57 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
    • 4.8 • 5 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.

    What you can learn about CX from the aged care sector

    What you can learn about CX from the aged care sector

    Alana Parker is the Chief Marketing Officer at the Royal Freemasons'​ Benevolent Institution (RFBI). Alana is an experienced marketing and communications professional with over 20 years' experience, spanning both the for-profit and not-for-profit sectors. In this episode, she shares the insights she's gained working in the aged care sector, how to work with your customers to change their perceptions, and how the aged care sector is dealing with the pandemic.

     

    Connect with us:
    Michael Momsen on LinkedIn

    See omnystudio.com/listener for privacy information.

    • 33 min
    The secrets behind Flybuys' 25 years of success

    The secrets behind Flybuys' 25 years of success

    Rosemary Martin is the Chief Customer Officer for Flybuys, the most popular customer rewards programme in Australia. In this interview, Rosemary discusses valuable customer insights Flybuys has gained throughout their twenty-five years of existence, and how the customer experience and the features Flybuys offers have changed during the pandemic.

     

    Connect with us:
    Michael Momsen on LinkedIn

    See omnystudio.com/listener for privacy information.

    • 52 min
    How Bunnings maintains a 90% staff retention rate

    How Bunnings maintains a 90% staff retention rate

    Ryan Baker is the General Manager of Operations at Bunnings and a retail professional with 15 years of experience driving high performing teams. He's been working with Bunnings since he was twenty and has now been with the company for almost nineteen years. After working his way through various roles, he now looks after all the stores in Australia. In this episode, he discusses how Bunnings maintains a connection to their local community by allowing individual stores to create their own set of values, and how they manage to have a staff retention rate of 90%.

     

    Connect with us:
    Michael Momsen on LinkedIn

    See omnystudio.com/listener for privacy information.

    • 35 min
    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

     

    Connect with us:
    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

     

    Connect with us:
    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

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