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🎤🎞️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?...

CHAPTERS

0:00 Introduction

2:34 Jeff’s role at MasterCard

4:04 How to keep “non-customer” roles focused on the customer

6:40 A wide spectrum of “customer” for MasterCard

8:35 What does Voice of the Customer look like across a wide customer spectrum

10:27 Listening to all B2B customer types

12:35 Personalization with a spectrum of customers

15:00 Creating what customers want

17:13 1st Class Lounge Travel, Fun & Food

22:48 Bringing customer and non-customer teams together

25:41 Process. Process. Process…Getting the basics right for customers

28:10 Addressing the challenge of payment industry newcomers

31:26 Contact info and closing

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Hosted 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.com

Episode resources:

Jeff Krogman LinkedIn: https://www.linkedin.com/in/jeff-krogman-a30a6210/

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