36. The Financial Side of CX: Which Customers Should You Invest In? w/ Sarah Toms

In any given company, not all customers are created equal. 

So, we need to know where, when, and in whom we should be investing. 

Well, on today’s episode of The Customer Experience podcast, we did something a little bit unique — we put customer experience into a financial context. Sarah Toms came on the show to talk about customer centricity: aligning your products and services to the needs of your customers to maximize their value to your firm. 

For the past six years, Sarah has served in IT Director roles at The Wharton School at the University of Pennsylvania. She is currently the Executive Director of Wharton Interactive at The Wharton School and recently co-authored a book titled, “The Customer Centricity Playbook.”

What we talked about:

• What is customer centricity
• What are common myths and misperceptions about customer centricity
• How to get an approximation of your LTV
• What sparked Wharton Interactive

Resources we talked about:

• The Customer Centricity Playbook
• Wharton Interactive
• The Manifesto

Check out our podcast on Apple Podcasts/Apple Podcasts, or on Google Podcasts/Google Play, or Spotify and even on Stitcher.