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CX professionals extol the importance of empathy towards external customers but often overlook its importance with internal ones - Interview with Jack Springman
Today’s interview is with Jack Springman, a former Associate Director of Optima Partners, customer experience provocateur and new author.
After a year-long battle with cancer, Jack Springman passed away on Sept 8th 2022.
This podcast was recorded in the early part of August 2022 and in it Jack and I talk about his new book: Customer Experience & Marketing - The Final Rant (free to download).
This interview follows on from my recent interview – Customer success professionals should focus on net revenue retention (NRR) to prove ROI – Interview with You Mon Tsang of ChurnZero – and is number 440…
The skinny
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