May 15, 2019

3 Actions to Take to Honor Customers as Assets

Do you believe customers are assets or cost centers? Thinking about customers as assets is my first customer experience competency. In today’s episode, I share three actions that your company must take to enable your team to act in ways that honor customers.


Implement These 5 Tactics to Improve Employee Experience
November 1, 2018

Implement These 5 Tactics to Improve Employee Experience [PODCAST]

As a business leader, do you think about how your approach to hiring impacts your organization and customer experience? In today’s podcast episode, I’m revisiting conversations with two previous guests, Mary Winfield, VP of Customer Experience and Trust at Lyft, and Carolyne Matseshe-Crawford, Head of Fan Experience at Fanatics. Both of these women place a strong value on employee experience, and you’ll hear some of their strategies regarding implementation tactics.


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. 


How to Build in Experiences That Will Earn Customers' Raves: Introducing the "Talk Trigger" with Jay Baer
October 11, 2018

How to Build in Experiences That Will Earn Customers’ Raves: Introducing the “Talk Trigger” with Jay Baer [PODCAST]

In this special video interview, I interview Jay Baer, Founder of Convince & Convert, and author of Talk Triggers: The Complete Guide to Creating Customers With Word of Mouth. Jay shares examples from 3 companies (B2C and B2B) who’ve successfully operationalized talk triggers that keep their businesses booming and customers talking.


June 6, 2018

Optimize Your Company’s Business Strategy With Customers In Mind

As “customer experience” has become a hot topic and nearly every industry has embraced it as a priority for their business, it is important that it also become united across your organization. And that means building a one-company approach to business strategies.


HOW DOES BEST BUY COMBAT HIGH TURNOVER AND DIGITAL COMPETITION? EMPLOYEE EXPERIENCE INVESTMENT
February 23, 2018

How Does Best Buy Combat High Turnover and Digital Competition? Investing in Employee Experience

Is your organization taking the time to improve its employees lives? When you improve the lives of your employees, you’re also taking the right steps to improve the lives of your customers. Let’s look at how Best Buy fights competition and high turnover by employee investment.


Develop and Commit to a Set of Core Values to Elevate Customer Experience
December 15, 2017

Develop and Commit to a Set of Core Values to Elevate Customer Experience

Based on my experience as a CX practitioner, this is my response to a few key findings in Forrester’s report – “Predictions 2018: The Crisis Of Trust And How Smart Brands Will Shape CX In Response”