73 | 🚨 Why Most Customer Experience Metrics Are DEAD WRONG (And What Actually Moves Revenue) with Paula Courtney (Verde Group)

Author: Neeta Bidwai
Published: Tue 18 Feb 2025
Episode Link: https://shows.acast.com/good-revenue/episodes/73-from-friction-to-customer-experiences-that-drive-revenue-

Paula Courtney, CEO of Verde Group, improves customer experiences at Fortune 100 firms by identifying and addressing friction points that impact revenue & retention across industries like retail, financial services, manufacturing, telecom, and aerospace.

In this episode of Good Revenue, host Neeta Bidwai and Paula cover:

How to identify which customer interactions truly impact business outcomes, moving beyond surface-level satisfaction metrics.
The critical role of negative experiences in predicting customer behavior, triggering either flight or fight responses.
Why traditional metrics like NPS and CSAT alone fail to capture the full picture of customer relationships.
The challenge of maintaining brand consistency across proliferating digital and in-person channels.
Why synthetic research tools, while valuable, can't fully replace direct customer engagement through surveys and focus groups.
The increasing pressure to link customer experience initiatives with tangible financial outcomes.
How successful organizations balance automated processes with the human touch that customers still crave.

Where to find Paula:

https://www.linkedin.com/in/paula-courtney-3b23861/

Where to find Neeta:

https://www.linkedin.com/in/neetabidwai/

Where to find Good Revenue:

https://goodrevenue.io/goodrevenue

https://www.youtube.com/channel/UCHrhuWbpYnUwrR75H2Ip4yQ

Highlights:

00:00 Introduction and Guest Welcome

00:27 Understanding Customer Friction

01:55 The Importance of Talking to Customers

04:10 Omni-Channel Customer Experience