Are your leaders united in how they make decisions that impact customers? Here are 3 tips for creating leadership unison.
Josh Ives, VP of Customer Experience Management and Strategy at Samsung Electronics America, talks to me about what customer experience leadership looks like in a large, multi-service organization like Samsung.
Is your company customer obsessed? If not, it should be! Tamar Cohen, Head of US Customer Experience for Zoetis, a leader in animal health services, shares how she built the company’s CX platform and organization from the ground up.
Here are the top 3 downloaded customer experience episodes of the year from my podcast: The Chief Customer Officer Human Duct Tape Show. Episodes discuss CX leadership at Lyft, Volkswagen Group Australia, and Peloton.
Guest Post by Rocky Romanella, author of Tighten the Lug Nuts: The Principles of Balanced Leadership. Your character and reputation […]
Renee Cacchillo of Safelite talks to me about leadership accountability, using data properly, road mapping, and caring about your people.
Why one-company leadership might be more important than what’s on your balance sheet.
One of the core leadership team from Zipcar, now at M. Gemi, Mottla runs down the biggest customer experience lessons for start-ups.
The first step to successful customer experience is often around how you develop your leadership team. And there’s one simple thing you can do first to make that process a bit smoother.
If you really want a customer-driven, customer-experience-obsessed culture, you need to do three things first — and they’re not logical steps for many managers and leaders.