229. The Distinctive Business Advantage: New Research on Customer Retention | Jason Ten-Pow

Companies are investing more in customer experience than ever before, yet many still struggle to retain customers and win new ones. That contradiction led me to ask a simple question: What is driving customer decisions today, and how can companies gain a sustainable competitive advantage? To answer it, I commissioned new research with Jason Ten-Pow of ONR EDGE, and this special Doing CX Right® episode is its debut. We compare how companies design customer experiences today with what customers say they actually want. The gap between the two surprised us both. In this conversation, you'll discover key insights from the research, the structural changes reshaping customer expectations, how leading companies are adapting, and practical steps your company can take to improve loyalty and business performance. What You Will Learn How many positive emotional experiences it takes to rebuild customer loyalty after one negative experience What replaces price as the primary driver in customer buying decisions today Which new customer loyalty metric reveals at-risk customers before they leave, so you can intervene early (hint: not NPS or CSAT) Why AI recommends your competitors based on customer emotion data you can control but aren't managing What actionable steps to implement at your workplace immediately to boost results the right way What combination of customer feedback sources exposes the loyalty signals you're currently overlooking, and much more! Download The Distinctive Business Advantage research report to discover exactly what top-performing companies are doing to drive customer loyalty and sustainable growth, and what you can do as well. Want to bring these findings to your conference or company event? Contact Stacy Sherman Get notified of new articles and podcast episodes. Subscribe to the Doing CX Right® newsletter.