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Customer Experience Leaders | CX tips, insights and practical advice

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042: How to deliver 20,000 personal experiences every day | Madison Square Garden, Director of Guest Services, Joe Picco

4/15/2019
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Joe Picco is the Director of Guest Services at The Madison Square Garden Company, an organisation that runs a collection of iconic venues such as Madison Square Garden. Joe and his team are responsible for making sure up to 20,000 people have a great experience each and every time they visit. In this episode Joe shares the secrets behind the Madison Square Garden playbook and why the company focuses on delivering personal experiences to every one of their guests. Resources...

Duration:00:31:00

041: Four mega-themes from 40 interviews with world-class CX leaders — Introducing the the Customer Experience Flywheel

3/26/2019
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Over the last 2 years on the show, we have interviewed 40 of the world’s leading customer experience leaders. During these conversations, we noticed several universal themes and best practices emerge which show how world-class brands manage their customer experience. And so, we collated these insights into four mega-themes and built an overarching model which will help you create amazing experiences for your customers. We call it The Customer Experience Flywheel, and it's our gift to the CX...

Duration:00:44:23

040: Celebrity chef Neil Perry on creating memorable hospitality experiences 🍴 | Rockpool Dining Group, Culinary & Brands Director, Neil Perry

3/4/2019
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Neil Perry is the Culinary & Brands Director at Rockpool Dining Group. Neil is an iconic Australian chef who runs 60 world-class restaurants and 16 award-winning brands. He is also in charge of menu development for Qantas. In this episode Neil shares his secrets for managing customer experience across so many restaurants and brands. Plus you’ll learn why staff at Rockpool Dining Group are taught to CARE about every person in the food chain. Resources mentioned: Gourmet TravellerThe...

Duration:00:37:04

039: How to raise prices and keep customers happy! | ProfitWell, Co-Founder and CEO, Patrick Campbell

2/18/2019
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Patrick Campbell is the Co-Founder and CEO of ProfitWell, a company focused on helping subscription-based businesses reduce churn and build loyalty with their customers. In this episode Patrick shares his tips for finding the right price for your product, and the secret behind fixing pricing problems without damaging your customer relationship. Resources mentioned: Google ScholarThe Comprehensive Guide to Reducing ChurnMichael MomsenAdam Jaffrey Key takeaways (starts at 37:18):

Duration:00:44:24

038: How Southwest Airlines ✈️ is taking CX to new heights | Southwest Airlines, VP of Inflight Operations, Sonya Lacore

2/4/2019
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Sonya Lacore is the Vice President of Inflight Operations at Southwest Airlines, an airline known for delivering on customer experience. Sonya runs a team that manages the 16,000 flight attendants at Southwest Airlines and is responsible for making sure staff deliver on the organisations core values. In this episode Sonya shares her tips for how to bring large teams of staff along on your vision, and why it’s important for management to always spend time with their front line...

Duration:00:44:23

037: (SPECIAL) Let's end survey hell and make feedback delightful! | RateIt, Founder & CEO, Michael Momsen

1/21/2019
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Michael Momsen is the Founder and CEO of RateIt. RateIt is on a mission to end survey hell, and is the most delightful way to collect feedback from your customers. Michael is also the co-host of Customer Experience Leaders. In this very special episode, Michael explains how to capture more useful feedback from your customers and how to use that to create amazing experiences. Michael also shares his top lessons from over 30 episodes of Customer Experience Leaders. And … we go behind the...

Duration:00:57:08

036: Three crucial tips to creating a great culture | Culture Amp, Director of Customer Success and Support, Steve Hopkins

1/7/2019
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Steve Hopkins is the Director of Customer Success and Support at Culture Amp - a company focused on helping businesses measure culture and gain insights from their employees. In this episode Steve shares his tips for how to measure culture, how to change your culture, and the importance of listening to your staff on a regular basis. Resources mentioned: Culture AmpDare to LeadThe 15 Commitments of Conscious Leadership Key takeaways (starts at 30:37):

Duration:00:36:56

035: How to build a powerful sales team 📈 that’s also customer-centric | Winning By Design, Founder, Jacco vanderKooij

12/23/2018
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Jacco vanderKooij is the founder of Winning By Design - a company which helps businesses grow and improve their sales. Jacco is an expert at breaking down sales to its core elements so you can focus on what’s important to your customer. In this special episode Jacco will share his secrets for building a customer-centric sales team, and explains why it’s important to stop selling customers and to focus on helping them buy. Resources mentioned: Winning By DesignThe Art of Making LoveThe...

Duration:00:57:29

034: What do B2B customers actually value? | Bain & Company, Partner, Eric Almquist

12/10/2018
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Eric Almquist is a partner at Bain & Company and is the author of The Elements of Value framework. In this episode, Eric shares insights from Bain’s Elements of Value research and provides useful tips on how you can identify what your B2B customers actually want. Resources mentioned: Maslow’s Hierarchy of NeedsThe Elements of ValueThe B2B Elements of Value PyramidThe B2B Elements of ValueThe B2C Elements of Value PyramidThe B2C Elements of Value Key takeaways (starts at 34:15):

Duration:00:39:02

033: Three crucial Customer Success tips to ensure customer loyalty | Winning By Design, Managing Partner, Dominique Levin

11/26/2018
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Dominique Levin is Managing Partner at Winning By Design and is one of the champions of the Customer Success movement. In this episode Dominique will share her secrets for implementing customer success and help you build business impact with your customers. Resources mentioned: Winning By Design Key takeaways (starts at 32:03):

Duration:00:38:02

032: How to handle complaints like a pro | Telephone Doctor, President, Nancy Friedman

11/12/2018
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Nancy Friedman is the president of Telephone Doctor, an organisation dedicated to helping companies deliver great experiences when dealing with customers over the phone. Nancy is an expert at making sure your staff can get the information they need from callers, and in this episode shares why you should always be open and honest with your customers, plus shares her tips on how to deal with angry callers. Resources mentioned: Telephone DoctorService SkillsNancy Friedman Key takeaways...

