Guest Episode: The Psychology of Customer Happiness with Paul Cardis

Guest Episode: The Psychology of Customer Happiness with Paul Cardis

Apr 29, 2024 | By Market Proof Marketing Podcast

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🎙In this episode, Kevin Oakley is joined by Paul Cardis, Chief Executive Officer at ON3. Paul dissects what “Customer Experience” truly means and how it has evolved over the years and walks us through the ON3 Total CX quadrant that makes up the ultimate customer experience. After realizing that the quality quadrant wasn’t effectively being solved, Paul and other leaders in the industry decided to launch ON3! Kevin and Paul discuss the current issues in customer experience regarding survey's and share their insight on how companies can improve.

Kevin and Paul discuss:

  • Customer Experience being the “psychology of happiness”.
  • Quick overview of the Total CX quadrant: Quality, Caring, Ease and Authenticity.
  • Paul created ON3 after realizing that the “quality” quadrant wasn't being solved.
  • How ON3 has developed their customer surveys.
  • Chatbots aren’t truly solving the problem. People want human interaction.

Questions? Comments? Email and we’ll address them on the next episode. More insights, discussions, and opportunities can be found at DYC: All Access.

A weekly new home marketing podcast for home builders and developers. Each week Kevin Oakley, Andrew Peek, Beth Russell, Jackie Lipinski, Julie Jarnagin, and other team members from Do You Convert will break down the headlines, share best practices and stories from the front line, and perform a deep dive on a relevant marketing topic. We’re here to help you – not to sell you!

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