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Episode 13 | CX Revenue Engine: How to Delight Your Way to Growth
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Sri Velamoor, Vice President of Global Support and Product Enablement at Workiva, discusses the importance of customer experience as a revenue growth driver. He emphasizes the necessity of addressing customers' emotional needs by aligning his concepts with Maslow’s hierarchy of needs. He also illustrates how exceptional customer experience can give companies a competitive edge, fostering growth by delighting customers and addressing their higher-level needs.
“Customers are people, and people have feelings. How you make them feel is significantly more memorable and impactful in terms of whether they choose to stay, spend, and recommend your business.” - Sri Velamoor
Sri discusses key elements of customer experience. He emphasizes the importance of product functionality and trust for engagement and retention. He highlights how fostering community and aligning with customer values enhance loyalty and emotional connections. He also explores how fulfilling customers' esteem and self-actualization needs can drive growth and advocacy.
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