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CX Confessions: The Customer Experience Show
30 minutes | Jun 22, 2021
The Godfather of CX: A Look at Metrics and Loyalty with Don Peppers
Customer experience is reshaping how marketing is taking place. It can no longer be just about how great the product is; the customer needs to be treated equally important. Don Peppers, Customer Experience Authority, Author and Speaker, joins the show to discuss the customer experience. What we talked about: The Transformation from Product-Centric to Customer-Centric Reconciling Future Benefits for Current Costs Customer Surveys and Where They Go Wrong Removing Sources of Friction in the Customer Experience Alignment Metrics for Loyalty
34 minutes | Jun 8, 2021
How CX Feeds The Growth Of Passion Brands w/ Erin Lowenberg
Erin Lowenberg, SVP Merchandising and Product at Rothy's, didn’t need to invest heavily in market research to drive business growth. Why? Because she listened to her customers In the latest episode of CX Confessions, we speak about the smart ways to build upon feedback: - Scaling the Rothy’s community and managing the gulp rate - Overcoming excessive and unsustainable manufacturing operations - Rothy’s risk to reward formula: then, now and what’s next. - CX inclusivity Itching for more CX goodness? You can find this interview, and many more, by subscribing to CX Confessions on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for CX Confessions in your favorite podcast player.
26 minutes | May 8, 2021
The Leading Lady: Phenomenal CX Through Personification
How do you talk about your customers when they’re not around? Well, if you want to deliver phenomenal experiences, act like they’re in the room. That’s how Patrick Herning is providing incredible CX as Founder and CEO of 11 Honoré, the fashion brand offering high-end designer options to a plus-sized segment who have never been offered it before. In this episode, we discuss: - Why it’s OK to be polarizing - Why you should speak about your customer as though they’re in the room - Why criticism and praise should both be taken with a grain of salt Itching for more CX goodness? You can find this interview, and many more, by subscribing to CX Confessions on Apple Podcasts or Spotify. Listening on a desktop & can’t see the links? Just search for CX Confessions in your favorite podcast player.
7 minutes | May 8, 2021
Introducing CX Confessions: A Podcast for All Things CX
When you’re lucky enough to work with over 2,000 of the world’s most successful companies and you get to hear their stories every day, you learn the good, bad, and ugly of how they deliver amazing experiences. At Khoros, we have just such luck — and we want to share the wealth. That’s why we’re launching CX Confession, a podcast we hope will be a masterclass in providing amazing customer experiences and building lasting customer relationships. In this trailer episode, Katherine Post Calvert, Chief Marketing Officer, and Spike Jones, General Manager, Strategic Services, introduce the podcast and give a sneak peek at the awesome CX insights you should expect from the show. Itching for more CX goodness? You can find this interview, and many more, by subscribing to CX Confessions on Apple Podcasts and on Spotify. Listening on a desktop & can’t see the links? Just search for CX Confessions in your favorite podcast player.
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