According to a Bain Consulting study, 80% of CEO’s believe their companies deliver a superior customer experience but only 8% of their customers agree. I talk to guests with a wide range of expertise, who share meaningful insights and wisdom to help you close that gap. We give you practical tips, proven frameworks, and share ways to help you delight YOUR customers.
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#77: Joe Pine: The Origin of "Customer Experience," The Experience Economy, and What's Next
49:49
49:49
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49:49
Joe Pine is on my Mount Rushmore of Customer Experience. He shares the exact moment, quite by accident, that the concept of "experience" as the next economy after the service economy was hatched. In 2020 Mr. Pine and his partner James H. Gilmore re-released in hardcover The Experience Economy: Competing for Customer Time, Attention, and Money featu…
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#76: Pink Zebra Moving: Differentiating on CX for Explosive Growth with CEO, Ron Holt
51:09
51:09
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51:09
Pink Zebra Moving: Differentiating on CX for Explosive Growth with CEO, Ron Holt I can’t think of a better illustration of how to prove the ROI of Customer Experience. Ron Holt sees opportunities in bad customer experiences. In fact, he built a successful home cleaning based on disrupting a legacy industry by differentiating the experience his cust…
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#75: What’s the Pioneering Edge for Today’s CX Leaders according to the NPS Creator
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49:08
What’s the Pioneering Edge for Today’s CX Leaders according to NPS Creator, Fred Reichheld? There’s so much to unpack in this episode: Fred shares about a personal vulnerability What’s the right way to listen to customers? What is the huge mistake companies make relative to referrals? How do you know if you’ve won or lost? What is financial capital…
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#74: Closing the Gap Between Brand Promise and Customer Experience with Nick Zeisler
32:42
32:42
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32:42
Someone once said Marketing creates the brand promise and CX delivers it. But too often there's a gap between the two that's eroding customer loyalty and business performance. Nick Zeisler is a Lean Six Sigma expert and Professor of Practice in Michigan State University's Customer Experience Management Masters of Science program. In this episode Ni…
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Bruce Temkin's Blueprint for Fostering Trust in CX and Beyond
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46:27
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46:27
This episode features someone who has been at the forefront of the customer experience movement, tirelessly leading the charge in understanding how trust shapes our interactions: CX luminary Bruce Temkin. Bruce co-founded the Customer Experience Professionals Association and broke the news on this episode, that he will be transitioning as Head of t…
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The Crossroads of CX and UX: A Conversation with Darren Hood
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39:16
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39:16
Every customer experience leader should know the basics of UX and how it fits into the overall CX landscape. In this episode, I talk with UX expert Darren Hood, who has 28+ years of human-computer interaction, information architecture, and usability experience. He's a faculty member in the Masters of Science in Customer Experience Management at Mic…
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The Contagious Enthusiasm and Customer Intimacy Quadrant with Mary Poppen
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40:18
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40:18
Employee experience and customer experience outcomes are inextricably linked. That data (going back to the Service Profit Chain) provides evidence of that correlation. But there's a lot of confusion about the difference between employee experience and employee engagement and the impact that each has on CX. Employee Engagement is too often overlooke…
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The 4 Keys to Leading CX Change with Patty Soltis, CCXP
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35:36
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35:36
Listen for some insights that provide a fresh perspective on how to overcome the challenges CX leaders face. We uncovered why being a trusted guide is more impactful than a heroic leader and how to prove your value through a winning CX roadmap. My guest, Patty Soltis, shared priceless insights on gaining influence, and I revealed my own journey of …
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5 Tips to Improve Emotional Intelligence for Better CX with Sandra Thompson
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50:00
How would you rate your emotional intelligence? It turns out that the core of any successful customer experience initiative is deeply intertwined with the capacity and willingness of employees to communicate effectively. Emotional intelligence is a fundamental skill when it comes to communication. Sandra Thompson is an EI expert and ranks as a top …
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Leveraging Customer Referrals to Drive Exponential Growth with Andy Cockburn
45:19
45:19
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45:19
How could you leverage AI to earn growth from customer referrals? Andy Cockburn, CEO of Mention Me, took his knowledge and experience of working with Bain and with Fred Reichheld during the infancy phase of NPS's launch to create an AI tool that does just that. The Earned Growth Model, advocated by Reichheld in Winning on Purpose, posits a very spe…
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The Power of Storytelling with Data with Leslie Pagel
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45:30
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45:30
Imagine a world where AI not only understands but acts on unsolicited customer and employee conversations, tapping into a treasure trove of data — from contact center chats to doctor's scribbles. Leslie Pagel is a CX thought leader who led organizations across industries in CX strategy during her 20 plus years at Walker. Now she's helping healthcar…
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Rob Markey on Building Consistent Loyalty Through Trust and Emotional Connection, Part 2 of 2
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15:58
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15:58
What are some of the most common mistakes that leaders make when it comes to customer loyalty? Join customer and employee loyalty expert, NPS co-inventor, co-author of The Ultimate Question 2.0, and world renown CX thought leader, Rob Markey in Part 2 of our conversation on value, loyalty, and loyalty programs. In this episode: - Common loyalty pit…
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The 3 Dimensions of Customer Value Creation with NPS Co-Inventor, Rob Markey, Part 1 of 2
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38:37
