Episode 21 - The power of words and conversations in CX with Grant Packard

Today we are exploring the power of words and conversations to drive Customer Experience. Grant Packard has done some exceptional research that demonstrates how a few changes to words and conversations can have a substantial impact on customer experience and outcomes. He shares 3 examples that are easy to train and cascade within your teams and that can help improve how you deliver your customer journeys. Conversations occur every day through in person, phone and electronic channels – improve their impact! Grant Packard is an Associate Professor of Marketing at York University’s Schulich School of Business in Toronto, Canada. His research expertise is in the language of consumption and marketing. He principally studies the language people use in customer service interactions, word of mouth, and cultural products (e.g., song lyrics, written articles). His industry background lies in data-intensive strategies and channels (online, CRM, loyalty programs, research and analytics) in retail, media, entertainment, financial services, and consumer packaged goods. Grant’s research has been covered by outlets including The Atlantic, Harvard Business Review, NPR, MIT Sloan Management Review, and The Wall Street Journal. He frequently consults with a variety of organizations and presents at major marketing conferences. For More Information: https://www.grantpackard.com/ Listen more episodes: https://thecustomer.guru/ Powered By Propulo Consulting: https://propulo.com/ Learn more about your ad choices. Visit megaphone.fm/adchoices