Show Info: Welcome to Face Forward, the Inspiring Change Podcast. I wanted to create a platform through which I could talk to leaders about their views on internal communications, employee engagement, change and the role of leaders. And I wanted to be able to share that with others who may be interested in hearing those views - so Face Forward was born. Please listen, like, share and comment - it'll really help to get the word out there.
1.45 – Michael’s career, GE, Harley-Davison and FAO Schwartz – 2.16 – Dialogue and the evolution into customer experience (CX) – 3.50 – 2017 results and what differentiates top from bottom – 7.10 – The role of leaders in building CX culture (the CEO is key!) – 8.20 – ‘The customer is #1’ – a disconnect in organisations – 9.40 – Biggest blocker to excellent CX is politics – 12.40 - Geoff Bezos and the ‘customer’ chair in the boardroom – 13.30 – Richard Branson’s ‘staff first, not customer’ – 19.10 - Really great companies hire people who give a damn! – 20.14 – Zappos Culture School – 20.30 – The impact of poor customer experience – 22.55 – Customer experience vs customer service – 24.50 – Customer expectation dictates customer experience – 25.55 – High expectations of a consistent CX – 27.10 – Involving your people is central to CX culture – 29.57 – The impact of emotion – 32.30 – Leading with respect and being brave. For more see www.thecxcomany.com
