Driving organizational change with customer feedback
Customer feedback is a powerful tool that can drive organizational change and ultimately lead to organic growth for a business.
#90: Ritz Carlton: Inside the Founder and Former President’s Customer-Centric Culture
Ritz Carlton is not just a brand. It’s a brand that sets the bar for customer experience. It was an…
#89: Salesforce’s Approach to Customer Success, AI, & CX
Salesforce.com is THE leader among their peers (11 straight years) in Customer Relationship Management solutions. Phil Nanus leads Salesforce’s Customer…
#88: How Bilt Uses 3-D Instructions to Enrich Lives
How Bilt Uses 3-D Instructions to Enrich Lives “…Bilt’s greatest usage by just sheer volume, happens literally on Christmas Eve…
Tracking customer referrals to achieve growth
Tracking customer referrals for growth is a crucial aspect of business success in today’s competitive marketplace. In a podcast transcript…
#87: Empathy-Driven Leadership
CX leaders are faced with one of the most difficult challenges in their organization. They have small teams and limited…
S2 | 86: The Power of Social Identity on CX with Professor Gary David
Gary David, PhD is a Professor of Sociology and Experience Design at Bentley University. Dr. David has been researching sociology…
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…