— INC. Magazine —
#1 on the list:
9 Binge-Worthy Marketing Podcasts
– Jeanne Bliss
Shep Hyken and I discuss insights from his latest book, “I’ll Be Back: How to Get Customers to Come Back Again and Again.”
Jenn Oyler and I discuss CX strategies that impact both the employees and customers in a B2B2C organization. We also explore some finer details of the work when we chat about the various CX KPIs that Jenn measures against, how they determine ROI, and her leadership style.
Chris and I chat about how he and his team of roughly 100 employees focus on the customer, the integration of marketing and sales, and how they maintained connections with their customers during the pandemic––a time which was incredibly rough on the travel industry.
In my discussion with Corrie Quaranto, Vice President of Northwell Health, we chat about how Northwell is taking the time to focus on customer care in a way that reduces stress and confusion for the patient during their healthcare experience, especially in regards to billing and financial responsibility.
“Customer experience is about leadership. It’s about the blueprint for how you run your business, and how you want to show up in the marketplace,” says Andy Schulkind, the vice president of customer experience at Domino, North America. Domino is a B2B company which specializes in the development and production of various printing technologies used for coding and marking.
In my conversation with Holly O’Neill, Chief Client Care Executive & Head of Consumer Client Services at Bank of America, we spoke about the importance that empathy, communication, and flexibility played in the customer and employee experience during the pandemic.
Clarity for how you improve lives, and your leadership behaviors and actions are what will fuse people to you. They will define how you will be remembered…How you earn admiration…and how you grow. In a marketplace that values congruence of heart (what you know is right) and habit (how you act)…the memory of how you help others achieve their goals, and who you are as people becomes the greatest currency of your brand. Let’s find yours.
