November 13, 2019

Empower Your Team: Seek Out and Eliminate Rules That Make No Sense

Would you make your mom live by a rule that made no sense? Of course not. We never want customers to encounter crazy rules, but over time they seep into our processes. In this video, I share case studies and examples that showcase how and why we need to eliminate bad rules in our organizations to gain customer AND employee trust.


October 23, 2019

CCO Career Path: Are You Working with a North Star or ROI-Based Leader?

To succeed as a chief customer officer (CCO) or customer experience executive, you’ll need to understand how you can align with the overarching vision and approach of the CEO or executive who oversees your work. Learn about the two different types of leaders you may encounter in your CCO career journey.


October 17, 2019

The CCO Career Path: How to Successfully Translate Your CX Skills Across Industries

Have you held yourself back from that next career move because you think your skills don’t translate to another industry? In today’s video, I discuss the three fundamental skill sets that you must develop as a chief customer officer or customer experience leader in order to prepare yourself to move across industries.


October 9, 2019

Provide Unexpected Transparency & Guidance

Flip the script on the high pressures sales tactics and confusing documents than many companies provide! In today’s video, I talk about how you should earn your relationships with your customers by providing transparency and guidance.


October 2, 2019

Career Path Advice: 3 Steps in the Evolution of Becoming a CCO or CXO

In this episode, I share three critical elements of building a career path that leads to becoming a chief customer officer or chief experience officer. As this role becomes more widespread and relevant across industries, it’s important to understand how you can prepare yourself for this work.


September 18, 2019

Go Beyond Surveys to Understand Customers’ Lives

In this special episode, I am joined by Alison Circle, chief experience officer of the Columbus Metropolitan Library. Alison and I discuss how organizations should capture customer feedback and research, beyond your traditional survey. Tactics include focus groups and interest groups on-site, as well as ethnography and cultural anthropology.


September 10, 2019

Acknowledge the Customer: Set the Tone with Your Greeting

The opportunity here is to rethink and redesign your “hello” with a welcome, with eye contact when possible, and by calling customers by their name. This all sounds intuitive: we should warmly and personally naturally greet our customers. But the truth of the matter is that frequently, this is the exception rather than the rule. Learn more in today’s video.


September 4, 2019

Earn Positive Survey Results! Don’t Beg for Survey Scores

A less than perfect score is an opportunity to improve, not a failure in performance. Leaders, when you shift your attitude and how you pay people to embrace the gift of feedback, you will become a different kind of company. Learn why you must eliminate survey score begging in this video.


August 27, 2019

Why You Should Eliminate “No Mercy” Policies!

Hard and fast rules can sacrifice your customer relationships for the sake of small profits. Allow your employees to extend grace to your customers, show empathy, and provide understanding. Trusting your front line pays dividends by improving your brand’s relationships with its customers AND its employees.