Episode 27 – Does Your Culture Empower Great Customer Experiences?

Shownotes #27… Does Your Culture Enable and Empower the CX?  Culture – it’s simply the way things are done within … Read MoreEpisode 27 – Does Your Culture Empower Great Customer Experiences?

Episode 26 – Start with the Customer Experience End in Mind

Shownotes… Start Where You Are and With the End in Mind. That is my response when people ask me how … Read MoreEpisode 26 – Start with the Customer Experience End in Mind

Episode 25 – Customer Experience Needs a Seat at the Table

Shownotes… Customer Experience is not just another thing to do. CX is the reason WHY we do the work we … Read MoreEpisode 25 – Customer Experience Needs a Seat at the Table

Episode 24 – Lack of Momentum Stalls Customer Experience Focus and Results

Shownotes… Lack of Momentum. We all know that not moving forward stalls results and focus. So why do we let … Read MoreEpisode 24 – Lack of Momentum Stalls Customer Experience Focus and Results

Episode 023 – The Difference Between Customer Success and Customer Experience

Shownotes… I am going to be delivering a webinar later this week for a partner and our initial conversations were … Read MoreEpisode 023 – The Difference Between Customer Success and Customer Experience

Episode 020 – Get Customer Feedback & Insights with Focus Groups

Shownotes… Listening to customers is the goal Data drives a lot of CX work Conversations give you the reasons BEHIND … Read MoreEpisode 020 – Get Customer Feedback & Insights with Focus Groups

Episode – 019 Tips for Customer Service Week 2018

Tips on How to Celebrate Customer Service Week 2018 Customer Service Week spans October 1 through 5 this year. Customer … Read MoreEpisode – 019 Tips for Customer Service Week 2018

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

Episode 003 – Integrating Your Core Values Into the Customer Experience

Shownotes… Core Values Build the Company Culture into the Customer Experience Core values serve as the guiding light for how … Read MoreEpisode 003 – Integrating Your Core Values Into the Customer Experience

Episode 002 – The Impact of Your Corporate Culture on the Customer Experience

Shownotes… In this episode, we talk about the CULTURE of your company and how it impacts and drives the CX. … Read MoreEpisode 002 – The Impact of Your Corporate Culture on the Customer Experience