How does a global consumer brand create value for its customers, consumers, and employees? In today’s episode, we talk to […]
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June 12, 2019
Nurture Customer Rescue Artists
In this Daily Dose I explain why it’s important to hire, develop, and nurture people who are available to customers, who rescue them.
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.
June 4, 2019
Reward Employees for Congruence of Heart and Habit
In our lives as customers, we find hope, encouragement, and joy in companies who act with “congruence of heart and habit” – taking actions at work grounded in what they learned at home. In today’s Daily Dose, I want to share a story with you that helps illustrate what wonderful things can happen when companies empower and encourage their employees to act with this concept in mind.
May 31, 2019
3 Steps to Implementing a Stellar Customer Experience at a Startup [PODCAST]
Denis Drossart, global vice president of Culture & Experience at Selina, shares some tactics and strategies regarding how he’s been able to shape the purpose and culture of this hospitality-disruptive brand.
May 28, 2019
Earn Your Place in the Story of Customers’ Lives
Memory creation is a choice. In every interaction with customers, you can choose how you’ll deliver a memory and if you’ll deliver a memory. The great news is often, that choice comes at no cost. All it requires is that people act on the power they have to deliver that memory. In today’s episode, I explore how to earn a place in the stories of our customers’ lives.
May 23, 2019
How Exemplis Commits to Company Culture and CX Improvement [PODCAST]
In this episode, Aurelia Pollet, VP of CX at B2B2C company, Exemplis, tells us about the company’s impressive culture, and how she’s been supported in her role to lead the its CX into the future.
May 22, 2019
How to Show Up as a Caring Company
Would you roll your mother into a hospital hallway and then leave her there? You know that you wouldn’t. But this kind of thing happens in every single one of our industries, because we’re focused on processes that are built for efficiency, and in doing so, we wire the human out of it. In this episode, I explore how to bring the human back to the heart of our operations.
May 17, 2019
How to Build Your Customer Success Forecasting System with Eleanor O’Neil [PODCAST]
Eleanor O’Neil, CCO of Workshare, explains how she developed a customer forecasting system to improve customer success at her B2B company.
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.