Customer Experience Leaders
We reveal the secrets of how great brands delight their customers. Forget the fluff and industry jargon ... this show is jam-packed with useful CX tips, insights and practical advice from leading brands. Join us as we go behind-the-scenes to discover how brands like Disney, Pandora, Optus and Country Road build experiences customers love. Produced by RateIt — the market leader in 'on the spot' customer feedback.
Mon, December 21, 2020
A radically different approach to the aged-care sector
Byron Cannon is the CEO of LDK Seniors' Living, a business created with the aim of disrupting the aged-care industry by providing high-quality care in vibrant communities. As the Chief Executive Officer, he is responsible for the day-to-day management of the business, making decisions on all matters affecting operations, performance and strategy. In today's episode, Byron shares the secret of what makes LDK different. Resources and links: https://ldkhealthcare.com.au/ https://www.linkedin.com/in/byroncannon/ Connect with us: Michael Momsen on LinkedIn This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.
Mon, December 07, 2020
How Australia's leading pharmacy chain manages CX
Jeff Sells is the Executive General Manager of Retail Pharmacy for Sigma Healthcare, a leading network of independent and franchised pharmacies and healthcare providers across Australia. In this episode, Jeff unpacks how Sigma Healthcare manages their brands across two main value propositions: price/range and service/value; and how they navigate running a B2B organisation while still emphasising their B2C side. He also discusses the impacts of the pandemic on the pharmacy industry. Connect with us: Michael Momsen on LinkedIn This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.
Mon, November 23, 2020
What you can learn about CX from the aged care sector
Alana Parker is the Chief Marketing Officer at the Royal Freemasons' Benevolent Institution (RFBI). Alana is an experienced marketing and communications professional with over 20 years' experience, spanning both the for-profit and not-for-profit sectors. In this episode, she shares the insights she's gained working in the aged care sector, how to work with your customers to change their perceptions, and how the aged care sector is dealing with the pandemic. Connect with us: Michael Momsen on LinkedIn This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.
Mon, November 09, 2020
The secrets behind Flybuys' 25 years of success
Rosemary Martin is the Chief Customer Officer for Flybuys, the most popular customer rewards programme in Australia. In this interview, Rosemary discusses valuable customer insights Flybuys has gained throughout their twenty-five years of existence, and how the customer experience and the features Flybuys offers have changed during the pandemic. Connect with us: Michael Momsen on LinkedIn This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.
Mon, October 26, 2020
How Bunnings maintains a 90% staff retention rate
Ryan Baker is the General Manager of Operations at Bunnings and a retail professional with 15 years of experience driving high performing teams. He's been working with Bunnings since he was twenty and has now been with the company for almost nineteen years. After working his way through various roles, he now looks after all the stores in Australia. In this episode, he discusses how Bunnings maintains a connection to their local community by allowing individual stores to create their own set of values, and how they manage to have a staff retention rate of 90%. Connect with us: Michael Momsen on LinkedIn This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.
Mon, February 10, 2020
Turning your customers into your greatest marketing asset
Andrew Durack is the Marketing Manager for St Ives, a leading retirement living operator in Western Australia. Rather than comparing themselves to competitors, Andrew has looked to the lives being led by their residents for his marketing inspiration. The first thing you’ll learn in this episode is that retirement living and aged care are very different things. Retirement village residents prize their independence and autonomy, so customer experience must walk a tight-rope between being invisible and discrete, and still providing timely service. Listen in to learn how resident referrals have become their most important marketing channel, and many other CX fundamentals you can learn from this industry’s unique challenges. Resources mentioned: Bhutan’s gross national happiness index Connect with us: Michael Momsen on LinkedIn This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.
Mon, January 27, 2020
Why Lush radically empowered their front-line teams
Emma Brady is the Customer Experience Manager at Lush Cosmetics, a brand known for their customer service excellence. Recently, Lush won an award for Customer Experience Innovation of the Year (2018). In this episode, Emma walks us through the difference between customer service and customer experience, and shows how great experience design is about understanding customer needs and expectations. We also talk about the tension between decentralisation and consistency, and how Lush transformed their business by giving radical empowerment over store management to their front-line teams. Resources mentioned: The CX Accelerator online community The Power of Habit (book), by Charles Duhigg Connect with us: Michael Momsen on LinkedIn This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.
Bonus · Mon, January 20, 2020
BONUS: We're back for 2020 with some special announcements
A few special announcements for Customer Experience Leaders in 2020. Resources mentioned: Michael Momsen (LinkedIn) Adam Jaffrey (LinkedIn) This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.
Mon, December 09, 2019
How to spend $129M on customer experience transformation
Bruce Dobson is the Director Customer Experience and Business Transformation at the City of Boroondara. He is leading a revolutionary $129M customer experience and business transformation strategy at this local government. This transformation will reconstruct every customer touchpoint and operation over a 15 year period to truly focus on customer centricity. And on this episode, Bruce walks us through the $129M program in detail, the challenges they've had implementing it so far, and how they plan to return $182M in savings as a result of implementing the business case. Resources mentioned: Leadership books by Patrick Lencioni (author) The Boroondara Customer First Program — overview (article) The Boroondara Customer First Program — business case (document) Michael Momsen (LinkedIn) Adam Jaffrey (LinkedIn) Key takeaways (starts at 33:40): Have a clear vision and executive buy-in Have a plan and take ACTION! Don't be afraid to work with external experts Sell the ROI with a robust business case This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.
