Click here for the podcast version of the full interview.
The Impact of Customer Experience on Financial Performance
- Insights for investing in customer experience initiatives. minute 4:45
- Predictive analytics for B2B companies. minute 5:42
- Brad shares five lessons to managing different functions of the customer experience. minute 8:30
Skip to minute 9:00 to hear Brad’s advice on executing on your brand promise:
“A lot of the executives that we talk with early days push back on the notion of they’ve got to comp plan, I shouldn’t have to incent these behaviors. I shouldn’t have to incent these CS attributes… We think that if you put the right kind of compensation structure around this, you can drive really outsized results…”
See more of Brad’s interview here: