Byron Cannon is the CEO of LDK Seniors' Living, a business created with the aim of disrupting the aged-care industry by providing high-quality care in vibrant communities. As the Chief Executive Officer, he is responsible for the day-to-day management of the business, making decisions on all matters affecting operations, performance and strategy. In today's episode, Byron shares the secret of what makes LDK different.   Resources and links:  https://ldkhealthcare.com.au/ https://www.linkedin.com/in/byroncannon/    Connect with us:  Michael Momsen on LinkedIn   This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

Byron Cannon is the CEO of LDK Seniors' Living, a business created with the aim of disrupting the aged-care industry by providing high-quality care in vibrant communities. As the Chief Executive Officer, he is responsible for the day-to-day management of the business, making decisions on all matters affecting operations, performance and strategy. In today's episode, Byron shares the secret of what makes LDK different. Resources and links: <ul> <li><a href="https://ldkhealthcare.com.au/" rel="nofollow" target="_blank">https://ldkhealthcare.com.au/</a></li> <li><a href="https://www.linkedin.com/in/byroncannon/" rel="nofollow" target="_blank">https://www.linkedin.com/in/byroncannon/</a></li> </ul> Connect with us: <ul> <li><a href="https://www.linkedin.com/in/michaelmomsen/" rel="nofollow" target="_blank">Michael Momsen on LinkedIn</a></li> </ul> This show is produced in collaboration with Wavelength Creative. Visit <a href="https://wavelengthcreative.com/?utm_source=show-notes&amp;utm_medium=referral&amp;utm_content=rss-feed-footer" rel="nofollow" target="_blank">wavelengthcreative.com</a> for more information.

A radically different approach to the aged-care sector

Jeff Sells is the Executive General Manager of Retail Pharmacy for Sigma Healthcare, a leading network of independent and franchised pharmacies and healthcare providers across Australia. In this episode, Jeff unpacks how Sigma Healthcare manages their brands across two main value propositions: price/range and service/value; and how they navigate running a B2B organisation while still emphasising their B2C side. He also discusses the impacts of the pandemic on the pharmacy industry.   Connect with us:  Michael Momsen on LinkedIn   This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

Jeff Sells is the Executive General Manager of Retail Pharmacy for Sigma Healthcare, a leading network of independent and franchised pharmacies and healthcare providers across Australia. In this episode, Jeff unpacks how Sigma Healthcare manages their brands across two main value propositions: price/range and service/value; and how they navigate running a B2B organisation while still emphasising their B2C side. He also discusses the impacts of the pandemic on the pharmacy industry. Connect with us: <ul> <li><a href="https://www.linkedin.com/in/michaelmomsen/" rel="nofollow" target="_blank">Michael Momsen on LinkedIn</a></li> </ul> This show is produced in collaboration with Wavelength Creative. Visit <a href="https://wavelengthcreative.com/?utm_source=show-notes&amp;utm_medium=referral&amp;utm_content=rss-feed-footer" rel="nofollow" target="_blank">wavelengthcreative.com</a> for more information.

How Australia's leading pharmacy chain manages CX

Alana Parker is the Chief Marketing Officer at the Royal Freemasons'​ Benevolent Institution (RFBI). Alana is an experienced marketing and communications professional with over 20 years' experience, spanning both the for-profit and not-for-profit sectors. In this episode, she shares the insights she's gained working in the aged care sector, how to work with your customers to change their perceptions, and how the aged care sector is dealing with the pandemic.   Connect with us:  Michael Momsen on LinkedIn   This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

Alana Parker is the Chief Marketing Officer at the Royal Freemasons'​ Benevolent Institution (RFBI). Alana is an experienced marketing and communications professional with over 20 years' experience, spanning both the for-profit and not-for-profit sectors. In this episode, she shares the insights she's gained working in the aged care sector, how to work with your customers to change their perceptions, and how the aged care sector is dealing with the pandemic. Connect with us: <ul> <li><a href="https://www.linkedin.com/in/michaelmomsen/" rel="nofollow" target="_blank">Michael Momsen on LinkedIn</a></li> </ul> This show is produced in collaboration with Wavelength Creative. Visit <a href="https://wavelengthcreative.com/?utm_source=show-notes&amp;utm_medium=referral&amp;utm_content=rss-feed-footer" rel="nofollow" target="_blank">wavelengthcreative.com</a> for more information.

What you can learn about CX from the aged care sector

Rosemary Martin is the Chief Customer Officer for Flybuys, the most popular customer rewards programme in Australia. In this interview, Rosemary discusses valuable customer insights Flybuys has gained throughout their twenty-five years of existence, and how the customer experience and the features Flybuys offers have changed during the pandemic.   Connect with us:  Michael Momsen on LinkedIn   This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

Rosemary Martin is the Chief Customer Officer for Flybuys, the most popular customer rewards programme in Australia. In this interview, Rosemary discusses valuable customer insights Flybuys has gained throughout their twenty-five years of existence, and how the customer experience and the features Flybuys offers have changed during the pandemic. Connect with us: <ul> <li><a href="https://www.linkedin.com/in/michaelmomsen/" rel="nofollow" target="_blank">Michael Momsen on LinkedIn</a></li> </ul> This show is produced in collaboration with Wavelength Creative. Visit <a href="https://wavelengthcreative.com/?utm_source=show-notes&amp;utm_medium=referral&amp;utm_content=rss-feed-footer" rel="nofollow" target="_blank">wavelengthcreative.com</a> for more information.

The secrets behind Flybuys' 25 years of success

Ryan Baker is the General Manager of Operations at Bunnings and a retail professional with 15 years of experience driving high performing teams. He's been working with Bunnings since he was twenty and has now been with the company for almost nineteen years. After working his way through various roles, he now looks after all the stores in Australia. In this episode, he discusses how Bunnings maintains a connection to their local community by allowing individual stores to create their own set of values, and how they manage to have a staff retention rate of 90%.   Connect with us:  Michael Momsen on LinkedIn   This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

Ryan Baker is the General Manager of Operations at Bunnings and a retail professional with 15 years of experience driving high performing teams. He's been working with Bunnings since he was twenty and has now been with the company for almost nineteen years. After working his way through various roles, he now looks after all the stores in Australia. In this episode, he discusses how Bunnings maintains a connection to their local community by allowing individual stores to create their own set of values, and how they manage to have a staff retention rate of 90%. Connect with us: <ul> <li><a href="https://www.linkedin.com/in/michaelmomsen/" rel="nofollow" target="_blank">Michael Momsen on LinkedIn</a></li> </ul> This show is produced in collaboration with Wavelength Creative. Visit <a href="https://wavelengthcreative.com/?utm_source=show-notes&amp;utm_medium=referral&amp;utm_content=rss-feed-footer" rel="nofollow" target="_blank">wavelengthcreative.com</a> for more information.

How Bunnings maintains a 90% staff retention rate

Andrew Durack is the Marketing Manager for St Ives, a leading retirement living operator in Western Australia. Rather than comparing themselves to competitors, Andrew has looked to the lives being led by their residents for his marketing inspiration. The first thing you’ll learn in this episode is that retirement living and aged care are very different things. Retirement village residents prize their independence and autonomy, so customer experience must walk a tight-rope between being invisible and discrete, and still providing timely service. Listen in to learn how resident referrals have become their most important marketing channel, and many other CX fundamentals you can learn from this industry’s unique challenges.   Resources mentioned:  Bhutan’s gross national happiness index    Connect with us:  Michael Momsen on LinkedIn   This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

Andrew Durack is the Marketing Manager for St Ives, a leading retirement living operator in Western Australia. Rather than comparing themselves to competitors, Andrew has looked to the lives being led by their residents for his marketing inspiration. The first thing you’ll learn in this episode is that retirement living and aged care are very different things. Retirement village residents prize their independence and autonomy, so customer experience must walk a tight-rope between being invisible and discrete, and still providing timely service. Listen in to learn how resident referrals have become their most important marketing channel, and many other CX fundamentals you can learn from this industry’s unique challenges. Resources mentioned: <ul> <li><a href="https://www.theguardian.com/world/2012/dec/01/bhutan-wealth-happiness-counts" rel="nofollow" target="_blank">Bhutan’s gross national happiness index</a></li> </ul> Connect with us: <ul> <li><a href="https://www.linkedin.com/in/michaelmomsen/" rel="nofollow" target="_blank">Michael Momsen on LinkedIn</a></li> </ul> This show is produced in collaboration with Wavelength Creative. Visit <a href="https://wavelengthcreative.com/?utm_source=show-notes&amp;utm_medium=referral&amp;utm_content=rss-feed-footer" rel="nofollow" target="_blank">wavelengthcreative.com</a> for more information.

Turning your customers into your greatest marketing asset

Front

Emma Brady is the Customer Experience Manager at Lush Cosmetics, a brand known for their customer service excellence. Recently, Lush won an award for Customer Experience Innovation of the Year (2018). In this episode, Emma walks us through the difference between customer service and customer experience, and shows how great experience design is about understanding customer needs and expectations. We also talk about the tension between decentralisation and consistency, and how Lush transformed their business by giving radical empowerment over store management to their front-line teams.   Resources mentioned:  The CX Accelerator online community The Power of Habit (book), by Charles Duhigg    Connect with us:  Michael Momsen on LinkedIn   This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

Emma Brady is the Customer Experience Manager at Lush Cosmetics, a brand known for their customer service excellence. Recently, Lush won an award for Customer Experience Innovation of the Year (2018). In this episode, Emma walks us through the difference between customer service and customer experience, and shows how great experience design is about understanding customer needs and expectations. We also talk about the tension between decentralisation and consistency, and how Lush transformed their business by giving radical empowerment over store management to their front-line teams. Resources mentioned: <ul> <li><a href="https://www.cxaccelerator.com/community" rel="nofollow" target="_blank">The CX Accelerator online community</a></li> <li><a href="https://www.amazon.com.au/Power-Habit-What-Life-Business/dp/081298160X" rel="nofollow" target="_blank">The Power of Habit</a> (book), by Charles Duhigg</li> </ul> Connect with us: <ul> <li><a href="https://www.linkedin.com/in/michaelmomsen/" rel="nofollow" target="_blank">Michael Momsen on LinkedIn</a></li> </ul> This show is produced in collaboration with Wavelength Creative. Visit <a href="https://wavelengthcreative.com/?utm_source=show-notes&amp;utm_medium=referral&amp;utm_content=rss-feed-footer" rel="nofollow" target="_blank">wavelengthcreative.com</a> for more information.

Why Lush radically empowered their front-line teams

A few special announcements for Customer Experience Leaders in 2020.   Resources mentioned:   Michael Momsen (LinkedIn) Adam Jaffrey (LinkedIn)    This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

A few special announcements for Customer Experience Leaders in 2020. Resources mentioned:  <ul> <li><a href="https://itunes.apple.com/au/podcast/anecdotally-speaking/id1336755633?mt=2" rel="nofollow" target="_blank"></a><a href="https://www.linkedin.com/in/michaelmomsen" rel="nofollow" target="_blank">Michael Momsen</a> (LinkedIn)</li> <li><a href="https://www.linkedin.com/in/adamjaffrey" rel="nofollow" target="_blank">Adam Jaffrey</a> (LinkedIn)</li> </ul> <ol></ol> This show is produced in collaboration with Wavelength Creative. Visit <a href="https://wavelengthcreative.com/?utm_source=show-notes&amp;utm_medium=referral&amp;utm_content=rss-feed-footer" rel="nofollow" target="_blank">wavelengthcreative.com</a> for more information.

BONUS: We're back for 2020 with some special announcements

Bruce Dobson is the Director Customer Experience and Business Transformation at the City of Boroondara. He is leading a revolutionary $129M customer experience and business transformation strategy at this local government. This transformation will reconstruct every customer touchpoint and operation over a 15 year period to truly focus on customer centricity. And on this episode, Bruce walks us through the $129M program in detail, the challenges they've had implementing it so far, and how they plan to return $182M in savings as a result of implementing the business case.   Resources mentioned:   Leadership books by Patrick Lencioni (author) The Boroondara Customer First Program — overview (article) The Boroondara Customer First Program — business case (document) Michael Momsen (LinkedIn) Adam Jaffrey (LinkedIn)    Key takeaways (starts at 33:40):  Have a clear vision and executive buy-in Have a plan and take ACTION! Don't be afraid to work with external experts Sell the ROI with a robust business case   This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

Bruce Dobson is the Director Customer Experience and Business Transformation at the City of Boroondara. He is leading a revolutionary $129M customer experience and business transformation strategy at this local government. This transformation will reconstruct every customer touchpoint and operation over a 15 year period to truly focus on customer centricity. And on this episode, Bruce walks us through the $129M program in detail, the challenges they've had implementing it so far, and how they plan to return $182M in savings as a result of implementing the business case. Resources mentioned:  <ul> <li>Leadership books by <a href="https://www.amazon.com.au/s?i=stripbooks&amp;rh=p_27%3APatrick+M.+Lencioni" rel="nofollow" target="_blank">Patrick Lencioni</a> (author)</li> <li><a href="https://www.boroondara.vic.gov.au/about-council/council-administration/council-plan-and-budget/major-projects-proposed-budget-2019-20/boroondara-customer-first-program" rel="nofollow" target="_blank">The Boroondara Customer First Program — overview</a> (article)</li> <li><a href="https://www.boroondara.vic.gov.au/sites/default/files/2019-04/boroondara-customer-first-program-business-case.pdf" rel="nofollow" target="_blank">The Boroondara Customer First Program — business case</a> (document)</li> <li><a href="https://itunes.apple.com/au/podcast/anecdotally-speaking/id1336755633?mt=2" rel="nofollow" target="_blank"></a><a href="https://www.linkedin.com/in/michaelmomsen" rel="nofollow" target="_blank">Michael Momsen</a> (LinkedIn)</li> <li><a href="https://www.linkedin.com/in/adamjaffrey" rel="nofollow" target="_blank">Adam Jaffrey</a> (LinkedIn)</li> </ul> Key takeaways (starts at 33:40): <ol> <li>Have a clear vision and executive buy-in</li> <li>Have a plan and take ACTION!</li> <li>Don't be afraid to work with external experts</li> <li>Sell the ROI with a robust business case</li> </ol> This show is produced in collaboration with Wavelength Creative. Visit <a href="https://wavelengthcreative.com/?utm_source=show-notes&amp;utm_medium=referral&amp;utm_content=rss-feed-footer" rel="nofollow" target="_blank">wavelengthcreative.com</a> for more information.

