100 episodes

Examining the relationship between the customer and your company.

CX Network Seth Adler

    • Business News
    • 5.0, 1 Rating

Examining the relationship between the customer and your company.

    Oracle's Nate Skinner On Mistakes To Avoid & A Path For Success

    Oracle's Nate Skinner On Mistakes To Avoid & A Path For Success

    The Global Marketing Lead for CX at Oracle, Nate Skinner joins us and takes us through Marketing Mistakes to Avoid. Along the way, he also sets a path for success all while sharing use cases from his impressive career with some of the best companies in big tech.

    • 17 min
    Elan Frank, Slack

    Elan Frank, Slack

    Elan Frank from Slack joins us and shares that the tool began life as a side project of another initiative. It's grown to be a true alternative to email. Channel based messaging is built for the future of work and as we discuss, the future of work is here, now.

    • 18 min
    Ep. 156: Karen Tilstra, Florida Hospital

    Ep. 156: Karen Tilstra, Florida Hospital

    Karen Tilstra is the co-founder of the Florida Hospital Innovation Lab. In this conversation, Karen emphasizes the intent of the Innovation Lab, which, not surprisingly, is innovation. However, the process to innovation is often overlooked. Karen describes it as a “multifaceted journey of learning, of discovery, of openness.” In other words, innovation isn’t instantaneous, nor does it happen in a silo. When a brand thinks they know what’s best for their customers—instead of interacting with those customers—it’s often the beginning of the end. Karen details Sears’ downward spiral as an example. Next, Karen questions the value of the typical enterprise growth mentality. Is “grow or die” a myth or a reality? True, meaningful innovation involves the application of certain soft skills that aren’t immediately apparent. Karen drives their importance home in this insightful, outside-of-the-box conversation.

    • 30 min
    Ep. 155: David Campos, SertaSimmons

    Ep. 155: David Campos, SertaSimmons

    • 38 min
    Ep. 154: Fred Reichheld (Employee Engagement)

    Ep. 154: Fred Reichheld (Employee Engagement)

    Fred Reichheld joins us again, this time to discuss employee engagement. The business benefit to ensuring a positive employee experience is because that translates to a positive customer experience. As Fred discussed last time, a good customer experience means an increase in profit. However, Fred is careful to clearly define what make a good employee experience. Is it lots of vacation time, the ability to shirk difficult customers, and taking on only the best shifts? Of course not, as this would lead to a bad customer experience. Fred instead focuses on “helping your employees lead great lives of meaningful service.” Technology is used as a tool to automate unfulfilling tasks that humans used to be responsible for. In turn, human talent is freed up to inform, innovate, and provide meaningful change to the customer experience. Finally, Fred makes suggestions on to achieve such a lofty goal. Ultimately, Fred says, “I think what inspires people to do their best is when they feel like they are being listened to, they have a voice, and that the team is consistently being put in a position where they can enrich the lives of customers and see that as the core purpose in their work.”

    • 9 min
    Ep. 153: Fred Reichheld (Customer Centricity)

    Ep. 153: Fred Reichheld (Customer Centricity)

    Fred Reichheld, the creator of the Net Promoter System (NPS), joins us to discuss the task of building a customer-centric culture. Companies that do the best at enriching the lives of their customers are growing two-and-a-half times faster than their competition. Today, word of mouth and truth spreads like wildfire. The modern enterprise can no longer depend on clever advertising campaigns to mask their shortcomings. Building a customer-first culture isn’t always easy, though. Legacy companies have to fight through their capitalistic pasts. Metrics need to change. Shareholders must get on board with the new nature of business. The Net Promoter Score is successful because it provides data that proves the effectiveness of customer-centricity to the bottom line. It is a modern-day metric that replaces the ones that no longer serve today’s landscape. Fred offers both suggestions and examples on how to successfully pivot to a customer-centric business model during this insightful conversation.

    • 12 min

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