“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.
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.
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.
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.
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.
In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily […]
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.