How to spend $129M on customer experience transformation

Jon Dick is the Vice President of Marketing at HubSpot, a leading marketing software company who are focused on customer centricity. They've led the industry for years and essentially invented the inbound marketing methodology. In this episode, Jon tells us why HubSpot killed the traditional sales funnel and replaced it with their flywheel model. We also discuss how the most successful brands aren't focusing on tech disruption, but instead are leading with "Experience Disruption".   Resources mentioned:   The Ride of a Lifetime (book), by Robert Iger. Daemon (book), by Daniel Suarez. Michael Momsen (LinkedIn) Adam Jaffrey (LinkedIn)    Additional resources:  How the Flywheel Killed HubSpot's Funnel (article) The Definition of Smarketing (article) The Customer Experience Flywheel (article)    Key takeaways (starts at 40:30):  It's not about tech disruption, it's about "Experience Disruption". To be customer-centric, take a "SMervices" mindset. To get started, begin by implement new metrics. Be obsessive about removing friction   This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

Jon Dick is the Vice President of Marketing at HubSpot, a leading marketing software company who are focused on customer centricity. They've led the industry for years and essentially invented the inbound marketing methodology. In this episode, Jon tells us why HubSpot killed the traditional sales funnel and replaced it with their flywheel model. We also discuss how the most successful brands aren't focusing on tech disruption, but instead are leading with "Experience Disruption". Resources mentioned:  <ul> <li><a href="https://www.amazon.com.au/dp/0593170989/" rel="nofollow" target="_blank">The Ride of a Lifetime</a> (book), by Robert Iger.</li> <li><a href="https://www.amazon.com.au/dp/0451228731" rel="nofollow" target="_blank">Daemon</a> (book), by Daniel Suarez.</li> <li><a href="https://itunes.apple.com/au/podcast/anecdotally-speaking/id1336755633?mt=2" rel="nofollow" target="_blank"></a><a href="https://www.linkedin.com/in/michaelmomsen" rel="nofollow" target="_blank">Michael Momsen</a> (LinkedIn)</li> <li><a href="https://www.linkedin.com/in/adamjaffrey" rel="nofollow" target="_blank">Adam Jaffrey</a> (LinkedIn)</li> </ul> Additional resources: <ul> <li><a href="https://blog.hubspot.com/marketing/our-flywheel" rel="nofollow" target="_blank">How the Flywheel Killed HubSpot's Funnel</a> (article)</li> <li><a href="https://blog.hubspot.com/marketing/definition-smarketing-under-100-words" rel="nofollow" target="_blank">The Definition of Smarketing</a> (article)</li> <li><a href="https://rateitapp.com/blog/40-lessons-learned-from-40-of-the-worlds-top-cx-leaders/" rel="nofollow" target="_blank">The Customer Experience Flywheel</a> (article)</li> </ul> Key takeaways (starts at 40:30): <ol> <li>It's not about tech disruption, it's about "Experience Disruption".</li> <li>To be customer-centric, take a "SMervices" mindset.</li> <li>To get started, begin by implement new metrics.</li> <li>Be obsessive about removing friction</li> </ol> This show is produced in collaboration with Wavelength Creative. Visit <a href="https://wavelengthcreative.com/?utm_source=show-notes&amp;utm_medium=referral&amp;utm_content=rss-feed-footer" rel="nofollow" target="_blank">wavelengthcreative.com</a> for more information.

