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Customer Experience

The message is coming loud and clear. Customers want more! More respect, more choice, and more help!And they also want less! Less hassle, fewer procedures, less aggravation.They want a better experience every time they deal with you.Please join us to learn how to deliver that “more” and that "less" to your customers. Each week, trailblazing experts in Customer Experience will share what's new, what's exciting and what you can do to transform how your customers perceive you and your company.Interactive, provocative, test out new ideas, remember classic wisdom. Hear and be heard.Visit our blog at www.improvingcustomerexperience.com

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Episode 75 - Graham Kingma

Graham Kingma  is the founding Principal of Imagen Business Solutions.  Graham is a long-time customer experience advocate and someone who is passionate about leadership, customer measurement, operational excellence and social media.  From managing the strategic design and creation of customer operations for Grocery Gateway, Wind Mobile and The Shopping Channel to his forward-looking sales & customer experience strategy design work at TD Bank (both Canada & US), Graham brings a unique blend of start-up and corporate experience to this work. www.imagenbusinesssolutions.com


7 Nov 2012

Rank #1

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Episode 76 - Anna Elwood,Graeme Codrington,Dean van Leeuwen

We have a very special show for you today. I have invited back two previous guests, Dr. Graeme Codrington and Dean Van Leeuwen. With research and a shared passion for understanding how businesses become successful, Graeme and Dean founded TomorrowToday International, a company that is helping shape the future of work through appreciation for and strategizing of the multi-generational strengths that exist in today's workplace. And a new guest to our show is Anna Elwood, the Director of Operations at ZocDoc where she and her team focus on creating a best-in-class experience for ZocDoc patient and doctor users. ZocDoc was one of the 16 finalists in this year's Innovation Award at the CXPA Insights Exchange in San Diego.  Few will deny the existence of multi-generational differences in the workplace today. With Graeme and Dean's expertise and Anna's experience, we will explore together, just what it is that makes this youthful successful company what it is today.


10 Sep 2012

Rank #2

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Episode 74 - Lynne Waymon

Wonder how networking at it's best really works?  Lynne Waymon, the CEO of Contacts Count is our expert today.  For 20 years her international training and speaking firm has worked with people from all walks of life.  Today she'll give you tips on how to put the tools of networking to work in the service of business and career goals. You can find out more about her work at www.ContactsCount.com


12 Jul 2012

Rank #3

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Episode 73 - Suzanne Tulien

Discovering What Makes Your Brand Live in the Minds of Customers For 23 years, Suzanne has been passionately serving clients by creating corporate identity design solutions packaged with powerful strategic branding consulting and training. Her knowledge and experience has played a significant role in her clients’ successes. She has experience in industries such as Public Relations, Commercial Printing, Graphic Design, Marketing and Branding, Speaking and Training. Joining a progressive marketing and training firm, she helped design and facilitate marketing workshops across the U.S. for small business entrepreneurs. As creative project manager for a global consulting firm, she helped manage the acquisition of several other brands from the internal and external levels, including the comprehensive development of the official graphic standards manual. The turning point in Suzanne’s career in the creative communication arena came when she launched her own design firm in 2000, I.D. By Design. Within 3 years of designing powerful corporate identity systems Suzanne had a clarifying realization from listening to her clients’ real needs and growth objectives. They weren’t just looking for an icon to represent their brand – they were silently screaming for a way to establish and sustain their competitive advantage; long-term. As author of The 6 Myths of Small Business Branding e-book/workbook, she is helping to pave the evolutionary highway


6 Apr 2012

Rank #4

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Episode 69 - Bill Jensen

Harvard Business Review, CNBC and Fast Company have called Bill Jensen today’s foremost expert on work complexity and cutting through clutter to what really matters. He is an internationally-acclaimed speaker who is known for provocative ideas, extremely useful content, and his passion for making it easier for everyone to work smarter. He’s CEO of The Jensen Group, whose mission is: To make it easier to get stuff done. He has spent the past two decades studying business’s ability to design work. (Much of what he has found horrifies him.) Bill’s first book is called “Simplicity”, followed by “Simplicity Handbook: 32 Ways to Do Less and Accomplish More” and his latest book is called “Hacking Work”. All of which have become some of today’s most important business books.


2 Dec 2011

Rank #5