Kerry Bodine

The results tomorrow or next week, you've got to have some degree of patience and just know that this is going to pay out down the road. Now, how far down the road that's going to be different for every organization and the degree of investment that they're putting in. But companies that are relentlessly managing every single decision to their quarterly results, they're not going to get this.

The results tomorrow or next week, you've got to have some degree of patience and just know that this is going to pay out down the road. Now, how far down the road that's going to be different for every organization and the degree of investment that they're putting in. But companies that are relentlessly managing every single decision to their quarterly results, they're not going to get this.

They're not going to get the strategic benefits of truly investing in customer experience like you and I are talking about.

They're not going to get the strategic benefits of truly investing in customer experience like you and I are talking about.

They're not going to get the strategic benefits of truly investing in customer experience like you and I are talking about.

Right. And the important thing to realize is that this is not an either or. This is not, oh, we just make these grand plans for somewhere down the road and hope that they'll work out. Like, yes, we've got to make quarterly plans and all that. But the important thing to realize here is that quarterly earnings are We weren't born with those. Those aren't embedded in our DNA.

Right. And the important thing to realize is that this is not an either or. This is not, oh, we just make these grand plans for somewhere down the road and hope that they'll work out. Like, yes, we've got to make quarterly plans and all that. But the important thing to realize here is that quarterly earnings are We weren't born with those. Those aren't embedded in our DNA.

Right. And the important thing to realize is that this is not an either or. This is not, oh, we just make these grand plans for somewhere down the road and hope that they'll work out. Like, yes, we've got to make quarterly plans and all that. But the important thing to realize here is that quarterly earnings are We weren't born with those. Those aren't embedded in our DNA.

They were invented at a certain point, and I don't remember the exact year, but during the 20th century because we wanted to create more transparency into how organizations were doing. We didn't want to wait for those annual reports. And so there is some benefit to them. Totally. But we've we've really like, you know, just just focused on them.

They were invented at a certain point, and I don't remember the exact year, but during the 20th century because we wanted to create more transparency into how organizations were doing. We didn't want to wait for those annual reports. And so there is some benefit to them. Totally. But we've we've really like, you know, just just focused on them.

They were invented at a certain point, and I don't remember the exact year, but during the 20th century because we wanted to create more transparency into how organizations were doing. We didn't want to wait for those annual reports. And so there is some benefit to them. Totally. But we've we've really like, you know, just just focused on them.

Honestly, I think everyone is struggling with that. One of the things that I really focus on is just helping organizations take their customers' perspective, looking at the entire customer journey from the outside in and looking at where the pain points are, you know, where there's frustration, even hidden pain points, like

Honestly, I think everyone is struggling with that. One of the things that I really focus on is just helping organizations take their customers' perspective, looking at the entire customer journey from the outside in and looking at where the pain points are, you know, where there's frustration, even hidden pain points, like

Honestly, I think everyone is struggling with that. One of the things that I really focus on is just helping organizations take their customers' perspective, looking at the entire customer journey from the outside in and looking at where the pain points are, you know, where there's frustration, even hidden pain points, like

Things like waiting for a response from an organization that, you know, it's invisible to an organization, but it's a very real thing to a customer to be waiting hours, days, weeks, way too long to be hearing back with an answer. So taking the customer's perspective. And then the second piece is looking at what's going on behind the scenes, right? People process technology policies.

Things like waiting for a response from an organization that, you know, it's invisible to an organization, but it's a very real thing to a customer to be waiting hours, days, weeks, way too long to be hearing back with an answer. So taking the customer's perspective. And then the second piece is looking at what's going on behind the scenes, right? People process technology policies.

Things like waiting for a response from an organization that, you know, it's invisible to an organization, but it's a very real thing to a customer to be waiting hours, days, weeks, way too long to be hearing back with an answer. So taking the customer's perspective. And then the second piece is looking at what's going on behind the scenes, right? People process technology policies.

I mean, there's so much more compensation. Compensation drives so much in terms of the behavior of an organization and helping them realize how all of those factors that are hidden behind the scenes, how they bubble up and really do impact the customer experience either directly or indirectly.

I mean, there's so much more compensation. Compensation drives so much in terms of the behavior of an organization and helping them realize how all of those factors that are hidden behind the scenes, how they bubble up and really do impact the customer experience either directly or indirectly.

I mean, there's so much more compensation. Compensation drives so much in terms of the behavior of an organization and helping them realize how all of those factors that are hidden behind the scenes, how they bubble up and really do impact the customer experience either directly or indirectly.