Why HubSpot killed the sales funnel

We reveal the secrets of how great brands delight their customers. Forget the fluff and industry jargon ... this show is jam-packed with useful CX tips, insights and practical advice from leading brands. Join us as we go behind-the-scenes to discover how brands like Disney, Pandora, Optus and Country Road build experiences customers love. Produced by RateIt — the market leader in 'on the spot'​ customer feedback.

The variety and depth of these podcasts make this a must subscribe and listen.

A must listen

Good show and solid CX advice from experienced pros

Customer Experience insights are valuable

We reveal the secrets of how great brands delight their customers. Forget the fluff and industry jargon ... this show is jam-packed with useful CX tips, insights and practical advice from leading brands. Join us as we go behind-the-scenes to discover how brands like Disney, Pandora, Optus and Country Road build experiences customers love. Produced by RateIt — the market leader in 'on the spot'​ customer feedback.

Customer Experience Leaders

Dennis Snow is an author, speaker, trainer, and consultant who coaches some of the world's largest companies on customer experience. He honed his skills over a twenty-year career at Walt Disney World in which he grew from working on the front lines of some of the attractions to managing various operational functions. In this episode, we talk about how Walt Disney World is able to provide experiences which wow their customers. And we learn how Walt Disney World is able to bring all of their employees along on their customer experience journey, even if it means picking up trash.   Resources mentioned:  Lessons from the Mouse (book), by Dennis Snow. The Experience Economy (book), by Joseph Pine and James Gilmore. The image of Walt Disney picking up trash (image), which Dennis mentions during the show. First, Break All The Rules (book), by Marcus Buckingham. Twenty Thousand Hertz (podcast), hosted by Dallas Taylor.    Key takeaways (starts at 45:12):  Never let backstage come on-stage. Care about the details, as the small wins help build the entire experience. Be accountable to your principles. Hire people with a service mindset.   This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

Dennis Snow is an author, speaker, trainer, and consultant who coaches some of the world's largest companies on customer experience. He honed his skills over a twenty-year career at Walt Disney World in which he grew from working on the front lines of some of the attractions to managing various operational functions. In this episode, we talk about how Walt Disney World is able to provide experiences which wow their customers. And we learn how Walt Disney World is able to bring all of their employees along on their customer experience journey, even if it means picking up trash. Resources mentioned: <ul> <li><a href="https://www.amazon.com/Lessons-Mouse-Applying-Secrets-Organization/dp/0615372414" rel="nofollow" target="_blank">Lessons from the Mouse</a> (book), by Dennis Snow.</li> <li><a href="https://www.amazon.com/Experience-Economy-Updated-Joseph-Pine/dp/1422161978" rel="nofollow" target="_blank">The Experience Economy</a> (book), by Joseph Pine and James Gilmore.</li> <li><a href="https://imgur.com/a/a04NL" rel="nofollow" target="_blank">The image of Walt Disney picking up trash</a> (image), which Dennis mentions during the show.</li> <li><a href="https://www.amazon.com/First-Break-All-Rules-Differently/dp/1595621113" rel="nofollow" target="_blank">First, Break All The Rules</a> (book), by Marcus Buckingham.</li> <li><a href="https://www.20k.org/episodes/disneyparks" rel="nofollow" target="_blank">Twenty Thousand Hertz</a> (podcast), hosted by Dallas Taylor.</li> </ul> Key takeaways (starts at 45:12): <ul> <li>Never let backstage come on-stage.</li> <li>Care about the details, as the small wins help build the entire experience.</li> <li>Be accountable to your principles.</li> <li>Hire people with a service mindset.</li> </ul> This show is produced in collaboration with Wavelength Creative. Visit <a href="https://wavelengthcreative.com/?utm_source=show-notes&amp;utm_medium=referral&amp;utm_content=rss-feed-footer" rel="nofollow" target="_blank">wavelengthcreative.com</a> for more information.

The magic of Disney World | Walt Disney World, former Operating Area Manager, Dennis Snow

Annette Franz

Annette Franz is the Founder and CEO of CX Journey and is a highly respected customer experience consultant. In this episode you’ll learn about the importance of the customer journey map, how to get started with designing your own, and also some practical tips to make the most of your journey mapping experience.   Resources mentioned:   Everybody Matters (book), by Bob Chapman AirBNB’s 10 Star Experience (article) CX Journey (website), by Annette Franz Designing CX (website)    Key takeaways (starts at 28:44):  Journey Maps are easier than you think, so just get started. Customers will give you the deepest insights Journey maps are one tool in the CX toolkit Digitise and display your journey map so staff can see it. If nothing changes, nothing changes.   This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

