Episode 51 – CX Expert Annette Franz Shares Her Insights on Journey Mapping and Success with CX

Episode 51 Shownotes… On this episode, we are joined by Annette Franz. Annette Franz is the founder and CEO of … Read MoreEpisode 51 – CX Expert Annette Franz Shares Her Insights on Journey Mapping and Success with CX

Episode 49 – The Impact of a Chief Customer Officer or Director of Customer Experience

Shownotes… Are You Considering Hiring a Chief Customer Officer or Director of Customer Experience? Ask your leadership team if it … Read MoreEpisode 49 – The Impact of a Chief Customer Officer or Director of Customer Experience

Episode 44 – What You GET From Your Customer Experience Focus – Different ROIs

Customer Experience deliverables separate from traditional ROI  Clarity and alignment of your desired Culture and Core Values  A unified front … Read MoreEpisode 44 – What You GET From Your Customer Experience Focus – Different ROIs

Episode 43 – The Most Important Customer Experience KPIs

The most important Customer Experience KPIs – Shownotes… Define the Key Performance Indicators (KPIs) to measure your Customer Experience success… … Read MoreEpisode 43 – The Most Important Customer Experience KPIs

Business Leaders Increase Success When Customer Experience is Clearly Defined and Understood

In a recent podcast, I discuss how CEO’s, C-Suite and Leadership Teams seem to understand the high-level vision of CX, … Read MoreBusiness Leaders Increase Success When Customer Experience is Clearly Defined and Understood

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 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 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 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

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

Business Leaders – Walk a Day in the Shoes of Your Staff Increases Engagement

CEX Leadership Tip – Walk a day in the shoes of your frontline staff. So many leaders fight this, but … Read MoreBusiness Leaders – Walk a Day in the Shoes of Your Staff Increases Engagement

Listening to Customers Tells You Everything You Need to Know…

Listening. We all know how to do it… but few know how to do it well… and it could be … Read MoreListening to Customers Tells You Everything You Need to Know…

How Bad Customer Service Slashes Your Sales and What to Do About It

Bad customer service – we’ve all experienced it. The receptionist that seems impatient with us on the phone. The server … Read MoreHow Bad Customer Service Slashes Your Sales and What to Do About It

Good Business Is About Showing Customers the LOVE Through Good Customer Service

The secret sauce to getting more customers and making more money? Show Your Customers The LOVE! It doesn’t get any … Read MoreGood Business Is About Showing Customers the LOVE Through Good Customer Service