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Best of the podcast 2018: Amanda Sachs
December 14, 2018

Best of the Podcast 2018: Implementing CX at a Global Organization with Amanda Sachs of Microsoft [PODCAST]

I’m closing out the year by replaying some of my most popular episodes from 2018. Today’s episode, which many of you seemed to enjoy, features Amanda Sachs, General Manager, Customer & Partner Experience at Microsoft. This is such a multi-faceted interview because CX for Microsoft involves numerous partners and employees that span the world, so not only do we discuss CX at a local level, but we talk about how to make an impact with teams that operate in different cultures.


December 12, 2018

How to Deliver a United, One-Company Experience

Make Mom Proud companies proactively build bridges for customers, both inside their company and with external partners. They get rid of that “Bermuda Triangle” moment that happens in the handoff between silos and partners: pulling together rather than working separately boosts everyone up. In this episode of “Daily Dose,” I share a customer example and talk about how companies should unite to deliver a better experience.


December 6, 2018

Unite the Silos and Create an Internal Shared Vision When Implementing a CX Transformation [PODCAST]

In this episode, I chat with Alvin Stokes, Senior VP of Customer Experience at Cable & Wireless Communications (C&W), and we discuss how he began a CX transformation in an international telecommunications industry spanning 17 markets.


3 Actions to Unite Internal and Customer-Facing Departments + Downloadable Audit
December 4, 2018

3 Actions to Unite Internal and Customer-Facing Departments + Downloadable Audit

Are your internal-facing departments, such as legal, aligned with your customer-facing departments? Does your organization demonstrate trust in your customers, the way you expect them to trust you? In this episode of Daily Dose, I explore the importance of uniting both internal and customer-facing departments so that you provide the best experience for your customers.


November 29, 2018

CCO Shares How to Create a Customer-First Health Care System by Directly Engaging Members [PODCAST]

How do you make health care more personal and customer-focused? Antoinette Taranto, Chief Customer Officer at The Colorado Department of Health Care Policy and Financing shares some strategies and tactics employed to engage their members.


November 27, 2018

Respect Your Customers with a United “You Know Me” Experience

Why is delivering a one company and united “you know me” experience across our organization, a sign of respect and appreciation that we must show our customers? And yet, some companies are still asking their customer to re-tell their story to each person or with every interaction. In this Daily Dose video, I explore what companies can do to engage their customers.


November 23, 2018

Best of the Podcast: Revamp Your Employee Experience By Rethinking Your Hiring Methods [PODCAST]

Today, I’m replaying one of our most popular episodes from 2018 about the employee experience and building customer loyalty at Hertz with Eric Smuda, VP of Customer Experience and Loyalty. In today’s replay notes, we’re going to focus on Eric’s approach to employee experience at Hertz.


November 20, 2018

Hire People Who Care & Enable Them to Apologize

In my latest book, Would You Do That To Your Mother?, I talk about how Make-Mom-Proud companies know that hiring people with the ability to care is key to how they will grow. In this episode of “Daily Dose…of Reality,” I discuss the importance of apologies and about hiring people that are human and who act with humanity.


3 Ways to Convey CX Needs to Your Executive Leadership Team Using Research and Empathy

November 13, 2018

Allow for Human Error: Design in Empathy & Care

In this episode of Jeanne Bliss’ Daily Dose…of Reality, we discuss organizations that design with human error in mind, build in grace, and operationalize practices that allow their team to act like humans and take care of their customers.