Lynn Hunsaker shares specific tactics and ways to encourage involvement and cross departmental collaboration in CX specifically targeted to non-customer facing staff.

070 - Discussion with Lynn Hunsaker to Involve All Teams in CX

Listen in on my conversation with Sarah Toms - cofounder of Wharton Interactive- as we discuss the most common mistakes businesses make when they try to shift to a customer-centric strategy and how to avoid them.

069 - Conversation with Sarah Toms

Most companies are good at collecting and gathering data from their customers and internally through their processes. But most companies don't use it to make improvements and are missing out. This episode shares how to use data to improve customer engagement and retention.

068 - Data Benefits CX Only If It's Used

This episode takes you through the steps needed to understand what must happen to keep your customers loyal and what must not happen to reduce employee churn.

067 - Crafting a CX Strategy to Success

Customer obsession and customer centricity always go back to the foundation of human connection. This episode shares how to connect with your customers in one of the ways they value most.

066 - A Focus on Helpfulness

Despite the best of intentions, the customer is typically the one thing NOT considered at the center of most business and operational decisions. This episode explains how this happens and gives strategies designed to deliver exactly what your customers are craving and willing to pay you more for.

065 - Remember the Customer in Your CX Work

Listen in this week as I have a conversation with Customer Service expert Jeff Toister. He shares his 3 fundamentals in establishing a culture geared toward a customer focus.

064 - Discussing Culture with Jeff Toister

Do you know how many customers you lost this year? Do you know why they left? How much money has it cost your company? These questions and strategies to win back lost customers and prevent customer churn BEFORE it happens are shared.

063 - Preventing Customer Churn and Winning Back Lost Customers

Self help services are on the rise and more customers are using them than ever before. But when they need to call in for support or help, they are often frustrated and unleash their wrath on your CSRs. This episode shares how to support your CSR team to better help your customers, your company, and themselves.

062 - Treat Your CSRs Like Royalty

Sharing CX progress is one thing... Sharing CX through the words and images of your customers is even better. This episode details how leadership and staff become more engaged through the words and voices of your customers.

061 - Humanizing CX Internally

Shep Hyken shares his insights on the six ways that companies can stand out from everyone else. He also explains why most companies aren't seeing the results they hoped for and how to fix it.

060 - Interview with CX Expert Shep Hyken

Culture books aren't just for showing how great your company is. This episode shares how a culture book engages everyone at all levels and can even turn around a negative culture.

059 - The CX Benefits of a Culture Book

To have a successful CX strategy, you need to have a strong foundation on which to build it. This episode summaries the foundational bricks necessary to increase the success of your CX efforts both internally and externally.

058 - FFoundation Bricks of CX

Thomas Hollmann from the WP Carey School of Business at ASU discusses Services Growth as it relates to CX. He shares insights to help shift the company focus from selling products to building relationships and providing solutions customers value.

057 - Thomas Hollmann Discusses CX Services Growth

CX Expert Shaun Belding shares his insights on why CX is becoming the differentiator in business success.

056 - Expert Shaun Belding Shares CX Insights

Reaching across the boardroom table for solutions is one of the most effective ways to enhance the Customer Experience and to solve for solutions.

055 - An Opposite Silo Perspective to Enhance CX

We discuss one particular company's success in CX they attribute to their focus on the EX and don't pull any punches about it. Listen to the phenomenal growth they've experienced.

054 - Should Employee Experience Trump Everything Esle?

Customer value goes far beyond the money they bring into your company. They also bring data, stories, buying patterns, and indicators. This episode explains how each of those are crucial to CX.

053 - Customer Value Beyond the $$

This throwback interview from 2009 is just as relevant today as it was then. Loren Becker from Zappos shares the importance of company culture and it's impact on business decisions and operations.

052 - Loren Becker from Zappos Discusses the Importance of Culture.

CX expert Annette Franz shares why journey mapping is important, the things that companies forget to focus on, and the secrets to success with your CX efforts.

The Customer Experience Podcast for Business Leaders

The Customer Experience Podcast for Business Leaders

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