Let's Talk About CEX! The Customer and Employee Experience

Maxine Shapiro
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Let's Talk About CEX! The Customer and Employee Experience

All Audacious, Outrageous, and Legendary Customer Experience (CX) begins with the Employee Experience (EX). Maxine Shapiro and her guests will reveal why and how this process is relevant and a highly effective way to approach your Customer or Guest Experience as well as your culture and mission. Maxine’s passion and expertise for Audacious and Authentic CX and EX came from her years as a financial commentator on NPR’s “Marketplace” and hosting of two financial radio shows and 20 years of speaking, facilitating, and coaching on Collaborcate! Collaborate, Communicate and Create ResultsExecs of businesses from all sectors, from hospitality to retail to B2B, will share the ups and downs in their quest to be Legendary. These organizations realized how they treated their employees directly influenced how the customer and guests were cared for. She’ll go into every nook and cranny. This is an exhilarating journey for all involved, and we want you to be inspired to discover your own Audacious and Legendary CX. Whether you’re already reaping the benefits of this paradigm or you know you need to, this podcast will fire your imagination! Click Subscribe now – your customers will be glad you did.

  1. No Cat was Killed here. Aren’t you Curious?

    24/01/2023

    No Cat was Killed here. Aren’t you Curious?

    Dr Alison Horstmeyer was doing research on anxiety. Then she came across some work on curiosity. “Is there a tie between anxiety and curiosity?” Alison takes us on this ride into our own inquisitiveness. “The way in which you explore is, is going to, determine how comfortable you are from leaving what you know, and also the degree in which you do that.” Though she uses terms like uncertainty and fear of it, heard during the depth of the pandemic, terms that becam...

    34min
  2. A Journey into the Ambiguous Unknown – Bring It On!

    10/01/2023

    A Journey into the Ambiguous Unknown – Bring It On!

    As consultants how many of us have been contracted to come in and solve one problem, when the real issue was covered up by an “ambiguous and complex situation.” Justin Zalewski and Studio Science thrive on those challenges and come out victorious every time. Be ready to take notes – and smile a lot. He covers it all, IT, overburdened, understaffed teams, etc.In this spirited conversation, Justin Z (and his great voice) humbly share stories where their deep knowledge, agility, and not-qu...

    33min
  3. Gems on Quizzes, Community and Caregivers

    29/11/2022

    Gems on Quizzes, Community and Caregivers

    If you’re a caregiver or carer who also has a passion that you love, having your own small online business may be your answer. It’s been a godsend for Trudy Rankin’s Australia, and beyond, community. AND, if you already have a small business or online biz, then you need to know how quizzes can up your Customer Experience. Trudy teaches her groups how to fill needs and not just assume what you’re offering everybody wants. And just because she is the quiz queen, her work in he...

    36min
  4. Do B2B Better

    10/11/2022

    Do B2B Better

    With Clients like DOW, Hagerty, and UKG, Jim Tincher, CCXP, Founder and CEO of Heart of the Customer, LLC, knows How to “Do B2B Better: Drive Growth Through Game-Changing Customer Experience.” That’s also the title of his new book.Tincher talks about the “Emotional Northstar,” (it’s real), the value of the right survey, and how confidence is the key to maintaining and growing the B2B customer. You’ll be mesmerized by how he tied this all up in our brief time together. One of the many tip...

    32min
  5. 5 Infallible Ways to Catapult Your CEX Through Improvisation!

    20/10/2022

    5 Infallible Ways to Catapult Your CEX Through Improvisation!

    There are thousands of books out there that contain a plethora of ways to make your Customer Service and your Customer and Employee Experience Legendary. And unfortunately, there are an equal number of manuals and scripts that help the CSR say exactly the right thing when a customer or guest says…. Here is where Maxine asks you to suspend your thinking and start teaching the components of improvisation. She takes her years of training hundreds of teams and leaders and capsuli...

    13min
  6. Zappos – A True and Transparent Path to Delivering Happiness Part 2

    22/09/2022

    Zappos – A True and Transparent Path to Delivering Happiness Part 2

    In Part 2 of this rich conversation with Jamie Naughton-Henriod Chief of Staff for Tony Hsieh, ex-CEO of Zappos, we go beyond the walls of Zappos as she tells how hands-on they were when they had to outsource their call center. From tours to the global work environment to the current “power shift” from employer to employee, Jamie shares her experience and wisdom constantly reminding us of Tony Hsieh’s mission – and it’s not about shoes. Enjoy.

    16min
  7. Zappos – A True and Transparent Path to Delivering Happiness Part 1

    13/09/2022

    Zappos – A True and Transparent Path to Delivering Happiness Part 1

    Grab your tablet, pen paper, or crayon as Jamie Naughton-Henriod, Chief of Staff for Tony Hsieh, ex CEO of Zappos, takes us for a deep dive into the culture and customer service extraordinaire, that organizations still wish they could duplicate. Jamie was instrumental in creating, establishing, and evangelizing this dynamic culture that made the online retailer one of America’s most recognizable — and beloved — employer brands. And because of the richness of this conversation, I’v...

    31min
  8. Labor Day: A Few Facts, Stats, and Stories on the Labor Force and Unions

    31/08/2022

    Labor Day: A Few Facts, Stats, and Stories on the Labor Force and Unions

    Let’s go back to the 1880s and see what life was like for the workers and what was the catalyst for Labor Day. Maxine highlights a few facts on unionization and just a couple of stats and stories regarding minorities and their voice and influence in our labor movement.Connect with Maxine:Maxineshapiro.comLinkedIn.com/in/maxineshapiro.com

    9min
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Sobre

All Audacious, Outrageous, and Legendary Customer Experience (CX) begins with the Employee Experience (EX). Maxine Shapiro and her guests will reveal why and how this process is relevant and a highly effective way to approach your Customer or Guest Experience as well as your culture and mission. Maxine’s passion and expertise for Audacious and Authentic CX and EX came from her years as a financial commentator on NPR’s “Marketplace” and hosting of two financial radio shows and 20 years of speaking, facilitating, and coaching on Collaborcate! Collaborate, Communicate and Create ResultsExecs of businesses from all sectors, from hospitality to retail to B2B, will share the ups and downs in their quest to be Legendary. These organizations realized how they treated their employees directly influenced how the customer and guests were cared for. She’ll go into every nook and cranny. This is an exhilarating journey for all involved, and we want you to be inspired to discover your own Audacious and Legendary CX. Whether you’re already reaping the benefits of this paradigm or you know you need to, this podcast will fire your imagination! Click Subscribe now – your customers will be glad you did.

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