Mon, November 11, 2019
Why HubSpot killed the sales funnel
Jon Dick is the Vice President of Marketing at HubSpot, a leading marketing software company who are focused on customer centricity. They've led the industry for years and essentially invented the inbound marketing methodology. In this episode, Jon tells us why HubSpot killed the traditional sales funnel and replaced it with their flywheel model. We also discuss how the most successful brands aren't focusing on tech disruption, but instead are leading with "Experience Disruption". Resources mentioned: The Ride of a Lifetime (book), by Robert Iger. Daemon (book), by Daniel Suarez. Michael Momsen (LinkedIn) Adam Jaffrey (LinkedIn) Additional resources: How the Flywheel Killed HubSpot's Funnel (article) The Definition of Smarketing (article) The Customer Experience Flywheel (article) Key takeaways (starts at 40:30): It's not about tech disruption, it's about "Experience Disruption". To be customer-centric, take a "SMervices" mindset. To get started, begin by implement new metrics. Be obsessive about removing friction This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.
Mon, October 07, 2019
Your 101 guide to STORYTELLING in business
Shawn Callahan is the Founder of Anecdote, an agency focused on business storytelling. In this episode, Shawn shares the 4 essential elements of telling an effective story. We also discuss how storytelling can help improve internal culture and how to use storytelling to improve your sales process and customer experience. Resources mentioned: Annie’s Box (book), by Randal Keynes. Anecdotally Speaking (podcast), by Shawn Callahan & Mark Schenk. Michael Momsen (LinkedIn) Adam Jaffrey (LinkedIn) Key takeaways (starts at 41:36): Storytelling is a critical element of CX Tell your stories using the 4 elements framework Encourage customer stories on the front-line Look for great examples rather than great stories Build out your story bank This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.
Mon, September 09, 2019
How to improve your NPS 126 points in 9 months! | Local Land Services, Executive Director of Strategy and Engagement, Carolyn Raine
Carolyn Raine is the Executive Director of Strategy and Engagement at Local Land Services, a New South Wales government department that helps farmers and land holders with issues around biosecurity and resource management. In this episode, Carolyn shares how they’ve been able to identify issues with their customer experience and drive cultural change that has resulted in a 126 point improvement to their NPS! Resources mentioned: Mercury: An Intimate Biography of Freddie Mercury (book), by Lesley-Ann Jones Michael Momsen (LinkedIn) Adam Jaffrey (LinkedIn) Key takeaways (starts at 27:45): Measuring your CX is vital Embrace the ratings and review economy Support your team by building a great culture and offering ongoing training Find the X-factor in your training This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.
Mon, August 12, 2019
Putting ‘care’ back into healthcare experiences | Clinic Mastery, CEO, Ben Lynch
Ben Lynch is the CEO of Clinic Mastery, a company that helps healthcare businesses grow by putting customers first. In this episode, Ben shares his tips for creating a ‘care’ factor in healthcare, and also the process to identify and fix systemic problems in a business to improve the overall customer experience. Resources mentioned: This Is Marketing (book), by Seth Godin Purple Cow (book), by Seth Godin The Experience Economy (book), by Joseph Pine & James H. Gilmore Never Lose A Customer Again (book), by Joey Coleman Michael Momsen (LinkedIn) Adam Jaffrey (LinkedIn) Key takeaways (starts at 41:02): Customers will pay more for a ‘care’ factor. All service businesses are a customer success business, but to get there you need a plan. Cultural and process change requires a long-term mindset. Be open to bringing in mentors or coaches to help you along the way. This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.
Mon, July 08, 2019
CX FAILURES!!! 💥 Why failing is the best thing that can happen. | Logitech, Head of Ultimate Ears Custom Earphones, Jonah Staw
Jonah Staw is the Head of Ultimate Ears Custom Earphones, a division of Logitech which is tasked with creating bespoke, customised, audio products. In this episode, he takes us behind the scenes of how you deliver customised products at scale, and shares some tips on how to unlock great experiences in the most unexpected ways. Resources mentioned: Joe Rogan’s Elon Musk interview (podcast) The Sixth Man (book), by Andre Iguodala. Michael Momsen (LinkedIn) Adam Jaffrey (LinkedIn) Key takeaways (starts at 31:27): Sell your ‘why’ and not your ‘what’. Keep iterating. Always be on the lookout for ways to unlock a customer experience. Embrace a growth mindset. This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.
Mon, June 10, 2019
How to remove friction 😖 and improve customer loyalty 📈 | Friction, Author, Roger Dooley
Roger Dooley is the author of Friction - a book exploring why friction matters to customer experience. In this episode Roger shares his tips for identifying points of friction, and how to use friction to your advantage so you can build customer loyalty. Resources mentioned: Friction (book), by Roger Dooley Perennial Seller (book), by Ryan Holiday Michael Momsen (LinkedIn) Adam Jaffrey (LinkedIn) Key takeaways (starts at 36:39): Friction can cause problems for customers and breed disloyalty. Put on your ‘Friction Goggles’ to identify pain points. Don’t focus on delight, reduce friction to improve the experience. The burden of effort is on CX professionals. This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.
