Chances are, if you're a regular listener to this show, you at the very least have a healthy respect for customer experience and the value it brings to your organization. But there are a few brands out there that have a following like none other brands like Apple, Costco, Trader Joe's, Chick-fil-A, and, one of our host's personal favorites: Chewy, the online pet supply retailer. These companies are obsessed with customer experience, but what does that mean? And how can you get your company to adopt that mindset? Host Pat Gibbons welcome Marbue Brown, founder of The Customer Obsession Advantage and author of “Blueprint for Customer Obsession,” for a discussion on his new book and why companies need to engage personally, deliver exceptionally, and connect emotionally to their customers.
Episodes tagged “author”
Today’s technology allows for peer-driven collaboration on an unprecedented level. People from across the globe can create knowledge resources on Wikipedia, or develop software on GitHub and share it with the world. There are even ways to create art and music collaboratively online. So it only makes sense that a group of CX pros decided that the customer experience profession needed some sort of playbook that “documents CX terms, tactics, and approaches based on the CXPA CX Framework." Host Steve Walker welcomes Heather Gillbanks, CCXP and Director and Customer Experience & Customer Center of Excellence Lead at Cornerstone Building Brands, for a discussion on how she lead the effort to create this resources for CX pros.
Customer experience includes many aspects of how we interact with our customers. One common aspect is the hospitality we afford to them. Some companies will have more opportunities to demonstrate hospitality than others – like hotels, restaurants, theaters, etc. So how can other companies take cues from these markets by putting a “yes” mentality in their customer interactions? Host Steve Walker welcomes Christine Trippi, an award-winning hospitality leader and the author of “Yes is the Answer: How Positivity, Passion, and Pineapples will transform your leadership and your life,” for a discussion on creating a "yes" mindset in your customer experience efforts.
Is your customer loyal to your company, or to your prices? One of the best practices for any company is to create a culture that grows customer loyalty beyond aspects such as price or location. Host Steve Walker welcomes back award-winning keynote speaker, author, and CX expert Shep Hyken, for a discussion about his new book, "I’ll Be Back: How to get Customers to Come Back Again and Again.”
As the CX industry continues to evolve, we learn more about the importance of a holistic experience across several aspects of the company – the new “experience management”, or “XM”, model. An important piece of XM is the relationship of how the employee experience drives the customer experience. Host Steve Walker welcomes guest Shane Green, a keynote speaker, consultant, television personality, and author of “Culture Hacker: Reprogramming Your Employee Experience to Improve Customer Service, Retention, and Performance” for a discussion on how the employee experience affect the customer experience.
On the 100th episode of The CX Leader Podcast, host Steve Walker interviews his friend and mentor Dwaine Canova, CEO of Zynity, a company that provides online tools for organizational Leaders. Dwaine discusses his new book, "Elite Executive Teams," and how executive leadership should be the driving force in making customer experience a priority in your company.
It's easy for companies to look at data and make assumptions about their customers’ needs, but truly placing the customer central to your business means considering them in all business decisions. Host Steve Walker welcomes back to the podcast the founder and CEO of CX Journey Annette Franz to discuss her new book "Customer Understanding: Three Ways to Put the 'Customer' in Customer Experience (and at the Heart of Your Business).”
Guest host Pat Gibbons interviews author Ali Cudby about her new book "Keep Your Customers," which discuss how companies can create loyal customers and slow customer turnover.
It's not easy moving toward a customer-centric mindset, and Steve's guest is concerned that companies too often forget the customer heterogeneity - the differences between their customers. Peter Fader, professor of marketing at The Wharton School of the University of Pennsylvania and co-author of “The Customer Centricity Playbook,” discusses common mistakes and misperception in becoming “customer centric.”
Creating a meaningful journey map can be a lengthy and expensive process and it's tempting to cut corners. Steve's guest Jim Tincher, founder and mapper-in-chief of Heart of the Customer and co-author of "How Hard is it to Be Your Customer", explains why hastily created journey maps can give you a false picture of your customers.