Companies put the monkey on customer’s backs and the result is service exhaustion. Customers are glad for the outcome received, but they don’t know if they have it in them to do it again. In this video, I talk about the importance of company’s recognizing these “monkeys on customers’ backs” and doing the work to remove them.
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- Align Around Experience
- CCO Role
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- Customers as Assets
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This summer, I’m taking a bit of a break to prepare exciting new content for you, and in the meantime, […]
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.
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.
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.
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.
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.
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.
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.
In this Daily Dose I explain why it’s important to hire, develop, and nurture people who are available to customers, who rescue them.