Bob Roark shares his wisdom around Collaborating for Success (in the IT/CX Space), discussing:•Where things currently stand, and how we got here.•His definition of true communication, and how to best communicate with our customers- as well as within our organizations.•His top 3 pieces of advice for meeting- and exceeding- customer expectations.•The goals he'd suggest we keep at the forefront when it comes to collaborating for success in 2020.He then finishes up by sharing his opinion of/experiences with Vail Resorts.
Murphy Fraser shares her wisdom around the Comeback of a more personalized approach in the CX space, discussing:Why it matters, and why it's coming back NOW.How we go about delivering operationalized personalization.Some of the best ways she's found to promote alignment around a personalized CX approach.What value personalization brings to CX on a whole.(And more.)She then shares her opinion of/experiences with Delta.
Stacy Sherman talks about the importance of the onboarding experience What are the top 1-3 moments of the onboarding experience with the customer and the employee?How can businesses ensure a smooth onboarding experience?What are the biggest challenges to watch for?What are some areas brands can leverage to educate their teams around onboarding?Stacy then finishes off by tellings us about her experiences with Apple and Trader Joes.
Braeden Daly from CloudCherry and a recent CCXP certified talks about his journey in the CX space how the CCXP has helped him leverage his core skill sets.Journey to getting CCXP Certified, and WHY it was important for you to receive the Certification.How has the CCXP Certification helped you create a CX mindset within the organization?What are some challenges you had with this, and how did you overcome them?Finally, Braeden ends by telling us his story of the brand Back Country and the attention to detail they deliver in their customer interactions.
Mike Miller talks about challenges that are top of mind to CX professionals. He talks through the day-to-day with direct communication with customers.- What would you say are the most pivotal responsibilities you have, as a Customer Success Manager? / Where is most of your focus placed on a daily basis?- Can you give us perhaps the top 3 Customer Challenges that you've run across, and what specific solutions have you found to be the most helpful?- How do you personally go about gaining and retaining Customer Trust/ What do you find to be most helpful with this in your daily interactions?- What's a Business/brand that has wowed you with their exceptional CX?Lastly, he discusses Coldplay as the brand that wows him. Creating an experience that is unforgettable.
Sarah Meyerdirk from Promomash gives us a first-hand look at accountability within an organization to create great experiences. She brings to light the everyday mentality of customers first.- What's your secret sauce to winning over customers?- What challenges are the toughest you've overcome to get to this point so far?- What few things drive the biggest success in your CX journey as an org?- What was the biggest surprise with the CX champion contest? What did you love and what do you wish was different? She finishes by telling us about why Samsung gets it right with CX during the switch of the ever-important mobile device
Janet at Clearview Federal Credit Union gives her first-take account on how Clearview is doing CX/MX the right way.Her day-to-day and what it's likeChallenges they've faced and overcomeImportance of aligning the orgUnique touchpoints with the member experience to make it valuableWhat the CX champion contest meant to themAnd her experiences with many local brands including Chick-Fil-A
Jenny talks us through how to create an employee-first culture.Where do you start?How do you change the culture?Who should be involved?How does wellness play a role in the culture shift?Jenny then tells us about an experience she had at a local Costco with a small brand distributing some yummy goods.
Jeanne Bliss gives real instances of businesses that run into org alignment as a gap. She talks through a framework to address it, how to approach it and why if your org is not ready, then it's not ready. She finishes by telling us experience with Virgin Hotels and her amazing experience with themWhere do people start?How do you keep the project alive and engaging?What are some gaps people should avoid?How do people on the frontlines feel empowered to drive top-down alignment?
Nate gives us candid reality checks with implementing CX software and that patience is not needed but required. He talks about the importance of getting alignment within an organization and empowering people to make decisions.What is item 1 and 2 on the priority list if you plan to implement CX software?How can you avoid some of the challenges people face?Who should be involved in the process and how involved should they be?Nate then finishes by telling us a great story about Jersey Mikes fulfilling the experience across locations.
Kaye Chapman from Comm100 gives us an overview of utilizing chat. We see first hand how chat can make a huge impact to businesses. We finally here Kaye tell us a great experience with a Comm100 customer through chat.Why should people use chat?How do businesses structure a team to handle chat support?What are some unique ways people can use chat/bots in their journey?What is the best way to get started if you aren’t using chat?What are the most common mistakes people run into with chat?
Jeannie gives us great use cases on why focusing on retention should matter, why brands should focus on creating fans that turn into revenue streams. We talk about journeys and giving value to get value. She finishes the episode by talking about a company that specializes in sports apparel and how they create fans of their customers.Where do we start to prevent retention?What unique ways have you seen companies handle bad experiences to prevent churn?What are the top 2 areas that people run into?Is there a formula that creates retention, how can businesses avoid it?
Annette talks through employee experience and how it has a direct tie-in to customer experienceWhere do people start with employee experience and how do you define it?How are employers hurting themselves before employment with potential employees?What's the "soft stuff" and "hard stuff"?How can technology hinder the employee experience?She then tells us about her great experience with Amazon and the convenience of how it's helped her save time. The fun part about us calling the podcast the "Sweets of CX"
Eric Ullman from CX Alchemy gives a unique take on who owns the brand voice and how the CX team at an organization often has to fulfill that brand. Eric also gives a fantastic experience he had with Porsche.Who in an organization own’s the Brand voice? (This can stir us to have a dialogue on Marketing to a CS/CX teamHow does a brand keep its promise and how does a brand define a promise with its audience?How does that promise feed into customer experience?How does CX keep that promise?
Matt Dixon from Tethr joins us to talk about how technology has helped create customer experience at different levels, how its changing our world and interactions.What's the effortless experience and the research behind it?How has technology changed the way we do customer service?What are some up and coming technologies that will impact customer service?Matt finishes by telling us the story of Verizon Wireless helping him solve a home network problem.
Jeff gives us not only his framework to building a good CX vision but he tells us where to find a real template. Jeff gives us the challenges people face when doing this type of initiative. He ends by telling us a great story of his fandom of REI and how they win him over.What exactly is CX vision?How can business define the who (customers), what (what you do for them), and how (how do we want them to feel) of the CX vision?What defines a great vision?Where can people find something to help them build this? (tell them to go to the link you provided me below, and we can include that in the blog write up we do).What gaps to people face when creating a good CX vision?
Shep talks about his book the convenience revolution and the amazing brands out there that are doing it right. We talk about Org alignment, deeper Journey Mapping, and brands that get it right. Brands such as Uber, Amazon, Grocery Stores, and more. He tells his amazing story of a cab driver that turned CX into a revenue generator with a simple gesture.Key Questions:Tell us what the convenience revolution is and why it should matter to us?You give examples in the book about Amazon and how they have created this convenience revolution. What are some other brands that you think do it right?How do businesses learn to adapt to change with the expectations of consumers rising?What's the one piece of tangible advice you'd give to leaders trying to build a CX strategy?