Mon, May 13, 2019
Why an obsession with quality really matters | Gelato Messina, Founder, Nick Palumbo
Nick Palumbo is the Founder of Gelato Messina, one of the most-loved gelato brands in Australia (if not, the world!). Known for their creative specials, Gelato Messina is obsessive about the quality of their product, to the point where they even bought a dairy farm! In this episode, Nick shares how Gelato Messina’s attention to detail results in delivering an exceptional experience to customers, even when they’re stuck waiting in a queue. Resources mentioned: Michael Momsen (LinkedIn) Adam Jaffrey (LinkedIn) Key takeaways (starts at 32:49): Quality and craftsmanship really matter. Control all the inputs to your experience. Specials can be used to add excitement to a product range. Think about the physical experience people have with your service. Look for moments of frustration and how you can turn them into positive experiences. This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.
Mon, April 08, 2019
How to deliver 20,000 personal experiences every day | Madison Square Garden, Director of Guest Services, Joe Picco
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 mentioned: Excellent Wins (book), by Horst Schulze Michael Momsen (LinkedIn) Adam Jaffrey (LinkedIn) Key takeaways (starts at 23:05): The details matter. "What's your bottle cap?" Use feedback to take immediate action. You can make the very big, very personal. Handle service recovery in the moment. Make sure you can influence the key moments that affect customer experience. This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.
Mon, March 18, 2019
Four mega-themes from 40 interviews with world-class CX leaders — Introducing the the Customer Experience Flywheel
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 community. Resources mentioned: The Customer Experience Flywheel (Article and image) Michael Momsen (LinkedIn) Adam Jaffrey (LinkedIn) This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.
Mon, March 04, 2019
Celebrity chef Neil Perry on creating memorable hospitality experiences 🍴 | Rockpool Dining Group, Culinary & Brands Director, Neil Perry
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 Traveller (Magazine) The French Laundry (Restaurant), by Thomas Keller Michael Momsen (LinkedIn) Adam Jaffrey (LinkedIn) Key takeaways (starts at 29:37): What matters is delivering a seamless experience end-to-end. Start fresh every day Be clear on your values and use the CARE principle. Know the points that contribute to building memories. This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.
Mon, February 18, 2019
How to raise prices and keep customers happy! | ProfitWell, Co-Founder and CEO, Patrick Campbell
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 Scholar (website) The Comprehensive Guide to Reducing Churn (eBook) Michael Momsen (LinkedIn) Adam Jaffrey (LinkedIn) Key takeaways (starts at 37:18): Pricing is about an exchange of value with your customers. Customers build expectations based on price, packaging, and product delivery. There’s a simple process for setting your price, so make sure you use it. Watch for signals that indicate a pricing problem. Look for the reasons why customers leave so you can reduce churn. This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.
Mon, February 04, 2019
How Southwest Airlines ✈️ is taking CX to new heights | Southwest Airlines, VP of Inflight Operations, Sonya Lacore
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 employees. Resources mentioned: Grit (book), by Angela Duckworth TED (website) Michael Momsen (LinkedIn) Adam Jaffrey (LinkedIn) Key takeaways (starts at 36:29): Care about staff so they can care about your customers. Management should spend time with front-line staff on a regular basis. Empower your staff to make decisions and take ownership. Invest in your internal communications to keep everyone on the same page. This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.
Mon, January 21, 2019
SPECIAL: Let's end survey hell and make feedback delightful! | RateIt, Founder & CEO, Michael Momsen
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 scenes of how we make this podcast. Resources mentioned: Principles (book), by Ray Dalio. How To Win Friends And Influence People (book), by Dale Carnegie. The Lean Startup (book), by Eric Ries. RateIt (website) Michael Momsen (LinkedIn) Adam Jaffrey (LinkedIn) Key takeaways (starts at 47:29): Remember to build experiences for all consumers. Take action on any feedback. Close the loop by telling customers what you did about feedback. All businesses are about people. Don't be afraid to be truly purpose driven. This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.
Mon, January 07, 2019
Three crucial tips to creating a great culture | Culture Amp, Director of Customer Success and Support, Steve Hopkins
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 Amp (website) Dare to Lead (book), Brené Brown The 15 Commitments of Conscious Leadership (book), by Jim Dethmer, Diana Chapman, & Kaley Klemp. Key takeaways (starts at 30:37): Think about the five views which make up culture. Listen and act on data, and then re-measure. Ask your staff whether they are proud to work at the company. Get the day-to-day things right for effective culture change. This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.
Sun, December 23, 2018
How to build a powerful sales team 📈 that’s also customer-centric | Winning By Design, Founder, Jacco vanderKooij
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 Design (website) The Art of Making Love (video) The SaaS Sales Method (book), by Winning by Design Spin Selling (book), by Neil Rackham The Challenger Sale , by Matthew Dixon and Brent Adamson Key takeaways (starts at 46:53): Customer focused sales is about helping people buy. Make sure you’re using the right approach for the right situation. Double your sales by improving the whole system by just 10%. Use a sales framework for everything you do. Reward people along the journey rather than at the end of the year. Invest in training and make sure it’s ongoing. Show your team that it’s okay to fail. Take action. This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.
