From B2C to B2B: Simplicity is Key in Digital CS with Ed Powers | Episode 087

Ed Powers, Principal Consultant at Service Excellence Partners, discusses in depth the measurable impact of digital customer success on revenue retention and long-term loyalty. He and Alex discuss lessons from B2C industries, the importance of viewing the full customer journey, and how companies can embrace constant innovation to scale effectively while avoiding common mistakes in digital CX strategies.

Chapters:

• 00:00 - Intro
• 03:01 - Early career lessons at HP
• 04:01 - Transitioning from hospitality to tech
• 05:20 - The bridge between B2C and B2B CX
• 10:53 - CS impact on revenue retention
• 16:15 - Why exit interviews matter
• 20:50 - Seeing the customer's true journey
• 34:37 - Simplifying scale: Peloton and Ben & Jerry's
• 40:49 - Root causes vs. symptoms in digital motions
• 43:28 - Constant innovation and experimentation

Enjoy! I know I sure did…

Ed's Linkedin: https://www.linkedin.com/in/ed-powers-ab5315/