Transforming the Customer Experience

Monthly Archives : July 2018


Episode 011 – Using Empathy to Build HUMAN CX Relationships


Unless we understand empathy, it’s expression will always seem as “a mask” and not genuine.

Lifeless, automated, and robotic responses kill the Customer Experience.

Empathy drives connection in relationships. Empathy is the art of understanding and acknowledging a customer’s feelings and needs before trying to find a solution that meets them. When

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Episode 010 – The Last Impression of CX Counts More Than You Realize

Episode 010 – The Last Impression of CX Counts More Than You Realize – Shownotes…


You never get a second chance to make a first impression

The last impression needs as much focus as every other point in the customer journey.

The last impression of their last interaction stays with them until the next time they

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An Effective Customer Journey Map is a Crucial Part of Managing the Customer Experience

Customer Journey Mapping

This concept is nothing new… yet so many company leaders have not done it… or – at least- have not done it effectively. Leaders tend to get overwhelmed with the process, and no wonder. Many folks, myself included, used to map out every single touchpoint the customer encounters

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Episode 008 – Creating an Effective Customer Journey Map

Episode 008 – Creating an Effective Customer Journey Map Shownotes

What Journey Mapping ISN’T

Not a process map
Not or training manual
Not what you hope customers experience
Not the time to map out every single touchpoint and the stuff behind the scenes to make the magic happen for the

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Episode 007 – CX Depends on Hiring Right

Hiring Right – Episode Number 007 Shownotes…

So much of this work is dependent on hiring the right people to execute the desired customer experience. If you have people that aren’t concerned about customer service and making the customer happy enough with their experience doing business with you, then you have a

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Episode 005 – CX From the Customer Perspective


Customer Perspective is really the only thing that matters in any Customer Experience work.
I know that you are doing what you think is best for your business and your customer. I know that most of you, simply because you are listening to this podcast, are looking to create

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Episode 004 – It’s All About the Money

Episode 4 – It’s All About the Money


Money and profits – not bad words
CX is now recognized as the tipping point

in 2014, 89% of companies planned to use CX as their primary competition platform by 2016. It’s 2018 now… that means that 89% of companies are aware

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