The Customer Experience Podcast
The Customer Experience Podcast

Episode 158 · 4 months ago

158. Creating Customer Impact in Moments That Matter w/ Jacco van der Kooi


Merely getting to the sale and figuring out later how to deliver what you sold does not work in a recurring revenue business. Actually, it’s customer success that makes the money now, because they create the experiences for customers around moments that matter.

Which moments matter most?

In this episode of our Human-Centered Connection expert series, Steve Pacinelli and I interview Jacco van der Kooij, Founder of Winning by Design, about building a customer impact journey around moments that matter.

Join us as we discuss:

Why sales knowledge comes with great responsibility

How recurring revenue models shift customer experience to customer success

What the Bow Tie Funnel is and how it affects customer impact

What the customer impact journey and counter impacts are

How priority has replaced other buying determinants

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