In this episode we discuss the issue of customer neglect with Daniel Rodriguez, the Chief Marketing Officer at Simplr. He just co-authored a book called “Experience Is Everything: How to Win the Hearts, Minds, and Wallets in the Era of NOW CX.” There are a lot of strategies companies use to gather customer data, but often company leaders will stick to the metrics that make them feel good about what they’re doing rather than actually showing what customers are feeling about their experience. We also discuss the different types of neglected customers, one of which is those who have a large social media presence. They can go on their profiles and blast their whole following about the terrible experience they just had with your company, causing possible revenue loss from all the lost customers that can result.

About their book 0:36
Why customer neglect is such a pressing issue 6:14
The different types of neglected customers 13:34
The late night browser 17:52
The negative networker 19:42
How to address these issues as a leader 21:50

“When you then try to understand ‘Where are we with our customers?’ You realize that there are a bunch of different things that are happening with customers, and they’re feeling many different ways that you are not actually capturing with data.” 7:39

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