Paula Courtney, CEO of Verde Group, improves customer experiences at Fortune 100 firms by identifying and addressing friction points that impact revenue & retention across industries like retail, financial services, manufacturing, telecom, and aerospace.
In this episode of Good Revenue, host Neeta Bidwai and Paula cover:
- How to identify which customer interactions truly impact business outcomes, moving beyond surface-level satisfaction metrics.
- The critical role of negative experiences in predicting customer behavior, triggering either flight or fight responses.
- Why traditional metrics like NPS and CSAT alone fail to capture the full picture of customer relationships.
- The challenge of maintaining brand consistency across proliferating digital and in-person channels.
- Why synthetic research tools, while valuable, can't fully replace direct customer engagement through surveys and focus groups.
- The increasing pressure to link customer experience initiatives with tangible financial outcomes.
- How successful organizations balance automated processes with the human touch that customers still crave.
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Where to find Paula:
https://www.linkedin.com/in/paula-courtney-3b23861/
Where to find Neeta:
https://www.linkedin.com/in/neetabidwai/
Where to find Good Revenue:
https://goodrevenue.io/goodrevenue
https://www.youtube.com/channel/UCHrhuWbpYnUwrR75H2Ip4yQ
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Highlights:
00:00 Introduction and Guest Welcome
00:27 Understanding Customer Friction
01:55 The Importance of Talking to Customers
04:10 Omni-Channel Customer Experience
06:10 Predictors of Customer Behavior
12:39 Case Study: Hand Soap Company
16:54 Effective Customer Experience Metrics
30:04 AI and the Future of Customer Experience
32:38 Lightning Round Questions
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Referenced:
AI’s effect on customer experience: https://myemail.constantcontact.com/The-Verde-Edition---January-2025--Vol--30.html?soid=1115682176163&aid=cj_zmqp7kao
The Verde Group: https://verdegroup.com/
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