Episode 011 – Using Empathy to Build HUMAN CX Relationships

Shownotes… Unless we understand empathy, it’s expression will always seem as “a mask” and not genuine. Lifeless, automated, and robotic … Read MoreEpisode 011 – Using Empathy to Build HUMAN CX Relationships

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 … Read MoreEpisode 010 – The Last Impression of CX Counts More Than You Realize

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 … Read MoreAn Effective Customer Journey Map is a Crucial Part of Managing the Customer Experience

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 … Read MoreEpisode 008 – Creating an Effective Customer Journey Map

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 … Read MoreEpisode 007 – CX Depends on Hiring Right

In Customer Experience – It’s the Customer’s Perspective that Counts, Not Yours

Customer Perspective is really the only thing that matters in Customer Experience (CX) work. I know this seems a bit … Read MoreIn Customer Experience – It’s the Customer’s Perspective that Counts, Not Yours

Episode 005 – CX From the Customer Perspective

Shownotes… Customer Perspective is really the only thing that matters in any Customer Experience work. I know that you are … Read MoreEpisode 005 – CX From the Customer Perspective