On today’s Daily Dose, I want to talk to you about how to suss out potential roles/positions that comes across your desk. Here are 5 key steps to seeing if the job description and role is right for you and truly focused on transformation.
Blog
What would you like to learn about? Choose from these categories:
- Align Around Experience
- CCO Role
- Customer Listening Path
- Customers as Assets
- Experience Reliability & Innovation
- Guest Posts
- One-Company Leadership
- Podcast
April 19, 2019
How to Improve Customer Experience at a Fast Food Restaurant with Fernando Machado of Burger King [PODCAST]
In this episode, Fernando Machado, Burger King’s Global Chief Marketing Officer, shares how he works closely with operations and the franchise owners to make great CX come to life.
April 16, 2019
Why We Must Give Customers Choices Based on Their Lives: 4 Case Studies
As customers, we kind of feel like this is our time to get what we want, but the fact of the matter is that a lot of organizational data, culture and processes have to be worked through to get to this state for any company. And while we have a lot of newfangled words and jargon to describe this work, when you boil it all down, “give me choices that jibe with my life,” has—at its core—respect. In today’s episode, I share 4 case studies on respecting your customers’ choices.
April 12, 2019
A 3-Stage Approach to Your Company’s New Customer Experience [PODCAST]
Are you responsible for building an entirely new customer experience path for your organization? Monica Whiting, Vice President of Customer Experience at TECO energy, shares tactics and plans to help you strategize short-term and long-term goals for CX, regardless of your industry.
April 9, 2019
Honor Your Customers’ Time and Their Clock
When you honor people’s time, when their urgency is your urgency, worry and concern is replaced with peace of mind. The shoulders relax, the dialing and the texting and the not knowing doesn’t begin. In today’s Daily Dose, I talk about why and how companies should respect customers’ time, sharing some key case studies.
April 5, 2019
How A Legacy Organization Embraces Digital Media to Engage Audiences in a Meaningful Way [PODCAST]
Todd Unger, Chief Experience Officer and SVP of Physician Engagement at the American Medical Association (AMA), shares how he transformed a 170-year-old company’s communication methods into the world of digital.
March 28, 2019
4 Tactics to Building and Managing Customer Success with Allison Pickens [PODCAST]
In my conversation with Allison Pickens, the Chief Operating Officer at Gainsight, a customer success SaaS organization, you’ll hear how her background in strategy and management consulting, and investment banking, allowed her to thrive in her current position.
March 26, 2019
How to Grow as a CCO: 5 Lessons in Leadership
Since I’ve received so many thoughtful comments and questions especially about the work of leading the experience practice in various organizations, I wanted to share a few of my favorite lessons that I’ve gleaned over the years.
March 21, 2019
3 Keys to Creating Excellence in Your Customer and Employee Experience with Horst Schulze [PODCAST]
Horst Schulze knows a thing or two about creating excellent customer service and experience and has some great insights to share with us—many more of which can be found in his latest book, Excellence Wins.
March 15, 2019
3 Steps to Mapping a Robust Customer Journey with Chelsie Rae Lee of SnackNation [PODCAST]
Chelsie Rae Lee, SVP of Customer Strategy at SnackNation, talks to me about improving employee experience and creating a customer journey map to understand churn.