In this episode of the Expert Insight Interview, host John Golden speaks with Frank Favaro about the importance of customer experience (CX) for profitability. They explore why businesses struggle with profitability, emphasizing that differentiating through customer experience can create a unique selling advantage. Frank discusses the need for consistency at every customer touchpoint and the role of empathy in building trust and loyalty. They highlight that customer problems are opportunities for learning and improvement and that every interaction should add value and foster relationships. Frank also shares his work on helping companies improve their customer experience to maximize profitability and create loyal customers.
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