Fixing Voice of the Customer with Nate Brown
Amas Talks Podcast9 Okt 2023

Fixing Voice of the Customer with Nate Brown

- Nate Brown is the one and only Nate Brown. "Thrilled to be here. Love your show," he says. "It's an absolute honor"

- Our podcast is delivering you CX gems and an endorsement of raw milk. The most important job for CX is listening to people. Organizations are terrible. The more that they get burned out and lose the gift of authenticity, the more they lose the soul of their job.

- I do love agile development and the idea of value streams. Where does value derive for the company? Where are we making the money? Well, obviously we're making that from our customer relationships. But we got to have a good, sophisticated voice of customer engine to allow us to identify those friction points.

- The reason I was disillusioned with all of this is there was a quantification of the CX role. CX became a bunch of quants again, coming for you. VOC programs became a net negative. The conversations were no longer about the human problems.

- There's so much that we should and can do with Voice of Customer. But at the end of the day, these are just data points. You want to quickly sabotage a CX or customer service program by putting financial metrics on half baked numbers.

  • Nate: What is one thing in the last few weeks that made you laugh, made you smarter? What about you? What smart, funny thing would you leave folks with as we depart? Nate: I would highly recommend that book 40 40 Vision to anybody that's entering into that same stage of life.

Connect with Nate: https://www.linkedin.com/in/cxaccelerator/

for more info, visit "amastalks.com"

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