In today’s video, I want to talk about telling customer stories by introducing applied anthropology and ethnography into your listening strategy, and most importantly, into your storytelling. Applied anthropology and ethnography take these studies out of the realm of academia and into the world of business and organizations. In doing so, they can be incredibly valuable tools for organizations to understand their customer journeys.
Do you define your journey based on customer needs or silo objectives? And how do you work with your leadership team to make sure they buy into your customer journey stages, so that you can work hand-in-hand to execute upon them. In today’s episode of “Jeanne Bliss’ Daily Dose…of Reality,” I explore.
Bob Buiaroski, the SVP of Manulife, shares how he implemented changes to a CX structure that had been in place at the company but not fully developed. He helped Manulife go from ad hoc cx management to embedding it in the organization’s culture.
Learn why should you should be using the customer journey map to assess customer loss and growth, hold leaders accountable, and connect silos to unite the organization.
Three reasons why a customer room has a positive CX impact on Irvine Company, and a free downloadable Customer Room Manifesto to help you build one in your organization.
How do you define patience experience in a hospital? Alan Dubovsky, Chief Patient Experience Officer at Cedars-Sinai, talks about how he defined his new role at the hospital and how he’s been able to lead a patient experience transformation.
Samir Bitar, Director of the Office of Visitor Services at the Smithsonian Institution, shares how customer journey mapping helped clarify his role and how it was used to create a unified understanding of the visitor experience across the Smithsonian’s many museums and affiliates around the world.
In tribute to Diana Helfinstine, VP of Customer Experience at Essilor, we revisit this podcast episode in which Diana shared how she implemented customer experience strategies that fueled Essilor’s customer-driven growth, and created greater value for their customers and patients.
Don’t make a promise that you can’t deliver on. Organizations have to step up their game to keep up with the demand to provide a smooth customer experience that’s convenient, solves customer issues, and leaves them feeling satisfied.
How do you transform the culture of your company to benefit the lives of your customers? Implement a CX plan that’s customer rather than product-driven.