I chat with CCO Lisa Henken Ramirez, about implementing customer experience Netspend, a young, a finance-related company. As the banking industry continues to focus more on customer experience and innovation, I think this is a good conversation to have at the beginning of 2019.
In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily […]
3 downloadable resources to help you improve your company’s customer experience and make changes that’ll lead to customer-driven growth.
I chat with Michael Bair, the Senior Director of Member Experience at Inspire, a clean energy tech start-up. We speak about implementing a CX plan from scratch.
I’m revisiting a conversation I had with Alan Dubovsky, a well-respected colleague in the industry, who is the Chief Patient Experience Officer at Cedars-Sinai Hospital. Alan shared the unique situation that placed him in this position at Cedars-Sinai, his prior experience in the healthcare industry, and the extensive work he’s done to define his newly created role.
How can transparency and guidance become our standard for how we sell and how we serve? In this Daily Dose, we look at the importance of educating the customer and letting them make informed decisions.
Today’s “Best of 2018” episode features Patricia Pedhom Nono, who was previously the general manager of customer service & customer experience at MTN Cameroon, one of the biggest telecommunications companies in Africa. Patricia shared a detailed account regarding how she demonstrated the value of a customer-first strategy to a skeptical C-Suite.
Improve the life, then earn the score. Instead of starting with the score, I encourage you to start with the story of customers’ lives.
One of my most popular podcast episodes of this year features Dan Heath, co-author of the book, The Power of Moments: Why Certain Experiences Have Extraordinary Impact. Though not a CX book per se, it will definitely get you thinking about ways you can differentiate your brand and the experiences you provide to your customers.
Make mom proud companies commit and hold themselves accountable for helping customers achieve their goals by rethinking the way their industry does things.