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 incredible honor to host one of the icons in customer experience, Horst Schulze, the co-founder and former president of The…
#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 Success organization, a team of over 2000 employees. He shared invaluable…
#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 and early, early in the wee hours of Christmas morning. And, you know, parents and grandparents and aunts and uncles…
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 featuring Fred Reichheld, a renowned business strategist and author, the importance of measuring earned growth rate accurately was emphasized.
#87: Empathy-Driven Leadership
CX leaders are faced with one of the most difficult challenges in their organization. They have small teams and limited positional authority and therefore need the support of others to make progress. Patty Soltis, CCXP, shares her wisdom…
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 and its intersection with the business world for several decades. His findings challenge the status quo when it comes to…
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 constructive feedback. He explains that traditional methods of collecting customer data, such as surveys, may not always provide accurate insights…
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, explains the psychology behind brand love, and it has been named by Amazon as a “best business book.” He conducted…
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 skills and knowledge. But technical mastery of one’s discipline is not enough and that’s why Charles H. Green co-authored the…
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 a swarm of superfans that become lifelong advocates for them (and others, not so much)? My guest on this episode…
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 in his new book, “Winning on Purpose.” This concept emphasizes the importance of placing customers at the core of a…