Samantha Paxson, VP and CXO at Co-op Financial shares how she’s used her communications and marketing background to unite leadership across silos.
In today’s video, I want to talk about telling customer stories by introducing applied anthropology and ethnography into your listening strategy, and most importantly, into your storytelling. Applied anthropology and ethnography take these studies out of the realm of academia and into the world of business and organizations. In doing so, they can be incredibly valuable tools for organizations to understand their customer journeys.
Expounding on my latest Daily Dose vlog, I’m revisiting conversations from two CX leaders who have united their organizations to conduct a CX transformation led by a specific purpose and mission that enhances the overall experience.
In this episode, two experienced C-Suite leaders share how they advanced the CX work within their organization by uniting the C-Suite and understanding their needs.
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.
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.
Learn why should you should be using the customer journey map to assess customer loss and growth, hold leaders accountable, and connect silos to unite the organization.
My book, Would You Do That to Your Mother? The “Make Mom Proud Standard” for How to Treat Your Customers, identifies […]
Three reasons why a customer room has a positive CX impact on Irvine Company, and a free downloadable Customer Room Manifesto to help you build one in your organization.
Join a lively discussion about the evolution of both customer experience as a holistic experience and of the CXO and CCO roles over the past few decades with New York Times best-selling author Rob Markey. Additionally, I share 7 CX insights from this conversation that you can apply to your organization.