"Step one is actually focusing and actually considering the customer for the first time."

Ever wonder why your customers seem confused by your "improvements"? Ryan Rael breaks down the uncomfortable truth: as companies grow, decision-makers lose touch with what customers actually want.

In this eye-opening conversation, Ryan shares why that shiny new AI chatbot might be solving the wrong problem (spoiler: if 80% of inquiries are about order status, maybe focus on better order updates first!). He reveals the elegantly simple metric that can unite your entire team—from finance to marketing to support—and explains why customer experience isn't a department, it's everyone's job.

If you've ever felt like your team is playing telephone with your customers, this episode is your wake-up call. Ryan's approach to breaking down silos and building true customer-centricity is refreshingly practical and surprisingly simple.

Key Takeaways:

• Why customers feel like they're dating someone with multiple personality disorder
• The two metrics that should drive every executive meeting
• How to validate assumptions before throwing money at "solutions"

Ready to put the human back in your business? Let's connect.

===

You can connect with Ryan Rael here:

https://www.tightship-cx.com/

https://www.linkedin.com/in/ryan-rael-ccxp/

You can connect with Karl Pontau here:

www.thehumanconnectionpodcast.com

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

https://www.youtube.com/channel/UCUbf_bDWwB9KVrFn5Sj3u2w?sub_confirmation=1

Please like, subscribe, and share this episode with somebody you care about!