July 16, 2019

Show Patients You Care: A Case Study on Customer-Needs-Driven Design

Do you demonstrate that you care about the whole human being, not just the part that you deal with in your business? In this video, I share a case study from the healthcare industry that demonstrates how caring for your customers makes a difference to the bottom line of your business.


July 1, 2019

Avoid the Failure to Empathize: Take the Customer Seriously

Many customers experience anxiety when dealing with service people, and therefore, they avoid these transactions whenever possible. In today’s video, I share the simple ways we can address these fears through our company culture.


Chelsie Rae Lee and Allison Pickens
June 28, 2019

4 Steps to Assessing the CX Work That Needs to Be Done at a Young Company [PODCAST]

As a CCO at a young company, how do you assess the work that needs to be done to begin the CX transformation? In this compilation episode, two CX leaders share some tactics and strategies that helped them lay the foundation.


June 26, 2019

Honor Your Customers: How to Build a Respect Delivery Machine

You’ve probably seen the Siegel + Gale study, which says we’re leaving a collective $86 billion on the table when we don’t take care of customers’ lives. Therefore it’s more critical than ever to honor customers’ time and get to know them. In this episode of “Daily Dose,” I explore these two critical steps every company must take.


Bob Thomas 158
June 20, 2019

Building Culture and Customer and Employee Experience at The YMCA [PODCAST]

We explore improving CX at a large-scale non-profit, specifically at the YMCA (the Y). I chat with Bob Thomas, the first chief experience officer at the Y, who serves the twin cities, the Greater Minneapolis St. Paul area.


June 18, 2019

Give Trust to Get Trust: Let Two-Way Trust Define Your Actions

Every customer relationship begins because a customer chooses to trust an organization and its people. In this episode of my Daily Dose vlog, I share insights into how you should look for opportunities to deliberately give trust to your customers in order to build genuine relationships with them.


Chester Twigg Episode 157
June 14, 2019

How Johnson & Johnson Creates Value for Customers and Employees [PODCAST]

How does a global consumer brand create value for its customers, consumers, and employees? In today’s episode, we talk to Chester Twigg, the first global chief customer officer at Johnson & Johnson.


June 6, 2019

The Importance of Closing the Feedback Loop: A Discussion with Dropbox’s CCO [PODCAST]

Yamini Rangan, chief customer officer at Dropbox, offers strategies that she has employed within Dropbox, that keeps her leaders and C-Suite aligned to the same goals of customer-centricity.