Duration:00:42:39

031: Nordstrom's secret for incredible retail growth in the digital age | The Nordstrom Way, Author, Robert Spector

10/29/2018
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Robert Spector is the author of The Nordstrom Way, a book which dissects how the company’s intense focus on the customer allows them to survive and thrive when other stores have failed. In this episode Robert will share the secrets from his interviews with three generations of the Nordstrom family, giving you practical tips to keep your customers coming back. Resources mentioned: The Nordstrom WayRobert Spector Key takeaways (starts at 22:37):

Duration:00:28:44

030: How to break the rules for better results! | Customer Experience Rockstar, James Dodkins (Part 2)

10/15/2018
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James Dodkins is the Customer Experience Rockstar. After a career touring the world as a guitarist in a heavy metal band, James now uses his real-life experience to help brands deliver rockstar experiences for their customers. In this episode you’ll learn why organisations should put customers second, and James shares his four steps for proactively dealing with complaints. Key takeaways (starts at 30:02):

Duration:00:35:34

029: How to create ROCKSTAR CX 🎸⭐🤘 | Customer Experience Rockstar, James Dodkins (Part 1)

10/1/2018
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James Dodkins is the Customer Experience Rockstar. After a career touring the world as a guitarist in a heavy metal band, James now uses his real-life experience to help brands deliver rockstar experiences for their customers. In this episode you’ll learn why it’s important for brands to think about the customer on a personal level and how doing this can help you think about what a successful experience means for them. Key takeaways (starts at 16:28):

Duration:00:22:04

028: How to manage CX in a crisis | Volkswagen Group Australia, Chief Customer Officer, Jason Bradshaw

9/17/2018
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Jason Bradshaw is the Chief Customer Officer at Volkswagen Group Australia and author of a new book coming out about customer experience called ‘It’s all about CEX!’. He’s an expert at delivering engaging customer experiences across a network of businesses, and in this episode talks about how businesses can connect with customers on a personal level, plus explores what it takes to build trust and deliver a great customer experience during a crisis. Resources mentioned: Amazing Business...

Duration:00:38:38

027: Customer loyalty programs… do they actually work? | Customology, General Manager, Michael Barnard

9/3/2018
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Michael Barnard is is the General Manager of Customology - a company which helps businesses create loyal customers. He’s an expert at driving customer loyalty and in this episode shares his tips for creating a loyalty program that will actually keep your customers coming back. Resources mentioned: Start With WhyEat That Frog!The Personal MBACrack the Customer CodeThe Intuitive CustomerFreakonomicsThe Elements of Value Key takeaways (starts at 35:36):

Duration:00:42:11

026: How to create a customer journey map in 6 steps | CX Journey, Founder and CEO, Annette Franz

8/20/2018
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Annette Franz is the Founder and CEO of CX Journey and is a highly respected customer experience consultant. In this episode you’ll learn about the importance of the customer journey map, how to get started with designing your own, and also some practical tips to make the most of your journey mapping experience. Resources mentioned: AirBNB’s 10 Star ExperienceCX JourneyDesigning CX Key takeaways (starts at 28:44):

Duration:00:34:24

025: The secret to hiring great people | Sunlite Mitre 10, Managing Director, Steven Czeiger

8/6/2018
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Steven Czeiger is the Managing Director of Sunlite Mitre 10 - a chain of hardware stores that is dedicated to providing exceptional customer experiences. In this episode Steven will share his tips for hiring great people who have a service mindset, and how to make sure you give customers a great experience in a retail environment. Resources mentioned: Elephant Journal Key takeaways (starts at 22:31):

Duration:00:28:07

024: Your questions answered by the godmother of CX! | Customer Bliss, Founder and CEO, Jeanne Bliss (Part 2)

7/23/2018
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Jeanne Bliss is the CEO of Customer Bliss, a best-selling author, and also one of the founders of the Customer Experience Professionals Association. In this episode Jeanne answers questions from the Customer Experience Leaders audience. You’ll hear practical tips and advice on how to implement a successful CX strategy within your own organisation. Resources mentioned: Would You Do That To Your Mother

Duration:00:27:21

023: The single question that will revolutionise your CX! | Customer Bliss, Founder and CEO, Jeanne Bliss (Part 1)

7/9/2018
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Jeanne Bliss is the CEO of Customer Bliss, a best-selling author, and also one of the founders of the Customer Experience Professionals Association. In this episode you’ll learn about the importance of the Chief Customer Officer role, and how you can drive a customer-centric focus within your organisation that would make your mother proud. Resources mentioned: Would You Do That To Your Mother Key takeaways (starts at 28:48):

Duration:00:34:10