Mon, December 10, 2018
What do B2B customers actually value? | Bain & Company, Partner, Eric Almquist
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 Needs (article) The Elements of Value (website), Bain & Company The B2B Elements of Value Pyramid (image) The B2B Elements of Value (Harvard Business Review, 2018), Eric Almquist, Jamie Cleghorn & Lori Sherer The B2C Elements of Value Pyramid (image) The B2C Elements of Value (Harvard Business Review, 2016), by Eric Almquist, John Senior & Nicolas Bloch Key takeaways (starts at 34:15): The Elements of Value is ‘Maslow’s Hierarchy of Needs’ brought to life. Customer experience is the customer’s experience of the value you create. You can do a self-assessment to get started with implementing the ‘Elements of Value’ framework. You get extra points if you hit on emotional aspects of the pyramid. This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.
Mon, November 26, 2018
Three crucial Customer Success tips to ensure customer loyalty | Winning By Design, Managing Partner, Dominique Levin
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 (website) Key takeaways (starts at 32:03): Customer success is about taking responsibility for business impact. Everyone should think about customer success. Invest in the technology needed to find out what’s happening with your customer. Use the ‘SPICED’ method with your customers. This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.
Mon, November 12, 2018
How to handle complaints like a pro | Telephone Doctor, President, Nancy Friedman
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 Doctor (website) Service Skills (course) Nancy Friedman (website) Key takeaways (starts at 36:43): Great service involves setting clear expectations. Tell your customers what is happening so they can empathise with you. The magic starts with hiring the right people. Don’t be afraid to ask direct questions. Training needs to happen on a regular basis to be effective. This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.
Mon, October 29, 2018
Nordstrom's secret for incredible retail growth in the digital age | The Nordstrom Way, Author, Robert Spector
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 Way (book), by Robert Spector Robert Spector (website) Key takeaways (starts at 22:37): Start with the customer and work backwards. Culture can keep your business thriving. Have a laser focus on service. Remember that every customer is precious. This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.
Mon, October 15, 2018
How to break the rules for better results! | Customer Experience Rockstar, James Dodkins (Part 2)
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): Be proactive with complaints by using the 4 step process (Identify, Monitor, Communicate and Compensate) Make sure metrics are aligned with the customer Use storytelling to sell initiatives Don’t use war-like wording when talking about customers. This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.
Mon, October 01, 2018
How to create ROCKSTAR CX 🎸⭐🤘 | Customer Experience Rockstar, James Dodkins (Part 1)
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): Start with empathy Challenge your perceptions Think about what goal the customer is trying to achieve Look for ways to remove friction (same outcome + less touchpoints = better experience) This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.
Mon, September 17, 2018
How to manage CX in a crisis | Volkswagen Group Australia, Chief Customer Officer, Jason Bradshaw
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 Radio (podcast), by Shep Hyken It’s all about CEX! (book), by Jason Bradshaw Key takeaways (starts at 33:17): Documenting the principles that describe a great experience in your team. Celebrate when employees go above and beyond. When it gets harder, celebrate harder. Just act to implement a better experience. This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.
Mon, September 03, 2018
Customer loyalty programs… do they actually work? | Customology, General Manager, Michael Barnard
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 Why (Book), by Simon Sinek Eat That Frog! (Book), by Brian Tracy The Personal MBA (Book), by Josh Kaufman Crack the Customer Code (Podcast) The Intuitive Customer (Podcast) Freakonomics (Podcast) The Elements of Value (Research), by Bain & Company Key takeaways (starts at 35:36): Design your loyalty program for the people you’re trying to reach. Look for ways to add more elements of value. Do something meaningful with the data you’re collecting. This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.
Mon, August 20, 2018
How to create a customer journey map in 6 steps | CX Journey, Founder and CEO, Annette Franz
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: Everybody Matters (book), by Bob Chapman AirBNB’s 10 Star Experience (article) CX Journey (website), by Annette Franz Designing CX (website) Key takeaways (starts at 28:44): Journey Maps are easier than you think, so just get started. Customers will give you the deepest insights Journey maps are one tool in the CX toolkit Digitise and display your journey map so staff can see it. If nothing changes, nothing changes. This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.
Mon, August 06, 2018
The secret to hiring great people | Sunlite Mitre 10, Managing Director, Steven Czeiger
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 (website) Key takeaways (starts at 22:31): Have an obsession with hiring the right people. Highlight staff who go above and beyond. Use customer feedback as part of your daily business. Invest in ‘Wow’ experiences even if you can’t see an immediate ROI. This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.
Mon, July 23, 2018
Your questions answered by the godmother of CX! | Customer Bliss, Founder and CEO, Jeanne Bliss (Part 2)
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 (book), by Jeanne Bliss. This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.
Mon, July 09, 2018
The single question that will revolutionise your CX! | Customer Bliss, Founder and CEO, Jeanne Bliss (Part 1)
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 (book), by Jeanne Bliss. Key takeaways (starts at 28:48): Treat customers like assets Think about your processes in reverse so you can focus on the customer first. Place trust in your front-line staff. Become a customer experience leader within your own organisation. This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.
