76. When Customer Experience Becomes An Existential Experience w/ Todd Hockenberry

Our ideas about customer experience have probably changed drastically due to the COVID-19 pandemic. Customer experience is no longer just about getting value from a service or experience. It’s actually about helping each other survive.   When customer experience is that essential to keeping our livelihoods and lives safe, we have to revisit its deepest foundation: relationships.   In this episode, I interview Todd Hockenberry, Consultant, Advisor, and Coach at Top Line Results, about customer centricity and inbound organization.   What we talked about:   - Alignment is actually about teamwork   - True customer-centricity means knowing more about the customer than they know about themselves   - A traditional playbook is just frustrating your reps & customers   - We are all connected, and no one can succeed alone   Check out this resource we mentioned during the podcast:   - Dan’s book is Inbound Organization   - His coauthor Dan Tyre was also a guest on the Customer Experience Podcast   Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.