“I was really looking to achieve an experience that was elegant. I’m a big believer in that,” said Eleanor O’Neil, […]
Do you believe customers are assets or cost centers? Thinking about customers as assets is my first customer experience competency. In today’s episode, I share three actions that your company must take to enable your team to act in ways that honor customers.
How does a logistics company shift its gears to become more customer-focused? Scott Allison, the Chief Customer Officer of DHL’s supply chain, shares some strategies and tactics around communicating the brand’s message, telling the customer story, and improving employee and customer experience.
Why not let policy and the golden rule collide? As we become increasingly self-sufficient in almost every part of our lives as customers, it becomes even more urgent that, when someone connects with the humans of your company, the contact is meaningful. In this episode of my Daily Dose series, I discuss the importance of empowering your front line to serve your customers thoughtfully and with grace.
It takes skill to synthesize the knowledge you’ve gained and then disseminate in a way that will help leaders make […]
Jon Herstein, Chief Customer Officer at Box, talks about delivering value as a key point of customer success and delight. He also shares a framework of 6 areas of focus for his role as CCO.
On today’s Daily Dose, I want to talk to you about how to suss out potential roles/positions that comes across your desk. Here are 5 key steps to seeing if the job description and role is right for you and truly focused on transformation.
In this episode, Fernando Machado, Burger King’s Global Chief Marketing Officer, shares how he works closely with operations and the franchise owners to make great CX come to life.
As customers, we kind of feel like this is our time to get what we want, but the fact of the matter is that a lot of organizational data, culture and processes have to be worked through to get to this state for any company. And while we have a lot of newfangled words and jargon to describe this work, when you boil it all down, “give me choices that jibe with my life,” has—at its core—respect. In today’s episode, I share 4 case studies on respecting your customers’ choices.
Are you responsible for building an entirely new customer experience path for your organization? Monica Whiting, Vice President of Customer Experience at TECO energy, shares tactics and plans to help you strategize short-term and long-term goals for CX, regardless of your industry.