Mon, June 25, 2018
Service blueprints: the document to end all CX nightmares! | NBN Co, Senior CX Design Lead, Janine Pawson
Janine Pawson is a Senior CX Design Lead at Australia’s NBN Co. She’s an expert at creating service blueprints to help companies understand the interactions they have with their customers. In this episode you’ll learn about the importance of a service blueprint, how it fits into the arsenal of a great CX pro, and how to actually create one for your business. Resources mentioned: Mapping Experiences (book), by James Kalbach Realtime Board (example) Learning Space Toolkit (example) Service Blueprint (Wikipedia) Nielsen Norman Group (definition) Key takeaways (starts at 26:43): Learning from in person workshops is valuable. Don’t interview people for a service blueprint, involve them in the creation process. You don’t need to be an expert, start mapping a service blueprint out on paper. Use visual displays to make information easier to digest. Service blueprints can help you build empathy around the customer experience. This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.
Mon, June 11, 2018
Improve your CX 10x with these hacks from a CX PRO | Customer Experience Professional, Dan Fine
Dan Fine is a customer experience professional who has worked on brands like NAB, Telstra, Sensis, and Vic Roads. In this episode you’ll learn how to define the role of a customer experience professional, plus you’ll discover many tips and resources that you can use on your journey to becoming a great CX pro. Resources mentioned: Service Design Show (podcast). Why Service Design Thinking (podcast). This is HCD (podcast). General Assembly (course). Academy XI (course). Customer Experience Professionals Association This is Service Design Thinking (book), by Marc Stickdorn and Jakob Schneider. The Field Guide to Human-Centered Design (book), by IDEO. The Ultimate Question 2.0 (book), by Fred Reichheld and Rob Markey. Beyond the Ultimate Question (book), by Bob Hayes. Bulletproof Radio (podcast), with Dave Asprey. Influencers (podcast), by Jon Levy Closing the Delivery Gap (research), by Bain and Company Additional Resources: The Ten Principles Behind Great Customer Experiences (book), by Matt Watkinson. Outside In: The Power of Putting Customers at the Center of Your Business (book), by Harley Manning and Kerry Bodine. Gamestorming: A Playbook for Innovators, Rulebreakers, and Changemakers (book), by Dave Gray, Sunni Brown, and James Macanufo. Xplaner (website). Strategyzer (website). Service Design Tools (website). Key takeaways (starts at 30:35): Any CX initiative needs to be driven by th
Mon, May 28, 2018
What is Design Thinking? And how can you apply it right away! | Product Leader, Designer and Instructor, Milly Schmidt
Milly Schmidt is a product leader, UX designer, and instructor who helps companies integrate design thinking into their business. In this episode you’ll learn about the importance of design thinking, how it can help you make better decisions, and the five step process to help you apply design thinking to your organisation right away. Resources mentioned: The Design of Everyday Things (book), by Donald Norman, Design Thinking Bootcamp (course), by Stanford Sprint (book), by Jake Knapp from Google Ventures, User Experience Design (course), by General Assembly Service Design (course), by Academy XI Jared Spool Don't Make Me Think (book), by Steve Krug A List Apart Skills of the Modern Age Key takeaways (starts at 30:37): Design thinking is a scientific process to solve human problems Employ design thinking to gather evidence for decision making Where does the nexus of power lie in your organisation? Reframe the terminology you use to talk about customers. This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.
Mon, May 14, 2018
CX lessons from big pharma: "Educate, don't sell." | Parry Branding Group, President and Chief Branding Officer, Vince Parry
Vince Parry is a veteran of the healthcare industry and is the President and Chief Branding Officer of the Parry Branding Group. He’s an expert on building healthcare brands and in this interview shares his tips for building engaging brands that connect with customers on a deep, personal level. Resources mentioned: Identity Crisis (book), by Vince Parry Key takeaways (starts at 30:48): Ensure that your employees feel great as they’re part of the transaction Lead the customer journey with education Think about how you can have a series of conversations with your customers Listen to what your customers have to say This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.
Mon, April 30, 2018
What the heck is "brand citizenship" and why you need to care! | Do Good, Author, Anne Bahr Thompson
Anne Bahr Thompson is also the founder of the Brand Citizenship movement and the author of the book “Do Good”, which is designed to help leaders turn their brands into better corporate citizens. She is also a global brand strategist and founder of brand consultancy Onesixtyfourth. Prior to that, she was an Executive Director at Interbrand. In this episode, Anne shares her five-step process to successful Brand Citizenship, and we discuss how businesses can use these steps to build a better customer experience. Resources mentioned: Do Good (book), by Anne Bahr Thompson. Conversations with God (book), by Neale Walsch. The Trouble with Advertising (book), by John O’Toole. On Being (podcast) Radiolab (podcast) Key takeaways (starts at 43:21): Trust - Build trust with your customers and do what you say Enrichment - Figure out how you will provide enrichment to customers Responsibility - Be responsible with your own staff Community - A great community brings everyone together around your brand Contribution - Make people feel like they’re part of something bigger This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.
