

 

Third-Party Perspectives on Customer Experience

 

Explore our Customer Success and Customer Experience insights, or connect with an expert to learn more about developing a world-class CX design.

 

 

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ABOUT THE AUTHOR

Matt Sharrers

Leads the firm's focus on the CEO’s role in accelerating revenue growth by embracing emerging best practices to grow revenue faster than the industry and competitors. 

Matt Sharrers is the CEO of SBI, a management consulting firm specialized in sales and marketing that is dedicated to helping you Make Your Number. Forbes recognizes SBI as one of The Best Management Consulting Firms in 2017.

 

Over the course of nearly a decade at SBI, Matt Sharrers was an instrumental early partner guiding SBI as the Senior Partner. Matt’s functional responsibilities included acting as the head of sales where he led SBI’s double-digit revenue growth, and was responsible for the hiring function to build SBI’s team of revenue generation experts.

 

Prior to joining SBI in 2009, Matt spent eleven years leading sales and marketing teams as a Vice President of Sales. Matt has “lived in the field.” As a result, he is the foremost expert in the art of separating fact from fiction as it relates to revenue growth best practices. CEOs and Private equity investors turn to Matt’s team at SBI when they need to unlock trapped growth inside of their companies.

 

 

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