315: The 10-Second Customer Journey

In the digital world, consumers have an incredible volume of choice, with great visibility, but also subject to near-infinite distractions. So as retailers, when we have a moment of a customer’s attention, we need to consider how to make the most of it. Todd Unger, the Chief Experience Officer of the American Medical Association and author of The 10-Second Customer Journey joins to explore more and share how commerce companies can drive meaningful transformation.

Listen to this episode to hear:

• How customer perception is rapidly formed.
• Why there are no excuses not to offer a state-of-the-art customer experience.
• How to understand the customer journey from your customer’s point of view.

 

 

Introducing Todd Unger

Todd Unger is Chief Experience Officer of the American Medical Association, where he has driven record growth and gained international recognition for their CX program.

Unger’s experience as a transformational marketing and digital executive places him at the nexus of marketing, product development, e-commerce, and customer service—the building blocks of today’s customer experience.

Unger spent a decade at marketing powerhouses Procter & Gamble and Leo Burnett before he leaped into the exploding digital world as a product manager in the early days of America Online, where he ultimately served as GM of the AOL Local business.  As both a Chief Digital Officer and Chief Marketing Officer, he’s since led digital and marketing teams across large and small media companies, including Lifetime Television, Time Inc., and the Daily Racing Form.

He is the author of The 10-second Customer Journey: The CXO’s Playbook for Growing and Retaining Customers in a Digital World, published by Practical Inspiration Publishing. Todd is a frequent speaker and guest on marketing and customer experience podcasts, Unger hosts the AMA’s award-winning video/podcast series, The AMA Update.  He holds an MBA from Harvard Business School.

Find out more about Todd Unger on LinkedIn.

Buy your copy of The 10-Second Customer Journey on Amazon or wherever you buy your books.

Additional podcast episodes to explore

The customer experience is only as strong as the memory it creates. Join Oliver Banks for episode 295: Shift Customer Experiences Into Memories to discover how we can use neuroscience to help us develop meaningful and memorable experiences.

Howard Tiersky joined in episode 171: Letting Avatars Guide Your Transformation to share approaches for understanding and tailoring your operations and propositions for your target customers. Learn more about how ideal customers personas and avatars can make it more approachable to think in your customers’ shoes.

Todd Unger was one of the authors who developed his book alongside Oliver Banks. Two other authors were also on this journey. Julie Smith, author of Coach Yourself Confident, joined in episode 279: Being Confident Despite Uncertainty and Philippa White, author of Return on Humanity, joined in episode 293: Becoming A Human Centric Company.