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Prioritize Customer Dignity, Listen to First-hand Accounts, and Turn One-time Customers into Loyal Regulars

Prioritize Customer Dignity, Listen to First-hand Accounts, and Turn One-time Customers into Loyal Regulars

Update: 2023-02-24

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Today’s compilation features excerpts from two interviews: Christopher McShane, SVP of customer experience at Serta Simmons Bedding, and Jon Picoult, founder of Watermark Consulting. Both my guests speak on the importance of establishing an internal system to improve employee and customer experience. These are two great conversations which dig deeply into the processes and cultural considerations needed to truly change your organization's approach to driving experiences worth having. Enjoy!

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Enhance Customer Experience Through Employee Engagement and Culture Development

Enhance Customer Experience Through Employee Engagement and Culture Development

2022-03-1144:23

Prioritize Customer Dignity, Listen to First-hand Accounts, and Turn One-time Customers into Loyal Regulars

Prioritize Customer Dignity, Listen to First-hand Accounts, and Turn One-time Customers into Loyal Regulars

2023-02-2401:23:32

How to Measure the Extraordinary in an Experience-driven Economy

How to Measure the Extraordinary in an Experience-driven Economy

2023-02-0644:34

Customer-centric Companies Are Employee-centric

Customer-centric Companies Are Employee-centric

2022-12-2944:59

First Things First: Get the Fundamental Customer Experience Right

First Things First: Get the Fundamental Customer Experience Right

2022-12-0250:15

How Can You Improve Employee Experience Within a HealthCare Nonprofit?

How Can You Improve Employee Experience Within a HealthCare Nonprofit?

2022-10-2152:18

Are You Improving Employee and Customer Experience Simultaneously?

Are You Improving Employee and Customer Experience Simultaneously?

2022-09-2342:59

What I Know: “One Version of the Truth" is Critical

What I Know: “One Version of the Truth" is Critical

2022-09-0908:51

A CCO's Role Goes Beyond Customer Experience to Change Management

A CCO's Role Goes Beyond Customer Experience to Change Management

2022-08-2630:32

What I Know: You MUST Do the Customer Math

What I Know: You MUST Do the Customer Math

2022-08-1810:17

What I Know: Dance With the Power Core

What I Know: Dance With the Power Core

2022-08-0804:37

Develop a 90-Day Plan for Your Customer Experience Transformation

Develop a 90-Day Plan for Your Customer Experience Transformation

2022-07-1838:55

What I Know: Customer Experience is Floundering

What I Know: Customer Experience is Floundering

2022-07-1405:22

What I Know: Everybody Needs a Little Pixie Dust

What I Know: Everybody Needs a Little Pixie Dust

2022-07-0804:25

What I Know: GOAL Map, Not Journey Map Pt. 1

What I Know: GOAL Map, Not Journey Map Pt. 1

2022-06-2706:02

What I Know: Principles Must Be Lived

What I Know: Principles Must Be Lived

2022-06-2211:03

Use Technology and Empathy to Improve Customer Experience

Use Technology and Empathy to Improve Customer Experience

2022-06-1749:09

4 Tips for Thinking Through Your Big-Picture CX Strategy

4 Tips for Thinking Through Your Big-Picture CX Strategy

2022-05-2045:02

Assess Your Customer Experience Consistency and Stay Inspired in Your Work

Assess Your Customer Experience Consistency and Stay Inspired in Your Work

2022-04-2248:25

Enhancing CX Initiatives Within a Bureaucracy? Learn How to Leverage Opportunities

Enhancing CX Initiatives Within a Bureaucracy? Learn How to Leverage Opportunities

2022-03-2554:47

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Prioritize Customer Dignity, Listen to First-hand Accounts, and Turn One-time Customers into Loyal Regulars

Prioritize Customer Dignity, Listen to First-hand Accounts, and Turn One-time Customers into Loyal Regulars

Jeanne Bliss