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.


November 27, 2018

Respect Your Customers with a United “You Know Me” Experience

Why is delivering a one company and united “you know me” experience across our organization, a sign of respect and appreciation that we must show our customers? And yet, some companies are still asking their customer to re-tell their story to each person or with every interaction. In this Daily Dose video, I explore what companies can do to engage their customers.


Embedding Customer Experience at General Motors
July 12, 2016

How General Motors is Embedding Customer Experience, with Dave Mingle [CB13] [PODCAST]

General Motors is a massive company. Dave Mingle entered a major CX role there — and the job title was brand-new. How did he work towards embedding customer experience around so many long-entrenched silos and pre-existing business ideas? That’s what we discuss in Episode 13 of my podcast.


May 31, 2016

The Value Of Building Bridges For Customer Experience, with Curtis Kopf [CB7] [PODCAST]

I talk with Curtis Kopf in this episode. Curtis was deeply embedded with customer experience at Alaska Airlines before moving to Premara Blue Cross. We discuss the value of building bridges, listening tours, asking the right questions, using analytics wisely, and how conversations drive customer experience.