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.
It's Time to Rethink Your Leadership Strategies and Business Models
While I’m taking a break from recording new podcasts and LinkedIn Live conversations, I’ll be sharing a few compilations of previously recorded interviews.
Today’s episode features Alain Hunkins, who wrote Cracking the Leadership Code, and Robbie Kellman-Baxter, author of The Forever Transaction. Both guests share examples and tactics from their books to help you elevate your leadership. Their strategies will help you think through ways to better connect with your audience and your team.
Do They Come Back For More? 6 Steps for Creating Repeat Customers from Shep Hyken
In this chat with my buddy and colleague, Shep Hyken, we discuss some of the concepts in his latest book, “I’ll Be Back: How to Get Customers to Come Back Again and Again.” Shep and I talk about measuring a customer’s willingness to come back to your business as an important success metric. I often stress to leaders that retention is a critical metric when looking at customer success; it’s not only about the new customers you’re able to acquire, but who continues to come back to you.
CX Leadership: Are You Willing to Be Authentic, Have Difficult Conversations, and Break Silos?
Jenn Oyler and I discuss CX strategies that impact both the employees and customers in a B2B2C organization. We also explore some finer details of the work when we chat about the various CX KPIs that Jenn measures against, how they determine ROI, and her leadership style. Jenn is the vice president and head of customer experience at Principal Financial Group and has experience at State Farm.
The Value of Fostering and Maintaining Relationships with Customers in the Travel Industry
Chris Kollas is the Chief Customer Officer at TCS World Travel. TCS World Travel is a unique company that has hosted guests on all-inclusive, private jet adventures for over 25 years. Chris and I chat about how he and his team of roughly 100 employees focus on the customer, the integration of marketing and sales, and how they maintained connections with their customers during the pandemic––a time which was incredibly rough on the travel industry.
The Importance of Taking a Phased Approach to Improving Customer Experience in Healthcare
"At the end of the day, what we realize is, we all unite under the same thing, which is to drive the customer experience, get the patient what they need,” says Corrie Quaranto, Vice President of Northwell Health, regarding a patient-focused experience at their facilities. In my discussion with Corrie, we discuss how Northwell has been taking the time to focus on customer care in a way that reduces stress and confusion around financial services for the patient.
Have You Solidified the Foundation of Your Customer Experience?
“Customer experience is about leadership. It's about the blueprint for how you run your business, and how you want to show up in the marketplace,” says Andy Schulkind, the VP of customer experience at Domino, North America. Domino is a B2B company which specializes in the development and production of various printing technologies used for coding and marking. In our conversation, Andy and I chat about setting the foundation in order for the work to be successful.
Everything you need to know about CX can be found on the Human Duct Tape Show - every episode's a deep dive on everything about customer experience that you wouldn't want to miss!
Empowering, insightful and actionable! 🔥
Whether you’re well established as someone innovating in the world of customer experience, or just getting started as a catalyst for change within your organization - this is a must-listen podcast for you! Jeanne does an incredible job leading conversations that cover a huge breadth of topics related to the ins and outs of successfully navigating an ever changing CX landscape - from leaders who’ve actually walked the path. Highly recommend listening and subscribing!