Best Doingcxright Podcasts (2025)

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Best Leadership Advice: 200th Doing CX Right Podcast Highlights 48:12

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7d ago48:12

48:12

What's the best leadership advice you've ever received or given? For her 200th episode of Doing CX Right, host Stacy Sherman shares a curated collection of the most memorable and actionable leadership wisdom from the show's renowned guests. Consider this a masterclass in leading with influence, featuring insight you can apply immediately to boost b…

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199. Want Business Growth? Focus on the Trillion-Dollar Deaf Customer Segment 34:09

21d ago34:09

34:09

(Episode Previously Recorded LIVE & IN-PERSON) What's it like to be your customer? What if that customer can't hear? When support systems are built only on spoken instructions and sound prompts, they fail customers immediately. This systemic barrier exists across the entire customer journey, preventing critical tasks like changing a flight itinerar…

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198. What Fearless Leaders Know About Building Great Customer Experiences | Kristen Kavanaugh 26:32

28d ago26:32

26:32

Many leaders still believe emotions don't belong in business. That limiting belief creates workplaces where employees stay quiet when problems appear, avoid taking ownership for customer outcomes, and follow directions even when they see flaws that will affect customers. Fear is data. It signals when people feel unprepared, unsupported, or uncertai…

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197. CEO Who Proves Customer Feedback Is the Growth Strategy Leaders Overlook | Miika Mäkitalo 23:31

1M ago23:31

23:31

Have you ever pressed one of those green or red smiley buttons in an airport, a store, or even a restroom and wondered if anyone actually looks at the results? In this episode of Doing CX Right®, Stacy Sherman talks with Miika Mäkitalo, CEO of HappyOrNot, the company behind those little feedback buttons found in airports and retail locations around…

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196. How To Turn Painful Customer Complaints Into Profitable Growth | Michael Nguyen 27:27

1M ago27:27

27:27

As companies grow and rely more on technology, they often lose the close connection they once had with customers. This "scaling paradox" creates a distance between business leaders and genuine customer feedback, while frontline teams, who interact with customers daily, are often overlooked. That disconnect makes it harder for your business to stay …

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195. Google's Chief Strategist Reveals Powerful Secrets to Customer Loyalty | Neil Hoyne (Replay) 31:54

2M ago31:54

31:54

Rerun Episode: Back by Popular Demand. Understanding your customers better means measuring the metrics that reveal who they are, what they value, and why they stay. In this episode of Doing CX Right, Stacy Sherman revisits her conversation with Neil Hoyne, Google's Chief Strategist and author of Converted, who shares data-backed strategies for turn…

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194. Gaining a Competitive Edge With An Experience Mindset | Tiffani Bova (Replay) 37:13

2M ago37:13

37:13

Imagine having a thriving organization where your employees are as satisfied as your customers - sounds perfect, doesn't it? In this episode, Doing CX Right host Stacy Sherman and Tiffani Bova, Global Customer Growth and Innovation Evangelist at Salesforce discuss the secret formula of high-performing organizations and the employee-customer experie…

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193. Customer Service Week: How Top Companies Make It Year-Round | Stacy Sherman 11:16

2M ago11:16

11:16

Did you know there's an international Customer Experience (CX) Day and Customer Service Week dedicated to celebrating the people who create great experiences? Many organizations overlook them or treat them as simple gestures but they can be powerful opportunities to unite teams, build loyalty, and strengthen company culture through meaningful, prac…

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192. Emotion as Currency: The New ROI of Customer Experience | Stacy Sherman 16:34

2M ago16:34

16:34

What if you could finally prove that emotions, not just price or product features, are the real drivers of revenue, retention, and revenue growth? Too many leaders know their teams create powerful emotional connections, yet they're told "emotion is a soft skill" by the very people who control the budgets. That disconnect leaves organizations stuck …

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191. How to Build a Company Culture that Empowers Workers for Optimal Performance | Daniel Goleman (Replay) 33:09

3M ago33:09

33:09

Are you facing challenges in achieving optimal team performance and creating memorable customer experiences? Do your leaders leverage emotional intelligence to cultivate a thriving work culture? Listen to this episode of Doing Customer Experience (CX) Right, where host Stacy Sherman is joined by renowned expert Daniel Goleman. Together, they explai…

