54 episodes

We reveal the secrets of how great brands delight their customers. Forget the fluff and industry jargon ... this show is jam-packed with useful CX tips, insights and practical advice from leading brands. Join us as we go behind-the-scenes to discover how brands like Disney, Pandora, Optus and Country Road build experiences customers love. Produced by RateIt — the market leader in 'on the spot'​ customer feedback.

Customer Experience Leaders RateIt

    • Marketing
    • 4.5 • 4 Ratings

We reveal the secrets of how great brands delight their customers. Forget the fluff and industry jargon ... this show is jam-packed with useful CX tips, insights and practical advice from leading brands. Join us as we go behind-the-scenes to discover how brands like Disney, Pandora, Optus and Country Road build experiences customers love. Produced by RateIt — the market leader in 'on the spot'​ customer feedback.

    Turning your customers into your greatest marketing asset

    Turning your customers into your greatest marketing asset

    Andrew Durack is the Marketing Manager for St Ives, a leading retirement living operator in Western Australia. Rather than comparing themselves to competitors, Andrew has looked to the lives being led by their residents for his marketing inspiration. The first thing you’ll learn in this episode is that retirement living and aged care are very different things. Retirement village residents prize their independence and autonomy, so customer experience must walk a tight-rope between being invisible and discrete, and still providing timely service. Listen in to learn how resident referrals have become their most important marketing channel, and many other CX fundamentals you can learn from this industry’s unique challenges.

     

    Resources mentioned:
    Bhutan’s gross national happiness index
    Michael Momsen on LinkedIn

    See omnystudio.com/listener for privacy information.

    • 46 min
    Why Lush radically empowered their front-line teams

    Why Lush radically empowered their front-line teams

    Emma Brady is the Customer Experience Manager at Lush Cosmetics, a brand known for their customer service excellence. Recently, Lush won an award for Customer Experience Innovation of the Year (2018). In this episode, Emma walks us through the difference between customer service and customer experience, and shows how great experience design is about understanding customer needs and expectations. We also talk about the tension between decentralisation and consistency, and how Lush transformed their business by giving radical empowerment over store management to their front-line teams.



    Resources mentioned:
    The CX Accelerator online community
    The Power of Habit (book), by Charles Duhigg
    Michael Momsen on LinkedIn

    See omnystudio.com/listener for privacy information.

    • 1 hr 6 min
    BONUS: We're back for 2020 with some special announcements

    BONUS: We're back for 2020 with some special announcements

    A few special announcements for Customer Experience Leaders in 2020.

     

    Resources mentioned: 
    Michael Momsen (LinkedIn)
    Adam Jaffrey (LinkedIn)

    See omnystudio.com/listener for privacy information.

    • 3 min
    How to spend $129M on customer experience transformation

    How to spend $129M on customer experience transformation

    Bruce Dobson is the Director Customer Experience and Business Transformation at the City of Boroondara. He is leading a revolutionary $129M customer experience and business transformation strategy at this local government. This transformation will reconstruct every customer touchpoint and operation over a 15 year period to truly focus on customer centricity. And on this episode, Bruce walks us through the $129M program in detail, the challenges they've had implementing it so far, and how they plan to return $182M in savings as a result of implementing the business case.

     

    Resources mentioned: 
    Leadership books by Patrick Lencioni (author)
    The Boroondara Customer First Program — overview (article)
    The Boroondara Customer First Program — business case (document)
    Michael Momsen (LinkedIn)
    Adam Jaffrey (LinkedIn)

     

    Key takeaways (starts at 33:40):
    Have a clear vision and executive buy-in
    Have a plan and take ACTION!
    Don't be afraid to work with external experts
    Sell the ROI with a robust business case

    See omnystudio.com/listener for privacy information.

    • 41 min
    Why HubSpot killed the sales funnel

    Why HubSpot killed the sales funnel

    Jon Dick is the Vice President of Marketing at HubSpot, a leading marketing software company who are focused on customer centricity. They've led the industry for years and essentially invented the inbound marketing methodology. In this episode, Jon tells us why HubSpot killed the traditional sales funnel and replaced it with their flywheel model. We also discuss how the most successful brands aren't focusing on tech disruption, but instead are leading with "Experience Disruption".

     

    Resources mentioned: 
    The Ride of a Lifetime (book), by Robert Iger.
    Daemon (book), by Daniel Suarez.
    Michael Momsen (LinkedIn)
    Adam Jaffrey (LinkedIn)

     

    Additional resources:
    How the Flywheel Killed HubSpot's Funnel (article)
    The Definition of Smarketing (article)
    The Customer Experience Flywheel (article)

     

    Key takeaways (starts at 40:30):
    It's not about tech disruption, it's about "Experience Disruption".
    To be customer-centric, take a "SMervices" mindset.
    To get started, begin by implement new metrics.
    Be obsessive about removing friction

    See omnystudio.com/listener for privacy information.

    • 50 min
    Your 101 guide to STORYTELLING in business

    Your 101 guide to STORYTELLING in business

    Shawn Callahan is the Founder of Anecdote, an agency focused on business storytelling. In this episode, Shawn shares the 4 essential elements of telling an effective story. We also discuss how storytelling can help improve internal culture and how to use storytelling to improve your sales process and customer experience.

     

    Resources mentioned: 
    Annie’s Box (book), by Randal Keynes.
    Anecdotally Speaking (podcast), by Shawn Callahan & Mark Schenk.
    Michael Momsen (LinkedIn)
    Adam Jaffrey (LinkedIn)

     

    Key takeaways (starts at 41:36):
    Storytelling is a critical element of CX
    Tell your stories using the 4 elements framework
    Encourage customer stories on the front-line
    Look for great examples rather than great stories
    Build out your story bank

    See omnystudio.com/listener for privacy information.

    • 49 min

Customer Reviews

4.5 out of 5
4 Ratings

4 Ratings

Top Podcasts In Marketing

Listeners Also Subscribed To