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.


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.


How Two CX Leaders United Their Organizations Under Shared Value Systems to Transform Customer Experience
October 25, 2018

How Two CX Leaders United Their Organizations Under Shared Value Systems to Transform Customer Experience [PODCAST]

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. 


May 16, 2018

Inspire a Customer Service Mentality In Your Organization

Maintaining a “customer service mentality” in the marketplace has to first begin with leaders and the behaviors that they themselves exhibit. That gives the organization—throughout the organization—the ability to act and model that behavior. And this is not just limited to those on the front lines caring for customers in distress.


8 Steps to Help De-clutter and Re-think Your Customer Listening
April 27, 2018

8 Steps to Help De-clutter and Re-think Your Customer Listening

Spring is finally here and that means time to clean and de-clutter! I’ve put together 8 actions that I use with my clients to clarify what a one-company listening path should look like, and how you can efficiently use the information gathered from customer listening, to avoid more clutter in the future.


6 ACTIONS TO BUILD A COMPANY THAT WOULD MAKE YOUR MOM PROUD