Podcast Episodes
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Subscribe to an Amazing Customer Experience Featuring Robbie Kellman Baxter
Top Takeaways:
- Companies can find success by identifying a specific problem and then solving it for their customers forever, turning it into a …
6 years, 1 month ago
Closing the Empathy Gap in CX Featuring Andy MacMillan
Top Takeaways:
- Many companies will do “functional testing” to make sure their products work, but leave out “user testing” to ensure that their …
6 years, 1 month ago
The Golden Rule in Customer Service Featuring Chuck Surack
Top Takeaways:
- Good customer service and experience is a competitive advantage; it sets your company apart from competitors.
- Empower your…
6 years, 2 months ago
Creating a Diverse and Inclusive Customer Experience Featuring Lenora Billings-Harris
Top Takeaways:
- Many people assume (wrongly) that diversity is about equal employment opportunity and affirmative action, which are actually gov…
6 years, 2 months ago
Tools of Amazing Customer Experience Featuring Ramon Ray
Top Takeaways:
- Big companies often have more resources and can implement disciplined strategies, whereas small companies are nimbler and are of…
6 years, 2 months ago
The Secret to Success is Good Customer Service Featuring Patricia Fripp
Top Takeaways:
- Money should not be your main career goal. You will achieve more success if you instead focus on becoming someone that people wa…
6 years, 2 months ago
The Customer Experience is the Product Featuring David Priemer
Top Takeaways:
- The product or service you sell isn’t actually your product—the experience you provide your customers and clients is your produc…
6 years, 3 months ago
The Future of Customer Feedback Featuring Martha Brooke
Top Takeaways:
- In unprecedented, chaotic and uncertain times, customer interactions are more valuable. Treat your customers with respect and di…
6 years, 3 months ago
Facial Coding in the Customer Experience Featuring Dan Hill
Top Takeaways:
- Facial coding is not facial recognition, but rather how emotions are displayed on the face.
- Facial coding is universal, s…
6 years, 3 months ago
Culture Design in the Customer Experience Featuring Jason Korman
Top Takeaways:
- Culture and culture design are management systems. You must embed the right cultural norms into your organization in order to in…
6 years, 3 months ago