Mon, April 16, 2018
Four pitfalls to avoid when implementing a CX strategy | Customer Experience Designer, Robert Sørensen
Robert Sørensen is a customer experience designer who specialises in improving customer experiences in the service industry. He was previously a Customer Experience Manager at IAG and was a Customer Experience Designer at Australia’s National Broadband Network (NBN). In this episode, we discuss how to build a business case for CX projects and the four pitfalls to avoid when implementing a CX strategy. Key takeaways (starts at 39:30): Make sure you get quick wins when starting a CX initiative Put your CX strategy down on paper so everyone knows what it is Enable and empower people to deliver on your CX strategy Share the glory with the entire team This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.
Mon, April 02, 2018
The 7 things you must know to create a great company culture | The Power of Company Culture, Author, Chris Dyer
Chris Dyer is the founder and CEO of PeopleG2, a company that provides background checks and human capital intelligence. He’s also the author of a new book called "The Power of Company Culture: How Any Business Can Build a Culture That Improves Productivity, Performance and Profits". In this episode, we discuss how to change the culture in an organisation and why it's important to take staff along on the journey. Resources mentioned: The Power of Company Culture (book), by Chris Dyer. Turn the Ship Around! (book), by David Marquet. Daniel Pink’s Books Give and Take (book), by Adam Grant. Work Clean (book), by Dan Charnas. Work Rules (book), by Laszlo Bock. The Undoing Project (book), by Michael Lewis. 6Q (feedback software) Culture Amp (feedback software) Key takeaways (starts at 36:40): The key to cultural transformation is transparency Listen with the intention to understand Avoid survey hell. Make your staff check-ins short but regular. Find (fun) ways for different people to play the devil’s advocate Think about the state of mind of your staff when trying to take them on your journey This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.
Mon, March 19, 2018
How bots can delight customers | ABC News, Mobile Product Manager, Craig McCosker
Craig McCosker is a Mobile Product Manager for the Australian Broadcasting Corporation (ABC). Craig and his team are responsible for managing the ABC News Messenger Bot which has been used by hundreds of thousands of people. We speak with Craig about the process of designing through experimentation and discuss how the ABC has been able to adapt its news product for a new generation of mobile-savvy users. Resources mentioned: Sapiens: A Brief History of Humankind (book), by Yuval Noah Harari. Key takeaways (starts at 34:26): Delightful experiences can come from anywhere so be prepared to think outside the box. Look for opportunities to engage with customers and build a connection. Remember to test, measure, and learn when developing new initiatives. This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.
Mon, March 05, 2018
How a global charity improved CX using HCD (Human Centred Design) | World Vision, Chief Marketing Officer, Teresa Sperti
Teresa Sperti is the Chief Marketing Officer at World Vision , a charity known across the world for the support they bring in times of need. In this episode, we talk about how World Vision’s plans to keep the work they do relevant to customers on digital platforms. We also discuss the need for transparency with customers and how you keep customers engaged with the core mission of your business. Resources mentioned: Live, Lead, Learn (book), by Gail Kelly. Service Design: From Insight to implementation (book), by Andy Polaine, Lavrans Løvlie, and Ben Reason. Value Proposition Design (book), by Strategyzer. The Field Guide to Human Centered Design (book), by IDEO. Key takeaways (starts at 35:58): Use human-centred design (HCD) when thinking about your customer experience. Consider all the stakeholders involved in executing a campaign. Think about what parts of your business you want your customers to experience (backstage vs centre-stage). Don’t just invest in technology, invest in people and process. This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.
Mon, February 19, 2018
How a leading telco is using CX to compete with Netflix and Amazon | Optus, Head of Customer Experience, Charles Weiser
Charles Weiser is the Head of Customer Experience at Optus, one of Australia’s largest telecommunications companies. In this episode we discuss how Optus uses data to create a positive experience for customers. We also talk about service in the age of global internet giants like Netflix or Amazon, and how Optus is keeping pace to deliver experiences which align with customer expectations. Resources mentioned: The Road (book), by Cormac McCarthy The power of vulnerability (TED Talk), by Brené Brown. Key takeaways (starts at 39:31): Ensure that the executive team owns the customer experience Everyone is the Head of CX It’s worth investing in your CRM software See all problems as opportunities to delight a customer Small things can go a long way This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.
Mon, February 05, 2018
How to stay relevant in the age of the customer | Officeworks, Head of Customer Experience & eCommerce, David Pisker
David Pisker is the Head of Customer Experience & eCommerce at Officeworks, Australia’s leading office supplies retailer. In this episode, we discuss how Officeworks creates delightful experiences for customers in a retail environment and why they look outside their industry to find new innovations. We also talk about the role of the customer and how businesses can meet the needs of their users in a mobile world. Resources mentioned: Yammer (workplace communication tool) Luminoso (AI data analysis software) Breath (book), by Tim Winton. Sombrero Fallout (podcast), hosted by Ian Deeker Forth. Key takeaways (starts at 40:30): Watch for the shift from product to experience Are you giving the customer confidence? Take inspiration from anywhere Find a way to capture innovative ideas Close the feedback loop with customers This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.
