The CX Goalkeeper had a smart discussion with Jeff Sheehan
Jeff is a customer experience (CX) practitioner, CX author, and an active member of the global CX community. He is a passionate customer advocate whose work improves operational excellence and profitability, customer intimacy, and growth using pragmatic solutions built on the pillars of strategy, people, process, and technology.
He is the author of the book:
Customer Experience Management Field Manual: The Guide For Building Your Top Performing CX Program.
Jeff is an an Ambassador of the ECXO
In this episode you will learn:
- Some highlights on the ECXO
- The book “Customer Experience Management Field Manual” is stuctured in short chapters leveraging the experience of the same way on how field manuals from the military were created
- Writing a book is also an experience. Jeff leveraged beta readers from the outstanding CX community to improve his manuscript.
- The book is for everybody working in the CX field. It should stay on your desk as a reference for your daily jobs
… and much more
His book suggestion:
· The Best Service is No Service, 2008; B. Price, D. Jaffe
Jeff’s golden nugget:
Everyone has a book inside, which need to be written. Write your book, leave your legacy.
How to contact Jeff:
You can find the book here:
Thank you, Jeff!
Thank you European Customer Experience Organization (ECXO)
#customerexperience #leadership #cxgoalkeeper #exco
#cxtransformation #employeeexperience #CXO #CX #experiencedesign