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190. Customer Service ROI - The Numbers Behind Loyalty | Neal Topf (Replay) 29:02

3M ago29:02

29:02

Are you struggling to prove the business value of your customer experience initiatives? What if you could demonstrate how service interactions directly impact revenue and loyalty? In this episode, Stacy Sherman and Neal Topf explain the mathematics of customer experience and reveal why 74% of customers switch to competitors after one challenging se…

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189. Advancing Customer Experiences Through IT Alignment | Michael Buckham-White (Replay) 33:21

3M ago33:21

33:21

It is no secret that your technology team (IT) is a huge contributor to company success. They impact customer experiences (CX). But how? What are common challenges? How best to achieve cross-department strategic alignment to ensure customer needs are met? Featured guest, Michael Buckham-White, Global Technology Managing Director at Deloitte Informa…

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188. How to Drive Strategic Growth with Customer Journey Orchestration | Bill Staikos 37:09

4M ago37:09

37:09

Many companies claim to put customers first. Yet when teams and technology don't work together, customers get bounced between departments, forced to repeat themselves, and often leave without answers. The result: frustration, lost trust, and profitable customers choosing competitors. In this episode of Doing CX Right, Stacy Sherman and Bill Staikos…

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187. Why the 9-9-6 Workweek Trend in AI and Tech Demands Leader Attention Now | Stacy Sherman 13:27

4M ago13:27

13:27

A growing number of AI startups and tech companies are adopting a grueling 9 a.m. to 9 p.m. six-day work schedule and calling it the new formula for winning. But what does this mean for the employees expected to sustain that pace and for the customers who depend on their service quality, empathy, and problem-solving? In this episode, Stacy Sherman …

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186. Customer Experience Vs. Marketing: Which One Truly Drives Growth? | Nicole Donnelly (Replay) 19:12

4M ago19:12

19:12

Is customer experience (CX) the NEW marketing? Or has it always been? Marketing gets people in the door. Customer experience decides if they stay. Every ad, every touchpoint, every promise—it's all CX. So why do so many companies still treat them as separate? In this episode of Doing CX Right, Stacy Sherman and Nicole Donnelly challenge this outdat…

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185. The Ripple Effect: How Employee Experience Impacts Customer Loyalty & Referrals | Dan Goodman (Replay) 29:03

4M ago29:03

29:03

How does employee experience impact customer referrals and brand reputation? Disgruntled former employees sharing negative experiences can deter potential customers, causing revenue loss and reputational damage. This insightful episode uncovers the critical connection between employee treatment and customer advocacy. Stacy Sherman and employee advo…

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184. The Science of Loyalty: Measuring Trust in Customer Relationships | Joe Folkman (Replay) 34:06

5M ago34:06

34:06

Stacy Sherman and psychometrician Joe Folkman dive into the crucial topic of measuring trust in business and leadership. They reveal an innovative approach using anonymous 360-degree assessments to accurately gauge trust levels. Learn why self-perceptions often differ from others' views, and how gender and organizational roles impact trust ratings.…

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183. The Best of Seth Godin on Doing CX Right®‬ 14:53

5M ago14:53

14:53

Are you focusing on the right customers? Is your culture creating consistent customer value? Are you leading in ways that actually drive results? In this episode of Doing CX Right®, Stacy Sherman shares five standout takeaways from her conversation with marketing legend Seth Godin. Most brands get customer experience wrong. Seth and Stacy reveal wh…

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182. Breaking Company Silos: The Secret to Customer Experience Excellence | Katie Webb (Replay) 31:46

5M ago31:46

31:46

Are your customers truly delighted, or are company silos preventing your understanding their unspoken desires? How can you transition from providing adequate service to delivering exceptional, memorable experiences through effective design? Stacy Sherman and featured guest Katie Webb, Head of Transformation and Innovation at Aflac, share strategies…

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181. Dollars and Sentiment: Measuring the Real Value of Customer Emotions | Patrick McCullough 29:53

5M ago29:53

29:53

Many business leaders believe emotional connection is unquantifiable and too fluffy to produce real results. This episode of Doing CX Right challenges that view. Stacy Sherman and Patrick McCullough of Hallmark Business Connections reveal how emotional engagement directly influences revenue, retention, and customer loyalty. Listen to how a retailer…

