The importance of listening to customers authentically
In the podcast episode, Fred Reichheld discusses the importance of listening to customers authentically in order to gather honest and…
S1 | 85: The Science of Brand Love
What makes brands like Apple and Nike not just recognized, but truly loved. Dr. Ahuvia’s book, The Things We Love,…
S1 | 84: Leading Change by Leveraging Trust with Charles H. Green
In today’s fast-paced networked economy, professionals (especially CX pros) must work harder than ever to maintain and improve their business…
S1 | 83: Lessons from Taylor Swift About How to Create Superfans with Brittany Hodak
Lessons from Taylor Swift About How to Create Superfans with Brittany Hodak Have you ever wondered why some celebrities create…
Keeping customers as a primary focus
In the podcast interview featuring Fred Reicheld, the concept of “Center customer in purpose” is highlighted as a key theme…
S1 | 81: Strategies for making cx your growth engine
Jennifer Ashman is a CX thought leader and experience design expert. She has been in the field for over two…
S1 | 81: Strategies for making cx your growth engine
You’ve just been hired as the Chief Experience Officer to run a financial services firm. What are the keys to…
S1 | 80: Designing Experiences that drive loyalty
How can you design experiences to drive customer loyalty? Kevin Budelmann is an Experience Design expert, a professor at both…
S1 | 79: Lessons from an ER doctor w/Dr. Judy Wolfe, Associate Chief Experience Officer, Cleveland Clinic
Dr. Judy Wolfe, who still practices as an ER doctor, talks about the transformative power of patient experience in healthcare.…
S1 | 78: Three Keys to Driving Customer Advocates
Keith Ferguson brings his wealth of experience as an entrepreneur along with his career in academia (MSU and FSU) to…
S1 | 77: Joe Pine: The Origin of “Customer Experience,” The Experience Economy, and What’s Next
Joe Pine is on my Mount Rushmore of Customer Experience. He shares the exact moment, quite by accident, that the…
S1 | 76: Pink Zebra Moving: Differentiating on CX for Explosive Growth with CEO, Ron Holt
Pink Zebra Moving: Differentiating on CX for Explosive Growth with CEO, Ron Holt I can’t think of a better illustration…