Annette Franz is the Founder and CEO of CX Journey and is a highly respected customer experience consultant. In this episode you’ll learn about the importance of the customer journey map, how to get started with designing your own, and also some practical tips to make the most of your journey mapping experience. Resources mentioned: <ul> <li>Everybody Matters (book), by Bob Chapman</li> <li><a href="https://medium.com/founder-playbook/brian-cheskys-7-star-design-principal-8f62b4cf0f96" rel="nofollow" target="_blank">AirBNB’s 10 Star Experience</a> (article)</li> <li><a href="https://www.cx-journey.com" rel="nofollow" target="_blank">CX Journey</a> (website), by Annette Franz</li> <li><a href="http://designingcx.com/" rel="nofollow" target="_blank">Designing CX</a> (website)</li> </ul> Key takeaways (starts at 28:44): <ol> <li>Journey Maps are easier than you think, so just get started.</li> <li>Customers will give you the deepest insights</li> <li>Journey maps are one tool in the CX toolkit</li> <li>Digitise and display your journey map so staff can see it.</li> <li>If nothing changes, nothing changes.</li> </ol> This show is produced in collaboration with Wavelength Creative. Visit <a href="https://wavelengthcreative.com/?utm_source=show-notes&amp;utm_medium=referral&amp;utm_content=rss-feed-footer" rel="nofollow" target="_blank">wavelengthcreative.com</a> for more information.

How to create a customer journey map in 6 steps | CX Journey, Founder and CEO, Annette Franz

Janine Pawson

LEAD

Janine Pawson is a Senior CX Design Lead at Australia’s NBN Co. She’s an expert at creating service blueprints to help companies understand the interactions they have with their customers. In this episode you’ll learn about the importance of a service blueprint, how it fits into the arsenal of a great CX pro, and how to actually create one for your business.   Resources mentioned:   Mapping Experiences (book), by James Kalbach Realtime Board (example) Learning Space Toolkit (example) Service Blueprint (Wikipedia) Nielsen Norman Group (definition)    Key takeaways (starts at 26:43):  Learning from in person workshops is valuable. Don’t interview people for a service blueprint, involve them in the creation process. You don’t need to be an expert, start mapping a service blueprint out on paper. Use visual displays to make information easier to digest. Service blueprints can help you build empathy around the customer experience.   This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

Janine Pawson is a Senior CX Design Lead at Australia’s NBN Co. She’s an expert at creating service blueprints to help companies understand the interactions they have with their customers. In this episode you’ll learn about the importance of a service blueprint, how it fits into the arsenal of a great CX pro, and how to actually create one for your business. Resources mentioned: <ul> <li><a href="https://www.amazon.com/Mapping-Experiences-Complete-Creating-Blueprints/dp/1491923539" rel="nofollow" target="_blank">Mapping Experiences</a> (book), by James Kalbach</li> <li><a href="https://realtimeboard.com/examples/service-blueprint/" rel="nofollow" target="_blank">Realtime Board</a> (example)</li> <li><a href="https://learningspacetoolkit.org/services-and-support/service-blueprint/index.html" rel="nofollow" target="_blank">Learning Space Toolkit</a> (example)</li> <li><a href="https://en.wikipedia.org/wiki/Service_blueprint" rel="nofollow" target="_blank">Service Blueprint</a> (Wikipedia)</li> <li><a href="https://www.nngroup.com/articles/service-blueprints-definition/" rel="nofollow" target="_blank">Nielsen Norman Group</a> (definition)</li> </ul> Key takeaways (starts at 26:43): <ol> <li>Learning from in person workshops is valuable.</li> <li>Don’t interview people for a service blueprint, involve them in the creation process.</li> <li>You don’t need to be an expert, start mapping a service blueprint out on paper.</li> <li>Use visual displays to make information easier to digest.</li> <li>Service blueprints can help you build empathy around the customer experience.</li> </ol> This show is produced in collaboration with Wavelength Creative. Visit <a href="https://wavelengthcreative.com/?utm_source=show-notes&amp;utm_medium=referral&amp;utm_content=rss-feed-footer" rel="nofollow" target="_blank">wavelengthcreative.com</a> for more information.

