The one with the customer first downs - Jeff Krogman SVP MasterCard E114

What's on your mind? Let CX Passport know...🎤🎞️Jeff Krogman of MasterCard explains getting it right for customers in “The one with the customer first downs” CX Passport Episode 114🎧 What’s in the episode?...CHAPTERS0:00 Introduction2:34 Jeff’s role at MasterCard4:04 How to keep “non-customer” roles focused on the customer6:40 A wide spectrum of “customer” for MasterCard8:35 What does Voice of the Customer look like across a wide customer spectrum10:27 Listening to all B2B customer types12:35 Personalization with a spectrum of customers15:00 Creating what customers want17:13 1st Class Lounge Travel, Fun & Food22:48 Bringing customer and non-customer teams together25:41 Process. Process. Process…Getting the basics right for customers28:10 Addressing the challenge of payment industry newcomers31:26 Contact info and closingIf you like CX Passport, I have 4 quick requests:✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport✅Sign up for the weekly CX Passport newsletter www.cxpassport.com✅Leave a review on your favorite podcast site so others can find the show✅Share your thoughts about the episode in the commentsHosted by Rick Denton “I believe the best meals are served outside and require a passport”Watch at youtube.com/@cxpassport or listen on any of your favorite audio podcast apps Show notes and other helpful CX & Total VOC content at www.cxpassport.comEpisode resources:Jeff Krogman LinkedIn: https://www.linkedin.com/in/jeff-krogman-a30a6210/The Reluctant Traveler with Eugene Levy

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