In my latest vlog post, I explain 4 different potholes to avoid in order to advance your CX work, and […]
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October 17, 2018
Take Action with These 3 Steps to Help Your Customers Achieve Their Goals
Make-mom-proud companies take a human-centered approach when engaging with customers. Here are three steps you can take to put your customers first so you can help them achieve their goals.
October 16, 2018
4 Customer Experience Potholes to Avoid
In this vlog, I outline 4 customer experience potholes to avoid, things that get in the way from leading a transformation and from making traction. Click through and fill out the form to get the full video of 10 potholes.
October 11, 2018
How to Build in Experiences That Will Earn Customers’ Raves: Introducing the “Talk Trigger” with Jay Baer [PODCAST]
In this special video interview, I interview Jay Baer, Founder of Convince & Convert, and author of Talk Triggers: The Complete Guide to Creating Customers With Word of Mouth. Jay shares examples from 3 companies (B2C and B2B) who’ve successfully operationalized talk triggers that keep their businesses booming and customers talking.
October 9, 2018
How Does CX at Not-For-Profits Compare to For-Profit Organizations? A Conversation with Martin Hand of St. Jude Children’s Research Hospital
For CX Day, I interviewed Martin Hand, chief donor officer of St. Jude Children’s Research Hospital on going from for-profit to not-for-profit customer experience (donor experience) and how to support a culture of CX throughout the organization. See what he has to say in this short video.
October 4, 2018
4 Strategies to Improve Customer Experience in the Airline Industry [PODCAST]
Two CX leaders in the airline industry share how they assessed the work that needed to be done in order to improve customer and employee relations within their first year on the job.
October 2, 2018
How to Improve CX at Every Level of the Organization Through Personal Responsibility
In lieu of alieu of a regular Daily Dose video, I want to share with you an excerpt from an interview I did this summer with my good friend Laura Ortman—chief customer officer of Equinix—in which we discuss how practitioners from call center representatives to business leaders can impact customer experience in their roles every day.
September 27, 2018
3 Steps to Communicate Your CX Plan with Leaders, Stakeholders, and Outliers [PODCAST]
Lucy Norris, Chief Customer Success Officer, talks about how they define customer success and customer experience at Genesys and how she’s been leading the CX transformation in the organization.
September 25, 2018
Do You Know the Power Core of Your Company? How to Determine and Dance with the Power Core
On a recent episode of my podcast, I talked to Lee Roquet of Yellowfin about the importance of the Power Core, and it’s such an important topic, I wanted to expand upon it in my vlog, and talk about why a lack of understanding of the Power Core may be what’s preventing you from getting traction.
September 20, 2018
How Do You Define and Operationalize Customer-Obsession? Two CX Leaders Share Their Experience and Tactics [PODCAST]
In today’s episode, we revisit two conversations with CX leaders of global organizations about defining and operationalizing customer-obsession.