Mon, January 22, 2018
Designing a delightful carpark | Impact, Traffic Engineer, Michael Gigliuto
Michael Gigliuto is an engineer with Impact, a leading traffic and transport engineering consultancy that designs transport experiences for their customers. In this episode, we discuss everyone's favourite topic—parking—and how the overall design of a carpark can change the customer experience. We also talk about how some of the best design decisions counterintuitively might not be appreciated by users. Resources mentioned: Urban maths: car park mayhem (research paper), published in Mathematics Today by A Townie. Key takeaways (starts at 22:39): Have key stakeholders come together at the start of a project Be careful of the incentives you give staff or customers Think outside of the box for the best outcome Think about all the roles a customer has in their journey This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.
Mon, January 08, 2018
The magic of Disney World | Walt Disney World, former Operating Area Manager, Dennis Snow
Dennis Snow is an author, speaker, trainer, and consultant who coaches some of the world's largest companies on customer experience. He honed his skills over a twenty-year career at Walt Disney World in which he grew from working on the front lines of some of the attractions to managing various operational functions. In this episode, we talk about how Walt Disney World is able to provide experiences which wow their customers. And we learn how Walt Disney World is able to bring all of their employees along on their customer experience journey, even if it means picking up trash. Resources mentioned: Lessons from the Mouse (book), by Dennis Snow. The Experience Economy (book), by Joseph Pine and James Gilmore. The image of Walt Disney picking up trash (image), which Dennis mentions during the show. First, Break All The Rules (book), by Marcus Buckingham. Twenty Thousand Hertz (podcast), hosted by Dallas Taylor. Key takeaways (starts at 45:12): Never let backstage come on-stage. Care about the details, as the small wins help build the entire experience. Be accountable to your principles. Hire people with a service mindset. This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.
Mon, December 25, 2017
Treat your customers like friends and your colleagues like family | Pigeonhole, Founder and Managing Director, Johann Kim
Johann Kim is the Founder and Managing Director of Pigeonhole, a series of quirky and designer-esque retail stores throughout Australia. We talk to him about how a retail business like Pigeonhole is able to deliver consistent customer experiences when they have so many different store formats. We also talk about culture and how Johann's passion for delivering amazing service permeates through the business and enables staff to develop relationships with their customers. Key takeaways (starts at 21:46): At its heart, customer experience is emotive; it's about how your customers feel . Create a positive internal culture by focusing on friendship and family values It's okay to break the rules sometimes if it keeps you enthusiastic and that resonates with customers. This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.
Mon, December 11, 2017
Key customer experience predictions from a CX Futurist | Customer Experience Futurist and Host of The Modern Customer Podcast, Blake Morgan
Blake Morgan is a Customer Experience Futurist, Keynote Speaker and Author of the new book ‘More Is More’. On this episode, we ask her: Why does customer experience actually matter? We talk about customer support and contact centres. And of course, we discuss the future of customer experience and how technology will impact how brands engage with their customers. Resources mentioned: More Is More (book), by Blake Morgan. Fresh Air (podcast), hosted by Terry Gross, by NPR. Thick Face, Black Heart (book), by Chin-Ning Chu. Key takeaways (starts at 27:07): Focus on the right metrics; the metrics which matter to the customer, not just the metrics which matter to the organisation. Make things easy for the customer Don’t make the customer repeat themselves This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.
Mon, November 27, 2017
What retailers can learn from nurses about emotional intelligence (EQ) | Australian College of Nursing (ACN), CEO, Kylie Ward
Kylie Ward is the CEO of the Australian College of Nursing. We go behind-the-scenes of the nursing world, and uncover what the role of a nurse actually is, how nurses impact patient outcomes and patient experiences, the ways nurses go above and beyond, and what a 10/10 healthcare experience looks like. There are plenty of takeaways from the nursing industry that we can apply to business generally. Resources mentioned: You Can Heal Your Life (book), by Louise Hay. The 7 Habits of Highly Effective People (book), by Stephen Covey. How to Win Friends & Influence People (book), by Dale Carnegie. Key takeaways (starts at 31:33): Include the customer/patient in handover processes so they feel involved. Manage uncertainty in emergency rooms by increasing communication and setting clear expectations. Promote the use of staff emotional intelligence (EQ) by building processes and tools to facilitate it. Find practical uses for big data by looking at trends and creating new processes to improve the customer’s experience. This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.
Mon, November 13, 2017
How Pandora jewellery turned a failing store into a $10M success story | Pandora, Managing Director (UK), Brien Winther
Brien Winther is the Managing Director of Pandora jewellery, in the UK. Previously, Brien was the President of Pandora Australia and New Zealand. Topic 1: How Pandora’s personalised bracelet charms helped build it into the successful brand that it is today. Topic 2: How Pandora manages the huge queues it receives every year in the lead up to Christmas and Valentine’s Day. Bonus topic: How Pandora turned a struggling retail store on Pitt St into a $10M success story. Key takeaways (starts at 30:39): Create ways for customers to build emotional connections with your product (like how Pandora’s charms capture ‘Unforgettable Moments’). Reduce the burden of queues by managing customer expectations and moving people through their unique journey quicker. People make the experience (not the product, price, policies or procedures). Practical empowerment of store managers, which leads to staff genuinely caring. This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.