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180. Hooked On Customers: What Legendary Great Companies Do Right (Replay) | Stacy Sherman 35:20

6M ago35:20

35:20

What does it mean to be 'hooked on customers?' How does it propel businesses into action? Stacy Sherman and Bob Thompson, author, and CEO of Customer Think Corp, explore customer-centric businesses and examine how they execute strategies and outperform competitors that you can do too. Learn the five key habits of customer-centric businesses and why…

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179. Both/And Thinking: Embracing Conflicts to Solve Your Toughest Problems - Wendy Smith (Replay) 31:15

6M ago31:15

31:15

Are you struggling to navigate competing demands in your business and personal life? What if you could embrace both sides of seemingly contradictory choices? In this episode, Stacy Sherman and Professor Wendy Smith explore the power of "both/and thinking" to make more creative, flexible, and impactful decisions. Learn how to shift from either/or mi…

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178. Why "Satisfied" Customers Leave — And How To Keep Them | Stacy Sherman 10:32

6M ago10:32

10:32

Your customer says they're "satisfied." So why didn't they come back? Stacy Sherman—a global keynote speaker and advisor with over 25 years of experience improving customer experience at leading B2B and B2C companies—challenges a metric many businesses still rely on: Customer Satisfaction (CSAT). She explains how CSAT became the standard, why it ma…

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177. Why Customer Experience Is Failing—And How To Do It Right | Sean Albertson 30:42

6M ago30:42

30:42

Is customer experience still a true brand differentiator—or has it lost momentum? Across industries, customer experience (CX) is under pressure. While many companies claim to put customers first, the reality often tells a different story: broken systems, disconnected teams, and blurred ownership are hindering meaningful progress. Stacy Sherman and …

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176. Differentiating Customer Service vs. Customer Experience and Trends (Replay) 31:02

7M ago31:02

31:02

Customer experience & customer service are important for long-term success, yet they are not interchangeable. Stacy Sherman and Max Ball, Principal Analyst at Forrester, discuss the differences and leadership best practices so you are doing both right. You'll also hear new trends to be mindful of and plan for, including gig CX, artificial intellige…

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175. Disney's Proven Insider Tips to Elevate Your Customer Service | Dennis Snow (Replay) 29:16

7M ago29:16

29:16

Imagine if your business could create the same unforgettable experiences as Disney. In this episode, Stacy Sherman uncovers Disney's customer service strategies with Dennis Snow, a 20-year veteran of Walt Disney World. Discover how to delight your customers beyond mere satisfaction. Learn to design processes from the customer's perspective, create …

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174. The Hidden Cost of Executive Escalations And How to End It | Stacy Sherman 26:08

7M ago26:08

26:08

Executive escalations are becoming more frequent—and damaging. In this episode, Stacy Sherman exposes the hidden patterns behind these high-impact customer moments and why they're often signs of deeper issues across teams, systems, and culture. She shares practical strategies to prevent escalations before they start, drawn from her own leadership e…

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173. Keeping Customer Support Human In An Automated World | Priscilla Brooke 30:39

7M ago30:39

30:39

What if the way you measure customer support is setting your team up to fail? What if prioritizing speed is costing you real relationships? And what if the real customer experience (CX) advantage isn't more tech, but a culture where teams are actually happy to help? In this episode, Stacy Sherman and Priscilla Brooke share bold strategies to move b…

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172. Overcoming Mistakes: Proven Strategies for Turning Regret into Wins: Daniel Pink 30:48

8M ago30:48

30:48

We're bringing back one of our most popular episodes—and for good reason. This conversation struck a chord with so many of you, and its insights are just as relevant today as when it first aired. Regret is one of the most intense and universal human emotions. It often comes with guilt, remorse, or shame—but it also holds the power to drive growth, …

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171. AI Voice Agents: Big CX Wins, Smarter Lessons, Better ROI | Richard Lin 27:26

8M ago27:26

27:26

AI voice agents are already on the front lines — answering calls, switching languages, and gathering insights from every interaction. But automation alone won't deliver great customer experiences (CX). The key is doing it right. In this episode of Doing CX Right, Stacy Sherman and Richard Lin, CEO of Anyreach, explore how to deploy voice AI with tr…

