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 and get a proven action plan the highest-profit companies use to build loyalty and long-term growth. Want Stacy Sherman to present these findings at your conference or company event? Schedule a call And if this episode gave you something to act on, please subscribe to the Doing CX Right℠ podcast and leave a review so more people find the show.