Sam M. Walton College of Business Students on Taking Business Beyond the Transaction.

Andy asks the students to share how their thinking had been unexpectedly changed over the course of this season. They share about the “compass” for direction, how COVID helped to focus on the essentials, the psychology behind marketing, and the focus on employee experience. The students share that they were surprised at how difficult it proves to be to incorporate the customer centricity model and the challenges for businesses to actually measure their success with it.

Hear about how many leaders use storytelling as an effective means to communicate ideas and thoughts. Listen to the stories that caught the student’s attention—from the Ritz Carlton Hotel experience, to Paco’s “boots on the ground” with Furniture Gallery in Houston.

Andy wraps up this final episode by asking for insights as a student, or “customer”, of a university. The students cannot say enough about Professor Molly Rapert’s course. Jacob shares about the advising office, scheduling appointments, and the issue of eliminating friction. Learn about marrying technology and the in-person interaction. Matt touches on the wisdom from Jeff (previous episode) about mentors and how he wishes he had created his “personal board of directors” much sooner! Final comments and insights reveal the wisdom discussed in prior episodes about the importance of customers “coming back” and the “dissatisfiers” that limit frequency of customer visits.