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170. How to Move From Customer Success or Service to CX Leadership | Stacy Sherman 11:50

8M ago11:50

11:50

Wondering how to move from customer success or service into a true customer experience leadership role—without needing a new title? In this episode, Stacy Sherman explores what it really means to lead CX from wherever you sit in the organization. If you're looking to expand your influence, gain visibility, and make a broader impact on your company'…

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169. Customer Experience Vs. Marketing: Which One Truly Drives Growth? | Nicole Donnelly 19:12

8M ago19:12

19:12

Is customer experience (CX) the NEW marketing? Or has it always been? Marketing gets people in the door. Customer experience decides if they stay. Every ad, every touchpoint, every promise—it's all CX. So why do so many companies still treat them as separate? In this episode of Doing CX Right, Stacy Sherman and Nicole Donnelly challenge this outdat…

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168. Why Customers Love Nordstrom—Lessons For Every Business | Robert Spector 27:29

9M ago27:29

27:29

What exactly makes Nordstrom's customer service truly legendary? Join Stacy Sherman and retail expert Robert Spector as they reveal the simple, repeatable tactics behind Nordstrom's success. You'll learn how they turn employees into brand ambassadors, build lasting customer relationships, and seamlessly blend digital with in-store experiences. Disc…

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167. Curing the Healthcare Crisis - A Prescription for Better Patient Experiences | Sharon Weinstein (Replay) 30:15

9M ago30:15

30:15

Are patient satisfaction scores truly capturing healthcare quality? How can we better integrate technology to enhance patient experiences? In this episode, Stacy Sherman and Sharon Weinstein tackle these questions head-on, uncovering valuable lessons from the healthcare system that apply to all sectors. Discover the importance of aligning organizat…

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166. Understand Your Customers Better: Data-Backed Ways to Build Relationships | Neil Hoyne 31:54

9M ago31:54

31:54

Are you measuring the right metrics, or are you stuck chasing short-term wins that don't translate into lasting customer relationships? Stacy Sherman sits down with Neil Hoyne, Google's Chief Strategist and author of Converted, to discuss why businesses fail to truly understand their customers and how to fix it. This episode breaks down practical w…

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165. Never Miss a Warning Signal—Predict & Prevent Customer Complaints with AI | Sid Banerjee 30:22

9M ago30:22

30:22

Most companies react to complaints after the damage is done. The best ones don't just fix issues—they predict and prevent them. In this episode, Stacy Sherman and Sid Banerjee, Medallia's Chief Strategy Officer, explore how AI-driven predictive customer experience helps businesses detect early warning signs, resolve issues before they escalate, and…

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164. AI Isn't Just For Software: The Bold New World Of Product Personalization | Ben Weiss 31:42

10M ago31:42

31:42

Is your brand truly delivering personalized experiences, or just offering customization? Many companies make this promise, but few do it right. In this episode of Doing CX Right, host Stacy Sherman and Ben Weiss, founder of an AI-powered footwear company, explore how AI-driven innovation is redefining customer experience, accelerating time to marke…

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163. Voice Of Customer Truth: Why Customers Really Leave | Tzachi Ben-Sasson 30:19

10M ago30:19

30:19

Are you losing customers without knowing why? Many businesses assume they understand their customers, yet retention rates tell a different story. In this episode of Doing CX Right, Stacy Sherman and Tzachi Ben-Sasson, reveal the real reasons customers leave—and how to prevent it. Learn why traditional CX metrics like NPS can be misleading, how to c…

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162. How to Increase Prices the Right Way—While Keeping Customers Loyal | Stacy Sherman 8:52

10M ago8:52

8:52

Can you raise prices without frustrating customers? Why do some companies strengthen their customer relationships after a price change while others drive people away? Stacy Sherman, professional speaker, author, and CX advisor, brings a real-world example of a business that got it right—one you might not expect. Learn what separates brands that mai…

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161. How To Retain Your Best People During Challenging Times | Lisa Kaplowitz 30:17

10M ago30:17

30:17

Are you struggling to retain top talent while managing organizational change? In this episode of Doing CX Right, Stacy Sherman sits down with Lisa Kaplowitz to break down the "how" of effective change management that keeps your best people engaged and committed. They discuss actionable strategies that drive employee loyalty, mentorship programs tha…

