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.


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.



Horst Schulze
March 21, 2019

3 Keys to Creating Excellence in Your Customer and Employee Experience with Horst Schulze [PODCAST]

Horst Schulze knows a thing or two about creating excellent customer service and experience and has some great insights to share with us—many more of which can be found in his latest book, Excellence Wins.


March 8, 2019

How One B2B Software Company Shifted Its Mindset to Unlock Growth [PODCAST]

Mark Bartlett, Chief Experience Officer at FPX, chats with me about the importance of developing your customer narrative and understanding their behaviors, so you can design products that they’ll get the most benefit out of.


February 8, 2019

Leading a Purpose-Driven Organization: Putting Customers and Members First at REI [PODCAST]

The Chief Customer Officer Human Duct Tape Show is in both video and audio form. I think you’re really going to enjoy this conversation between myself and Ben Steele, Executive Vice President, and Chief Customer Officer at REI.