Join us to learn the leadership practices from C-Level Customer Experience executives at Airbnb, Walgreens, Audi, Premera, The Smithsonian Institute, Barney’s New York, and Adobe among others. They will fearlessly share with you what works...and what doesn’t work as we debunk this role, why it’s not about ”Kumbaya", but rather how the Chief Customer Officer is acting as the human duct tape of the organization - uniting companies to earn the right to customer-driven growth.
Hosted by Jeanne Bliss, five time Chief Customer Officer and author of "Would You Do That To Your Mother?" and “Chief Customer Officer 2.0." Jeanne is joined by CCOs around the world as they share how they gain traction in transforming their business, leaders and operations.
Be Deliberate With Your CX: Create Excellence and Know What the Customer Wants
While I’m on vacation, I want to replay this podcast and leave you with a few valuable gems from Horst Schulze to inspire us in the new year. Horst is the founder and former CEO of the Capella Hotel Group, Co-founder & Former COO of The Ritz-Carlton Hotel Co. and author of Excellence Wins. He is currently serving as the expert in residence at Arch + Tower, a boutique, organizational strategy consulting firm specializing in customer and employee experience.
To Improve B2B Customer Experience, Solidify Your Employee Experience and Internal Culture
Today's episode features a compilation from two leaders in the B2B industry who decided to grow their company through focused CX efforts, while placing a strong importance on team and employee development. You’ll hear from Andy Schulkind, the VP of CX at Domino North America, and Rich Sheridan, CEO of Menlo Innovations. Both leaders place a high value on developing a trained, supported, and efficient internal workforce which serves as a strong foundation for delivering great customer experience.
5 Ways to Earn Customer Growth with Fred Reichheld (Creator of the NPS Management System)
“I preach to people to stop linking net promoter to bonuses and stop making it into a target, which makes it the objective as opposed to a learning process,” says Fred Reichheld, New York Times best-selling author, customer loyalty guru, and creator of the Net Promoter Score management system. Fred and I chat about the hard work that comes with good leadership, and the dedication that's needed in order to live up to promises, to put customers first, and to serve as a beacon of light.
Improving Customer Experience in the Food and Quick Service Restaurant Industry
In this compilation episode, I'm revisiting conversations with Sherif Mityas, CXO at TGI Fridays, and Troy Barnes, Chief Customer Officer at Pizza Hut Asia Pacific. Their high-level positions had them entrenched in work in which they oversaw CX strategies that impacted numerous restaurants. Sherif talks about how he assessed the work that needed to be done while in the role, and you’ll hear Troy discuss the ongoing journey of level setting expectations and uniting the C-Suite around improving efforts.
Your Customer Success Needs to be a Key Indicator of Your Organization's Success
Nathan and I discuss some of the principals behind BILT’s success, one of them being that they measure it by their own customer’s success. BILT is a customer experience platform. It operates as an app that provides a 3D assembly experience for customers who need to build a finished item like a grill or bed frame. BILT has worked with companies such as Weber, IKEA, and the Home Depot, to help empower customers and give them the confidence needed in order to complete their project.
Don't Underestimate the Importance of the Human Element in Your Business Operations and Processes
As AI continues to be an increasing topic of interest when it comes to customer experience and data gathering, CX leaders should always remember that the human element will always be needed. We need people to create those magic, unexpected moments; to smile at customers, to ask them how their day was, and to know when to go the extra mile.
In my conversations with authors Nathan Foy and Deborah Westphal, both share insights regarding the way a human-focused business model positively impacts growth and relationships.
Practical, real world case studies
Loving the earthiness of the presenters, Jeanne is a skilled interviewer weaving a strong narrative throughout these case studies. Excellent listening!