Blog

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May 15, 2019

3 Actions to Take to Honor Customers as Assets

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.


Scott Allison 152
May 10, 2019

How DHL Became More Customer-Focused, with CCO Scott Allison [PODCAST]

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.


May 7, 2019

Trust the Front Line to Extend Grace and Honor Your Customers

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.


Jon Herstein 150
April 25, 2019

Make Customer Delight About Delivering Value with Jon Herstein of Box [PODCAST]

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.


April 23, 2019

How to Evaluate CCO Positions: 5 Steps to Ensuring the Right Fit

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.



April 16, 2019

Why We Must Give Customers Choices Based on Their Lives: 4 Case Studies

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.


April 12, 2019

A 3-Stage Approach to Your Company’s New Customer Experience [PODCAST]

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.