The Three Dimensions of Customer Value Creation Rob Markey ought to know a thing or two about customer loyalty. Rob was a CX expert and thought leader at Bain long before he and his colleague Fred Reichheld introduced Net Promoter to the world. He is a leader in Bain's Customer Customer Strategy and Marketing practice and the co-author of The Ultim…
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The Wheel of Progress: Designing Experiences Based on Deep Customer Desires with Eckhart Boehme
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50:03
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50:03
Eckhart climbed through the ranks at Microsoft leveraging his background as an industrial engineer turned customer experience maestro. He sheds light on the transformative "jobs to be done" concept and how understanding the true gains, pains, and solutions can revolutionize how we approach customer satisfaction. We’ll also hear how Eckhart's method…
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Secrets to Success with Chick-fil-A Leader Elizabeth Dixon
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45:56
Elizabeth's professional journey is a tapestry woven with innovation, creativity, and dedication to enhancing the customer experience. With a career spanning over 18 years, including a significant tenure at the esteemed Chick-fil-A, Elizabeth's expertise has been sought after by illustrious brands such as Disney, Gap, and YMCA, as well as the Coope…
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Engaging Customers Throughout Their Lifecycle: Key Insights and Actionable Frameworks with Valerie Peck
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18:53
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18:53
One of my favorite stories is The Fisherman's Dilemma. It's a tale of an angler who wants to bring a treasure trove of fish home to his loving wife and family. Although he uses every strategy and tactic, he discovers a whole in the bottom of the net. Regardless of his harvest, the hole stole his bounty. Customer acquisition is an important first st…
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The Alien and Clark Kent: Demystifying CX Leadership from AAA's Head of CX, Bryan Sander
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47:15
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47:15
What if you 1 in 4 Americans relied on the experience you led? 60,000,000 Americans rely on AAA for their roadside assistance when things don't go as planned. Bryan Sander, CCXP MBA, leads customer experience for AAA and joins me on the Delighted Customers Podcast (episode will drop tomorrow). Bryan's advice for CX leaders interested in strategies …
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How Emotions and Memory Shape Business Outcomes with Colin Shaw
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49:32
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49:32
Colin Shaw is one of the original CX thought leaders and podcast host. He brings a fresh perspective to what drives customer loyalty and the "why" behind loyalty. He predicts memory maps will replace journey maps because of the difference between our experiencing-self and our remembering-self. This episode is packed with insights that leaders can u…
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Managing the Sludge Caused by "Red Tape" that Impacts Customer Experiences with Dr. Stephanie Thum
27:13
27:13
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27:13
Dr. Stephanie Thum knows a thing or two about red tape. In fact, she just got her PhD in Red Tape Theory! In this episode, she provides a fresh perspective, discussing the pros and cons of red tape, and its elusive cousins, green and pink tape. Using these insights, we explore how these nuances can greatly impact customer experience and employees' …
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Creating Emotional Connections: The Power of Loyalty Programs with Valerie Peck
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21:00
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21:00
Customer loyalty is the currency that sustains growth in almost any company. It means better business outcomes in key metrics like: Increased Revenues More Referrals Lower Cost to Serve Fewer Complaints Greater Forgiveness and much more. The question Valerie Peck, long time CX luminary, thought leader, and Managing Director of SuiteCX and I explore…
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The Four Factors of Trust: How Organizations Can Earn Lifelong Loyalty with author Ashley Reichheld
40:19
40:19
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40:19
Did you know that trusted companies outperform their peers by up to 400%? That customers who trust a brand are 88% more likely to buy again? And that 79% of employees who trust their employer who trust their employer are more motivated to work(and less likely to leave)? The importance of trust is at an all-time high - just as our inclination to tru…
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A Candid Discussion About the CX Profession with Ian Golding, CCXP
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49:51
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49:51
Ian Golding ought to know a thing or two about the CX profession. He was a founding member of the Customer Experience Professionals Association (CXPA) and the very first Certified Customer Experience Professional (CCXP). He's the author of Customer What?, Keynote Speaker, and writer. He's written over 600 articles on CX and hosts International Cust…
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Elevating CX Leadership with the MSU MS CXM Degree with Dr. Tom DeWitt
15:24
15:24
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15:24
I am thrilled to have had the opportunity to interview Tom DeWitt, the creator of the groundbreaking MSU CXM Masters of Science program, on my podcast. This program is the first of its kind, offering a comprehensive and in-depth curriculum for professionals in the field of customer experience management. Key Takeaways from the interview: 1️⃣ Bridgi…
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Preventing Defection: Innovative CX Strategies for Gathering Feedback and Taking Action with Matt Selbie
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41:33
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41:33
In order to design customer experiences that earn their trust and loyalty, companies must have a listening strategy. While a wide range of philosophies around customer listening, my guest has a theory that he's built a business on. What are some potential consequences for businesses if they fail to address current customer issues effectively? Matt …
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The Virtues and Values of Trust in Business, Part 2 of 2 with author Andrea Howe
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36:05
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36:05
The Virtues and Values of Trust in Business, Part 2 of 2 with author Andrea Howe In Part 1, Andrea introduced the Trust Equation and how we, as leaders, can apply it to become more trustworthy. In this episode we delve in to some real world examples to consider how the values (applied individually) and virtues (applied institutionally) to earn trus…
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