CX Goalkeeper with Mary Drumond SECOND HALF - E53 is about customers' behaviours and a lot more

The CX Goalkeeper had a smart discussion with Mary DrumondChief Marketing Officer at Worthix, host of the Voices of CX, Keynote speaker and thought leader in CX.I split the discussion in 2 episodes, the first one went live last week!In this episode:- How to operationalizing empathy- Focus on identifying impact as the frequency is relative (superb example from Mary here :)- Changing expectations are also relevant, the market is so fast (Blackberry example)- The purchase decisioning process is steered by tangible drivers: price, quality and relationship AND intangible drivers: social proof and brand identification.Her book suggestion:"Thinking fast and thinking slow", Daniel KahnemanMary’s golden nugget:“Focus on IMPACT, understand perceptions. Putting your customers at the center of your operations always pay off!”How to contact Mary:- https://worthix.com/- https://www.linkedin.com/in/marydrumond/Mary’s podcast:- https://blog.worthix.com/category/voices-of-cx-podcast/Thank you, Mary!Mentioned in the discussion with Mary: Colin Shaw, Shep Hyken, James Dodkins, GaryVee, Ian GoldingAnd the book: Influence, The Psychology of Persuasion, Robert B. Cialdini#customerexperience #leadership #cxgoalkeeper #cxtransformation #podcast #empathy #feedback