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Government agencies can teach us about customer experience w Stephanie Thum Ph.D.
Manage episode 410584993 series 3561715
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- Stephanie, it is fantastic to see you. I am glad you finally made time for it. Welcome to the show. And congratulations on all your success with the show and your book and everything.
- Sludge is a term that's new to me that you introduced into my lexicon. Think about it as friction, as mental, psychological friction when you're trying to get something done. There is definite applicability across the board. The ROI numbers are just staggering.
- I think NPS has gotten to its spoil by date. It's not the be all to end all. It always needs to be pulled together with a variety of metrics. But it's something that people understand. People will move on, and we will. Keep evolving and trying our best.
- An apple airtag. What is a purchase under $50 that had an impact on your life positively or negatively? For a technologist, it is probably top of my list. What about you? Would you say the neti pot?
- This question, how the employee experience and customer experience are linked. Think about the best companies when it comes to customer experience. How do they get meaning out of their jobs? By being focused on the customer.
- Amas: What fun or curious thing did you learn this week? I was discussing social media with a colleague. She taught me the difference between an Internet troll, a detractor, and sea lioning. Amos: This has been fascinating. I cannot wait for all of you to listen to our conversation.
https://www.linkedin.com/in/stephaniethum/
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