221. Creating Customer Impact in Moments That Matter w/ Jacco van der Kooij

<p>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. </p> <p>Which moments matter most? </p> <p>In this episode of our <a href="https://bombbomb.com/book/">Human-Centered Communication</a> expert series (which originally aired on September 14, 2021), <a href="https://www.linkedin.com/in/stephenpacinelli">Steve Pacinelli</a> and I interview <a href="https://www.linkedin.com/in/jaccovanderkooij/">Jacco van der Kooij</a>, Founder of <a href="https://winningbydesign.com/">Winning by Design</a>, about building a customer impact journey around moments that matter. </p> <p>Join us as we discuss:</p> <ul><li>Why sales knowledge comes with great responsibility</li> <li>How recurring revenue models shift customer experience to customer success</li> <li>What the Bow Tie Funnel is and how it affects customer impact</li> <li>What the customer impact journey and counter impacts are</li> <li>How priority has replaced other buying determinants </li> </ul> <p>Subscribe, listen, and rate/review the Customer Experience Podcast on <a href="https://itunes.apple.com/us/podcast/the-customer-experience-podcast/id1453581989">Apple Podcasts</a>, <a href="https://open.spotify.com/show/6dv6SvwyqOI02pjzJ8srQq">Spotify</a>, <a href="https://play.google.com/music/listen?u=0#/ps/Ib4mg6ojo5rlrqjdjcdg6oiyx3q">Google Play</a> or <a href="https://podcasts.google.com/?feed=aHR0cHM6Ly9jdXN0b21lcmV4cGVyaWVuY2Vwb2RjYXN0LmxpYnN5bi5jb20vcnNz&amp;hl=en">Google Podcasts</a>, and find more episodes on our blog. </p> <p>Listening on a desktop &amp; can’t see the links? Just search for the Customer Experience Podcast in your favorite podcast player.</p>