"The one where there is no one ideal customer" Elaine Lee E40

CX Passport

When you’ve been a part of the CX community for decades, you know what matters most. Today’s guest, Elaine Lee, shares her thoughts on how to really understand your customer. Stop treating them like averages, or ideal customers, and instead get to really know your customer.

👨‍🔬Don't average your customer out into an amorphous blob

🗣TALK to your customer...no really TALK to your customer

📞Contact centers are undervalued

🙉There's no hiding from the customer when you listen to them

👂The value of call listening sessions

🙅‍♀️There is NO such thing as an ideal customer

🎨Design a VOC program where a customer WANTS to give you their voice

🛴Be a traveler in your own city

🏡Staying with families on a trip Cuba

Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.

Episode resources:

Elaine Lee: www.linkedin.com/in/elaine-lee-8080742

Website: www.reynoldsbusbylee.com