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160. Revolutionize Customer Service with AI: How to Make $1M Without Extra Hires | Eric Skeens 31:15

11M ago31:15

31:15

Can your company thrive without adding headcount? One company increased revenue by $1M using AI strategically - while keeping service personal. In this episode, Stacy Sherman and Eric Skeens, CEO of Three Tree Tech, break down how to balance technology and human connection in customer experience. Learn why understanding your business processes must…

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159. Predictable Revenue in Unpredictable Times: Strategies for CX Success | Aaron Ross 30:18

11M ago30:18

30:18

Is your business struggling to maintain predictable growth in today's chaotic market? Stacy Sherman and Aaron Ross explain why the old sales and marketing strategies no longer work in a world shaped by AI, shifting buyer behaviors, and constant change. "Business as usual" isn't just outdated—it's ineffective. In this show, you'll learn how to build…

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158. Why Your Company Needs a Chief Design Officer (And What They Actually Do) | Mauro Porcini 35:03

11M ago35:03

35:03

Can your company survive in today's market without putting design at the core of your business strategy? How do successful brands consistently create products and experiences that customers love? In this powerful episode, Stacy Sherman and PepsiCo's Chief Design Officer, Mauro Porcini, reveal why treating customers as "people" rather than consumers…

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157. Lessons from 2024: Designing CX That Keeps Customers Coming Back in 2025 17:06

11M ago17:06

17:06

2024 is in the rearview mirror, but its lessons are your compass for 2025. Disengaged employees, siloed teams, and fleeting customer satisfaction held many businesses back last year, but they also revealed clear opportunities for growth. In this special Doing CX Right episode, Stacy Sherman revisits standout moments and key takeaways from last year…

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156. How to Design Effortless Customer Experience and Remove Roadblocks | Greg McKeown (Replay) 39:50

12M ago39:50

39:50

Are complex processes hindering your ability to deliver exceptional customer service? Stacy Sherman and Greg McKeown dive into the power of simplifying work for better outcomes. They debunk assumptions that equate "easy" with "lazy," discuss creating effortless experiences, and highlight reducing complexity through the lens of Amazon's customer-cen…

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155: Mastering Emotional Intelligence to Drive Team Performance & CX Excellence| Daniel Goleman (A past favorite) 34:09

1y ago34:09

34:09

What happens when leaders bring empathy and self-awareness into their daily work? How does emotional intelligence transform not just teams, but the customer experience itself? In this returning episode of Doing Customer Experience (CX) Right, Stacy Sherman revisits her conversation with Daniel Goleman to unpack the secret ingredient behind exceptio…

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154. Customer Service ROI - The Numbers Behind Loyalty | Neal Topf 28:58

1y ago28:58

28:58

Are you struggling to prove the business value of your customer experience initiatives? What if you could demonstrate how service interactions directly impact revenue and loyalty? In this episode, Stacy Sherman and Neal Topf explain the mathematics of customer experience and reveal why 74% of customers switch to competitors after one challenging se…

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153. Earning Customer Loyalty, Not Just Sales, For Revenue Growth | Stacy Sherman + Fred Reichheld 15:42

1y ago15:42

15:42

How do you turn satisfied customers into loyal advocates who rave about your brand? In this episode, Stacy Sherman revisits her insightful conversation with Fred Reichheld, the creator of the Net Promoter System (NPS), to explore key takeaways and actionable strategies for building customer loyalty. Discover how to activate brand promoters, measure…

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152. When Machines Become Customers – Navigating the New Normal (Repeat) 30:34

1y ago30:34

30:34

Reviving a top rated Doing CX Right episode as we've officially entered a new era where machines powered by AI act as customers. It's disrupting business models and transforming customer experience and commerce. Companies preparing now will capture trillions in revenue, while laggards will lose out. So, what does this mean for your business? What a…

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151. Maximize Customer Lifetime Value -The Power of Deep Specialization | Corey Quinn 23:50

1y ago23:50

23:50

What if long-term revenue stability isn't about chasing new customers but about deeply understanding and serving the ones you already have? In this episode, Stacy Sherman and Corey Quinn discuss a counterintuitive path to business growth: deep specialization. Discover why focusing on a precise customer can transform your bottom line, build loyalty,…