Menu
Sign In Search Podcasts Libraries Charts People & Topics Add Podcast API Blog Pricing

JC Quintana

๐Ÿ‘ค Speaker
597 total appearances

Appearances Over Time

Podcast Appearances

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

That hammer costs $5.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

That's a very inexpensive hammer.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

Hammers can go for a lot more than that.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

A hammer for $5, that's a good deal.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

Lacey, here's my $5.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

I get the hammer, right?

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

But if in the process of you handing me the hammer and you handing you the money, you say, hey, hold on a minute.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

It's $5 for me to hand you the hammer.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

It's $100 for me to come back and maintain the handle and keep the handle and the head together, right?

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

Yeah.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

Now my valuation of $5 goes up.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

in a very different direction.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

So in context with our conversation, our experience, we do that to people all the time.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

We say, this product is going to be only this much money or this service is only going to cost you this much in financial or monetary terms, but we don't talk about the other costs, emotional costs that are necessary to discuss for me to assess whether this relationship

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

This exchange is fair and whether the expectations are within the constraints of our relationship.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

So value always comes first.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

Culture always influences because, you know, if I say here's a hammer and here's five dollars.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

My culture is going to say, hey, hold on just a minute.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

Let's just not do that.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

As a Puerto Rican, Latin male, let's have a cup of coffee.