What I Know: Customer Experience is Floundering
The Chief Customer Officer Human Duct Tape Show
Release Date: 07/14/2022
Prioritize Customer Dignity, Listen to First-hand Accounts, and Turn One-time Customers into Loyal Regulars
The Chief Customer Officer Human Duct Tape Show
Today’s compilation features excerpts from two interviews: , and . 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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How to Measure the Extraordinary in an Experience-driven Economy
The Chief Customer Officer Human Duct Tape Show
I had the pleasure of speaking with neuroscientist, professor, speaker, author, and cofounder of , . Give this episode a listen for invaluable wisdom on deepening your customer connections, generating long-term customer value, optimizing employee performance through immersive training, and much, much more.
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Customer-centric Companies Are Employee-centric
The Chief Customer Officer Human Duct Tape Show
As we head into the new year, I ask that you revisit this podcast episode, where you’ll find many more valuable gems from my friend, Curtis Kopf. Your business—and your customers—will thank you. In my conversation with , the Chief Experience Officer at , we discuss thought processes and strategies that go into navigating successful CX transformations. Curtis is a seasoned leader and CX practitioner who’s worked across a few different industries during his career. He has spent time at Amazon in the early 2000s, Microsoft, Alaska Airlines, and Premera Blue Cross. Curtis definitely knows...
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What I Know: Shared Memories Build Bonds
The Chief Customer Officer Human Duct Tape Show
As you’re developing what you develop your products, your services, know that—in your communication, you have a wonderful opportunity to rise above—to show who you are as people in how you communicate shared memories.
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First Things First: Get the Fundamental Customer Experience Right
The Chief Customer Officer Human Duct Tape Show
In this conversation with Matt Baer—Chief Digital and Customer Officer at the longstanding, iconic retailer Macy’s—shares key insights on the importance of getting the fundamental customer experience right before anything else.
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How Can You Improve Employee Experience Within a HealthCare Nonprofit?
The Chief Customer Officer Human Duct Tape Show
In this conversation with , Chief Executive Officer at , Cassandra shares some high-level insights regarding the employee experience transformation at Sharp HealthCare and the ways in which this multilayered process impacted business operations and patient experience.
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What I Know: Lead for Admirable Growth
The Chief Customer Officer Human Duct Tape Show
How are you taking steps to deliver what you do? Are you willing to step outside the bounds of what everybody else does? And take an ADMIRABLE action in how you do it?
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Are You Improving Employee and Customer Experience Simultaneously?
The Chief Customer Officer Human Duct Tape Show
Lynda Firey-Oldroyd, CCO of Topgolf speaks on previous career successes at blue chip companies and details the importance of employee and customer experience at TopGolf.
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What I Know: “One Version of the Truth" is Critical
The Chief Customer Officer Human Duct Tape Show
In order to move from where you are, you need to all agree on where you’ve begun. “One version of the truth" is critical. In this episode, I share an exercise you can do with your team to start the process of understanding your organization’s experience reliability.
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A CCO's Role Goes Beyond Customer Experience to Change Management
The Chief Customer Officer Human Duct Tape Show
In this conversation with , the CCO at , who has been with the organization for over 30 years, we discuss how digitizing the sales operations has impacted this B2B business in the post-pandemic world. Those of you in the B2B industry will enjoy this chat, especially if you’ve been in a legacy industry that had to adjust to the digital-first world.
info_outlineWhat I know is that customer experience is floundering. We are focusing on the mechanics instead of the meaning of the work. At the end of the day, customer experience is about leading. It’s about leadership. It’s about finding a way to guide your people and your organization to rise to show up as a different kind of company in the marketplace. Customer experience does not belong in a silo.