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Nasdaq Speed Reads: Would You Do That To Your Mother?
June 22, 2018

Nasdaq Speed Reads: Would You Do That To Your Mother?

While promoting my book, I stopped at Nasdaq in Times Square for a #NasdaqSpeedReads interview with Lyanne Alfaro. We spoke about the book, how good employee and customer experience affects businesses and customers, and why technology and CX should play nicely together without removing the human element.


Beyond Patient Experience, How do You Improve the Overall Hospital Quality and Safety Experience at Hospitals?
June 20, 2018

How to Improve Healthcare CX: Lessons from a CXO and Hospitality Veteran [PODCAST]

What happens when one moves from hospitality to healthcare? In today’s podcast episode, I chat with Shawn Smith, a veteran in the hospitality industry, who’s now the Chief Experience Officer at MedStar Washington Hospital Center, responsible for improving the patient, quality, and care experience.


June 13, 2018

The Secret to Attracting and Keeping Valued Customers

When we are validated, and even the slightest concession is made to accommodate us as customers, it makes a difference. And that difference adds up in how we stack up the companies we will go back to and talk about.


HOW DO YOU BUILD A CULTURE OF CONTINUOUS IMPROVEMENT WITH VP OF CX & LOYALTY AT HERTZ
June 6, 2018

How to Build the Employee Experience and Culture of Continuous Improvement with VP of CX & Loyalty at Hertz [PODCAST]

How do you take insights from customers and drive better decision making and better product delivery? This is one of the many questions that Eric Smuda, VP of Customer Experience & Loyalty of Hertz car rental service had to ask when he joined the company to transform customer and employee experience.


June 6, 2018

Optimize Your Company’s Business Strategy With Customers In Mind

As “customer experience” has become a hot topic and nearly every industry has embraced it as a priority for their business, it is important that it also become united across your organization. And that means building a one-company approach to business strategies.


May 31, 2018

CX Leadership in the International Gas and Energy B2B Industry with Antonio Susta [PODCAST]

I speak with Antonio Susta, Head of Customer Experience and Customer Service at The Linde Group, a world leading supplier of industrial, processes and specialty gases. As a CX leader at Linde Group Italy, he has the support he needs to lead and implement a CX transformation, per the company’s new focus.


The 5-Step Guide for Customer and Culture Transformation: Your “Would You Do That To Your Mother” Reading Experience
May 25, 2018

The 5-Step Guide for Customer and Culture Transformation: Your “Would You Do That To Your Mother” Reading Experience

I designed this book to be a series of toolkits for you and your team to use while transforming your company’s customer experience. You’ll find a 5-step plan for evaluating your company’s current behaviors and implementing actions at every level of the organization to achieve the “Make Mom Proud” company status.


May 23, 2018

Head of Fan Experience at Fanatics Shares Why Employee and Customer Experience Go Hand in Hand [PODCAST]

Fanatics is the world’s largest provider of officially licensed sports gear, and in this episode, Carolyne Matseshe-Crawford, Head of Fan Experience, speaks about the importance of employee experience at Fanatics and how that translates to a better customer experience for dedicated sports fans.