I’m closing out the year by replaying some of my most popular episodes from 2018. Today’s episode, which many of you seemed to enjoy, features Amanda Sachs, General Manager, Customer & Partner Experience at Microsoft. This is such a multi-faceted interview because CX for Microsoft involves numerous partners and employees that span the world, so not only do we discuss CX at a local level, but we talk about how to make an impact with teams that operate in different cultures.
Make Mom Proud companies proactively build bridges for customers, both inside their company and with external partners. They get rid of that “Bermuda Triangle” moment that happens in the handoff between silos and partners: pulling together rather than working separately boosts everyone up. In this episode of “Daily Dose,” I share a customer example and talk about how companies should unite to deliver a better experience.
Are your internal-facing departments, such as legal, aligned with your customer-facing departments? Does your organization demonstrate trust in your customers, the way you expect them to trust you? In this episode of Daily Dose, I explore the importance of uniting both internal and customer-facing departments so that you provide the best experience for your customers.
Expounding on my latest Daily Dose vlog, I’m revisiting conversations from two CX leaders who have united their organizations to conduct a CX transformation led by a specific purpose and mission that enhances the overall experience.
Maintaining a “customer service mentality” in the marketplace has to first begin with leaders and the behaviors that they themselves exhibit. That gives the organization—throughout the organization—the ability to act and model that behavior. And this is not just limited to those on the front lines caring for customers in distress.
Spring is finally here and that means time to clean and de-clutter! I’ve put together 8 actions that I use with my clients to clarify what a one-company listening path should look like, and how you can efficiently use the information gathered from customer listening, to avoid more clutter in the future.
After studying hundreds of forward-thinking organizations and leaders, I’ve observed six actions that build companies that show up as “make-mom-proud” […]
Are your leaders united in how they make decisions that impact customers? Here are 3 tips for creating leadership unison.
Here are four big culprits that cause organizational customer experience work to stall and how to solve for them.
The following post is an excerpt from my book: Chief Customer Officer 2.0. Below, I share a “My Rock, My […]