Mon, October 30, 2017
Managing emotional rollercoasters and delighting customers in real estate | Raine & Horne, Managing Director (Neutral Bay), David Buttel
David Buttel is the Managing Director of Raine & Horne real estate, in Neutral Bay. There's a lot of discussion in the property market right now about housing affordability, real estate ethics and an ongoing debate over whether you can trust real estate agents. We spoke to one of Australia's best real estate agents to uncover how he delights his customers, regardless of the industry's reputation. Today, we reveal the secrets of how real estate agents get the best prices when selling properties. We learn why David is one of the top 100 real estate agents in Australia. And, we ask whether there are any conflicts of interest as a real estate agent when dealing with buyers and sellers. Key takeaways (starts at 26:10): Having real empathy for your customers Seeing the big picture view (i.e. customer lifetime value) "It's not what you say or what you do, it's how you make the customer feel." Have humility and do the dirty work (even when clients don't realise it) This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.
Mon, October 16, 2017
How to deliver consistent CX when you have thousands of employees | Country Road, General Manager of Brand and Customer Experience, Col Kennedy
Col Kennedy is the General Manager of Brand and Customer Experience at Country Road, which is a premium fashion and apparel retailer. Col has a wealth of experience from working at brands like Disney, Target and Cotton On. Topic 1: How to rethink your loyalty program to drive better relationships with customers. Topic 2: What does it take to manage a brand which has thousands of employees and still deliver consistent experiences? Resources mentioned: Start With Why (book), by Simon Sinek. Key takeaways (starts at 22:55): Start with the customer, not the loyalty program. Invest in internal communications Understand where your brand's positioning is going and remain in-sync with your customer's expectations This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.
Mon, October 02, 2017
What role should marketing play in designing customer experiences? | Monash University, Senior Marketing Lecturer, Peter Wagstaff
Peter Wagstaff is a Senior Lecturer and Marketing Academic at Monash University. We speak to Peter about customer experience in higher education. We ask the question: Who actually is a university's customer? We debate the reasons why bureaucratic organisations struggle to provide great experiences. And Peter shares a controversial opinion of why it's sometimes actually good to make a student's life difficult. Resources mentioned: The CX field-of-study is being driven by industry bodies like Gartner , Forrester , McKinsey , PwC and Harvard Business Review . The 4 Ps of goods marketing and the 7 Ps of services marketing "What people really desire are not products but satisfying experiences" (source: Abbott, 1955, Quality and Competition ). Education learning management systems (LMS) such as Moodle , Blackboard , etc. Trying Slack as an alternative tool for student interaction The Zone of Proximal Development (theory), by Lev Vygotsky. Key takeaways (starts at 27:52): Know who the customer is—that is the ultimate truth Find ways to exceed expectations The experience your customer has is partly beyond your control "What people really desire are not products but satisfying experiences" This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.
Mon, October 02, 2017
How to bring your 'brand purpose' to life with practical tools and tips | SumoSalad, Chief Customer Officer, Lawrence Mitchell
Lawrence Mitchell is the Chief Customer Officer at SumoSalad. SumoSalad is a quick service restaurant (QSR) with over 160 franchise locations across Australia. And as you'd expect for a brand like this, the in-store experience is paramount. Since we were speaking to one of Australia's only Chief Customer Officers, we asked Lawrence exactly what he does in his role. Not only that, but he also shares a great tip to ensure senior management knows whats going on at the customer level of your organisation. Resources mentioned: Conscious Capitalism (book), by John Mackey and Rajendra Sisodia. Testing WhatsApp to communicate in a visual way on mobile devices, provided that it's used for "positive sharing". The SumoSalad app ( iOS | Android ) has enabled busy professionals to order and collect much more quickly. Start With Why (book), by Simon Sinek. Key takeaways (starts at 31:51): The side-by-side program and spending time in-store learning from customers Knowing your Why and brand purpose Bringing buyer personas to life Getting the comms right by experimenting with communications channels This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.
Mon, October 02, 2017
"Companies that put customers first have it backwards ... employees come first." | BlackBerry, former Managing Director (ANZ), Ray Gillenwater
Ray Gillenwater is the Founder of SpeakUp, who are experts in employee engagement. We speak to Ray about how your employees can make a bigger impact on your customers than what you might think. Ray gives away some practical tips on how to use technology to delight customers. But before Ray started his company, he was the Managing Director of BlackBerry Australia and New Zealand. And we go behind the scenes to find out where it all went wrong. Resources mentioned: UserOnboard (website), by Samuel Hulick. Research by Gallup shows that only 13% of employees are actively engaged at work. What's worse is that 24% of employees are actively disengaged. Employees First, Customers Second (book), by Vineet Nayar. SpeakUp : employee-sourced problem solving and idea generation. Key takeaways (starts at 29:20): Customer experience is very emotional Focus on your employees first and your customers second You have to understand who your customer is UX is such an important part of CX This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.
Trailer · Mon, September 25, 2017
Trailer
We reveal the secrets of how great brands delight their customers. We speak to the CX Leaders behind brands like Pandora, Disney, Uber, SumoSalad, Country Road, Microsoft and many more! Delighting customers shouldn't be complicated, so we're on a mission to bring you jargon-free practical takeaways to help you build great customer experiences. Customer Experience Leaders launches in October 2017. This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.
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