Retention, ROI, and Puffy Shirts: The Real Value of Customer Experience with Rick Denton

Your Customer, Your Success

Episode Summary:

In this exciting inaugural episode of Your Customer, Your Success, host Gary Marra welcomes Rick Denton, host of CX Passport and CX Passport Live, and managing principal of EX4CX. Together, they dive into the currently in flux world of customer experience (CX) with a thought-provoking discussion about live podcasting, the evolution of CX in business, and actionable strategies for creating impactful customer experiences. Rick shares his "listen and act" methodology and reflects on key lessons learned from his work experiences, consulting engagements, and podcasting discussions.

The conversation explores:

• The future of CX and the "Great CX Reckoning of 2023"
• The ROI of customer experience initiatives and how retention plays a critical role.
• Why conventional surveys often fall short and how to go beyond “survey and score.”
• The critical importance of frontline employees as a rich source of customer insights.
• Emerging trends, including the cautious adoption of AI in CX.

Gary also introduces his new segment, “Does It Hold Water?” where Rick evaluates bold claims about the future of CX, offering his nuanced perspective.

To close, Rick answers fun and insightful questions about lessons learned from Seinfeld, the book that shaped his global perspective, and his advice for building a personal brand in an ever-evolving workplace.

Guest Bio:

Rick Denton is the host of the acclaimed CX Passport podcast and CX Passport Live. He’s a seasoned CX professional and the managing principal of https://www.ex4cx.com/, a firm that helps companies revolutionize their customer experience strategies with the "listen and act" methodology. Connect with Rick on LinkedIn or explore his podcasts at CXPassport.com and TheLoudQuiet.com.

Episode Highlights:

• [0:01] Introduction to Rick Denton and his CX journey.
• [2:14] Behind the scenes of CX Passport Live and live podcasting events.
• [4:43] What CX means and why Rick is “a CX learner, not an expert.”
• [8:29] Emerging CX trends: the 2023 reckoning and AI hype vs. reality.
• [13:23] Measuring ROI in CX: Retention, clarity, and operational improvements.
• [20:03] Moving beyond surveys: “Stop survey and score, start listen and act.”
• [25:22] Leveraging frontline employees as a treasure trove of customer insights.
• [30:45] Does CX as a discipline die by 2030? Rick weighs in.
• [34:39] Lessons from Seinfeld and a book that shaped Rick’s perspective.
• [38:46] Building a personal brand: Key lessons from career setbacks.
• [41:49] Fun closing thoughts on travel, family, and the future of CX.