SRM and why it matters to growth and customer experience - Interview with Ryan Hamilton

Punk CX: Customer Experience Insights with Adrian Swinscoe

Today’s interview is with Ryan Hamilton, an Associate Professor of Marketing at Emory University’s Goizueta Business School, an author and the co-host of The Intuitive Customer Podcast with Colin Shaw. Ryan joins me today to talk about his new book (The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things), why an obsession with growth can be counterproductive, what the heck SRM is, why marketers should be thinking about customer segment compatibility and what happens when a brand serves incompatible segments, amongst other things.

This interview follows on from my recent interview – Employee understanding and cracking the code of a better employee experience – Interview with Annette Franz – and is number 547 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.