Service blueprints: the document to end all CX nightmares! | NBN Co, Senior CX Design Lead, Janine Pawson

Joe Picco

Joe Picco is the Director of Guest Services at The Madison Square Garden Company, an organisation that runs a collection of iconic venues such as Madison Square Garden. Joe and his team are responsible for making sure up to 20,000 people have a great experience each and every time they visit. In this episode Joe shares the secrets behind the Madison Square Garden playbook and why the company focuses on delivering personal experiences to every one of their guests.   Resources mentioned:   Excellent Wins (book), by Horst Schulze Michael Momsen (LinkedIn) Adam Jaffrey (LinkedIn)    Key takeaways (starts at 23:05):  The details matter. "What's your bottle cap?" Use feedback to take immediate action. You can make the very big, very personal. Handle service recovery in the moment. Make sure you can influence the key moments that affect customer experience.   This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

Joe Picco is the Director of Guest Services at <a href="https://www.themadisonsquaregardencompany.com/" rel="nofollow" target="_blank">The Madison Square Garden Company</a>, an organisation that runs a collection of iconic venues such as Madison Square Garden. Joe and his team are responsible for making sure up to 20,000 people have a great experience each and every time they visit. In this episode Joe shares the secrets behind the Madison Square Garden playbook and why the company focuses on delivering personal experiences to every one of their guests. Resources mentioned: <ul> <li><a href="https://www.amazon.com/Excellence-Wins-No-Nonsense-Becoming-Compromise-ebook/dp/B07DXGL7VQ" rel="nofollow" target="_blank">Excellent Wins</a> (book), by Horst Schulze</li> <li><a href="https://www.linkedin.com/in/michaelmomsen" rel="nofollow" target="_blank">Michael Momsen</a> (LinkedIn)</li> <li><a href="https://www.linkedin.com/in/adamjaffrey" rel="nofollow" target="_blank">Adam Jaffrey</a> (LinkedIn)</li> </ul> Key takeaways (starts at 23:05): <ol> <li>The details matter. "What's your bottle cap?"</li> <li>Use feedback to take immediate action.</li> <li>You can make the very big, very personal.</li> <li>Handle service recovery in the moment.</li> <li>Make sure you can influence the key moments that affect customer experience.</li> </ol> This show is produced in collaboration with Wavelength Creative. Visit <a href="https://wavelengthcreative.com/?utm_source=show-notes&amp;utm_medium=referral&amp;utm_content=rss-feed-footer" rel="nofollow" target="_blank">wavelengthcreative.com</a> for more information.

How to deliver 20,000 personal experiences every day | Madison Square Garden, Director of Guest Services, Joe Picco

Shawn Callahan is the Founder of Anecdote, an agency focused on business storytelling. In this episode, Shawn shares the 4 essential elements of telling an effective story. We also discuss how storytelling can help improve internal culture and how to use storytelling to improve your sales process and customer experience.   Resources mentioned:   Annie’s Box (book), by Randal Keynes. Anecdotally Speaking (podcast), by Shawn Callahan &amp; Mark Schenk. Michael Momsen (LinkedIn) Adam Jaffrey (LinkedIn)    Key takeaways (starts at 41:36):  Storytelling is a critical element of CX Tell your stories using the 4 elements framework Encourage customer stories on the front-line Look for great examples rather than great stories Build out your story bank   This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

Shawn Callahan is the Founder of Anecdote, an agency focused on business storytelling. In this episode, Shawn shares the 4 essential elements of telling an effective story. We also discuss how storytelling can help improve internal culture and how to use storytelling to improve your sales process and customer experience. Resources mentioned:  <ul> <li><a href="https://www.amazon.com.au/Annies-Box-Charles-Daughter-Evolution/dp/1841150606" rel="nofollow" target="_blank">Annie’s Box</a> (book), by Randal Keynes.</li> <li><a href="https://itunes.apple.com/au/podcast/anecdotally-speaking/id1336755633?mt=2" rel="nofollow" target="_blank">Anecdotally Speaking</a> (podcast), by Shawn Callahan &amp; Mark Schenk.</li> <li><a href="https://www.linkedin.com/in/michaelmomsen" rel="nofollow" target="_blank">Michael Momsen</a> (LinkedIn)</li> <li><a href="https://www.linkedin.com/in/adamjaffrey" rel="nofollow" target="_blank">Adam Jaffrey</a> (LinkedIn)</li> </ul> Key takeaways (starts at 41:36): <ol> <li>Storytelling is a critical element of CX</li> <li>Tell your stories using the 4 elements framework</li> <li>Encourage customer stories on the front-line</li> <li>Look for great examples rather than great stories</li> <li>Build out your story bank</li> </ol> This show is produced in collaboration with Wavelength Creative. Visit <a href="https://wavelengthcreative.com/?utm_source=show-notes&amp;utm_medium=referral&amp;utm_content=rss-feed-footer" rel="nofollow" target="_blank">wavelengthcreative.com</a> for more information.

