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The Customer Experience Podcast for Business Leaders
34 minutes | Oct 22, 2019
070 - Discussion with Lynn Hunsaker to Involve All Teams in CX
Lynn Hunsaker shares specific tactics and ways to encourage involvement and cross departmental collaboration in CX specifically targeted to non-customer facing staff.
33 minutes | Oct 15, 2019
069 - Conversation with Sarah Toms
Listen in on my conversation with Sarah Toms - cofounder of Wharton Interactive- as we discuss the most common mistakes businesses make when they try to shift to a customer-centric strategy and how to avoid them.
21 minutes | Oct 8, 2019
068 - Data Benefits CX Only If It's Used
Most companies are good at collecting and gathering data from their customers and internally through their processes. But most companies don't use it to make improvements and are missing out. This episode shares how to use data to improve customer engagement and retention.
31 minutes | Oct 1, 2019
067 - Crafting a CX Strategy to Success
This episode takes you through the steps needed to understand what must happen to keep your customers loyal and what must not happen to reduce employee churn.
14 minutes | Sep 24, 2019
066 - A Focus on Helpfulness
Customer obsession and customer centricity always go back to the foundation of human connection. This episode shares how to connect with your customers in one of the ways they value most.
32 minutes | Sep 10, 2019
065 - Remember the Customer in Your CX Work
Despite the best of intentions, the customer is typically the one thing NOT considered at the center of most business and operational decisions. This episode explains how this happens and gives strategies designed to deliver exactly what your customers are craving and willing to pay you more for.
38 minutes | Sep 3, 2019
064 - Discussing Culture with Jeff Toister
Listen in this week as I have a conversation with Customer Service expert Jeff Toister. He shares his 3 fundamentals in establishing a culture geared toward a customer focus.
31 minutes | Aug 27, 2019
063 - Preventing Customer Churn and Winning Back Lost Customers
Do you know how many customers you lost this year? Do you know why they left? How much money has it cost your company? These questions and strategies to win back lost customers and prevent customer churn BEFORE it happens are shared.
30 minutes | Aug 21, 2019
062 - Treat Your CSRs Like Royalty
Self help services are on the rise and more customers are using them than ever before. But when they need to call in for support or help, they are often frustrated and unleash their wrath on your CSRs. This episode shares how to support your CSR team to better help your customers, your company, and themselves.
19 minutes | Aug 6, 2019
061 - Humanizing CX Internally
Sharing CX progress is one thing... Sharing CX through the words and images of your customers is even better. This episode details how leadership and staff become more engaged through the words and voices of your customers.
47 minutes | Jul 23, 2019
060 - Interview with CX Expert Shep Hyken
Shep Hyken shares his insights on the six ways that companies can stand out from everyone else. He also explains why most companies aren't seeing the results they hoped for and how to fix it.
29 minutes | Jul 16, 2019
059 - The CX Benefits of a Culture Book
Culture books aren't just for showing how great your company is. This episode shares how a culture book engages everyone at all levels and can even turn around a negative culture.
28 minutes | Jul 9, 2019
058 - FFoundation Bricks of CX
To have a successful CX strategy, you need to have a strong foundation on which to build it. This episode summaries the foundational bricks necessary to increase the success of your CX efforts both internally and externally.
37 minutes | Jun 25, 2019
057 - Thomas Hollmann Discusses CX Services Growth
Thomas Hollmann from the WP Carey School of Business at ASU discusses Services Growth as it relates to CX. He shares insights to help shift the company focus from selling products to building relationships and providing solutions customers value.
54 minutes | Jun 18, 2019
056 - Expert Shaun Belding Shares CX Insights
CX Expert Shaun Belding shares his insights on why CX is becoming the differentiator in business success.
10 minutes | Jun 11, 2019
055 - An Opposite Silo Perspective to Enhance CX
Reaching across the boardroom table for solutions is one of the most effective ways to enhance the Customer Experience and to solve for solutions.
17 minutes | Jun 4, 2019
054 - Should Employee Experience Trump Everything Esle?
We discuss one particular company's success in CX they attribute to their focus on the EX and don't pull any punches about it. Listen to the phenomenal growth they've experienced.
27 minutes | May 28, 2019
053 - Customer Value Beyond the $$
Customer value goes far beyond the money they bring into your company. They also bring data, stories, buying patterns, and indicators. This episode explains how each of those are crucial to CX.
30 minutes | May 21, 2019
052 - Loren Becker from Zappos Discusses the Importance of Culture.
This throwback interview from 2009 is just as relevant today as it was then. Loren Becker from Zappos shares the importance of company culture and it's impact on business decisions and operations.
34 minutes | May 14, 2019
051 - CX Expert Annette Franz Shares Her Insights on Journey Mapping and Success for CX
CX expert Annette Franz shares why journey mapping is important, the things that companies forget to focus on, and the secrets to success with your CX efforts.
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