Your 101 guide to STORYTELLING in business

Blake Morgan

Blake Morgan is a Customer Experience Futurist, Keynote Speaker and Author of the new book ‘More Is More’. On this episode, we ask her: Why does customer experience actually matter? We talk about customer support and contact centres. And of course, we discuss the future of customer experience and how technology will impact how brands engage with their customers.   Resources mentioned:  More Is More (book), by Blake Morgan. Fresh Air (podcast), hosted by Terry Gross, by NPR. Thick Face, Black Heart (book), by Chin-Ning Chu.    Key takeaways (starts at 27:07):  Focus on the right metrics; the metrics which matter to the customer, not just the metrics which matter to the organisation. Make things easy for the customer Don’t make the customer repeat themselves   This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

Blake Morgan is a Customer Experience Futurist, Keynote Speaker and Author of the new book ‘More Is More’. On this episode, we ask her: Why does customer experience actually matter? We talk about customer support and contact centres. And of course, we discuss the future of customer experience and how technology will impact how brands engage with their customers. Resources mentioned: <ul> <li><a href="https://www.amazon.com/dp/B072DTQ721/" rel="nofollow" target="_blank">More Is More</a> (book), by Blake Morgan.</li> <li><a href="https://itunes.apple.com/us/podcast/fresh-air/id214089682?mt=2" rel="nofollow" target="_blank">Fresh Air</a> (podcast), hosted by Terry Gross, by NPR.</li> <li><a href="https://www.amazon.com/dp/B0033WPCRI/" rel="nofollow" target="_blank">Thick Face, Black Heart</a> (book), by Chin-Ning Chu.</li> </ul> Key takeaways (starts at 27:07): <ol> <li>Focus on the right metrics; the metrics which matter to the customer, not just the metrics which matter to the organisation.</li> <li>Make things easy for the customer</li> <li>Don’t make the customer repeat themselves</li> </ol> This show is produced in collaboration with Wavelength Creative. Visit <a href="https://wavelengthcreative.com/?utm_source=show-notes&amp;utm_medium=referral&amp;utm_content=rss-feed-footer" rel="nofollow" target="_blank">wavelengthcreative.com</a> for more information.

Key customer experience predictions from a CX Futurist | Customer Experience Futurist and Host of The Modern Customer Podcast, Blake Morgan

Robert Sørensen

Robert Sørensen is a customer experience designer who specialises in improving customer experiences in the service industry. He was previously a Customer Experience Manager at IAG and was a Customer Experience Designer at Australia’s National Broadband Network (NBN). In this episode, we discuss how to build a business case for CX projects and the four pitfalls to avoid when implementing a CX strategy.   Key takeaways (starts at 39:30):  Make sure you get quick wins when starting a CX initiative Put your CX strategy down on paper so everyone knows what it is Enable and empower people to deliver on your CX strategy Share the glory with the entire team   This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

Robert Sørensen is a customer experience designer who specialises in improving customer experiences in the service industry. He was previously a Customer Experience Manager at IAG and was a Customer Experience Designer at Australia’s National Broadband Network (NBN). In this episode, we discuss how to build a business case for CX projects and the four pitfalls to avoid when implementing a CX strategy. Key takeaways (starts at 39:30): <ol> <li>Make sure you get quick wins when starting a CX initiative</li> <li>Put your CX strategy down on paper so everyone knows what it is</li> <li>Enable and empower people to deliver on your CX strategy</li> <li>Share the glory with the entire team</li> </ol> This show is produced in collaboration with Wavelength Creative. Visit <a href="https://wavelengthcreative.com/?utm_source=show-notes&amp;utm_medium=referral&amp;utm_content=rss-feed-footer" rel="nofollow" target="_blank">wavelengthcreative.com</a> for more information.

Four pitfalls to avoid when implementing a CX strategy | Customer Experience Designer, Robert Sørensen

Michael Momsen

Michael Momsen is the Founder and CEO of RateIt. RateIt is on a mission to end survey hell, and is the most delightful way to collect feedback from your customers. Michael is also the co-host of Customer Experience Leaders. In this very special episode, Michael explains how to capture more useful feedback from your customers and how to use that to create amazing experiences. Michael also shares his top lessons from over 30 episodes of Customer Experience Leaders. And … we go behind the scenes of how we make this podcast.   Resources mentioned:   Principles (book), by Ray Dalio. How To Win Friends And Influence People (book), by Dale Carnegie. The Lean Startup (book), by Eric Ries. RateIt (website) Michael Momsen (LinkedIn) Adam Jaffrey (LinkedIn)    Key takeaways (starts at 47:29):  Remember to build experiences for all consumers. Take action on any feedback. Close the loop by telling customers what you did about feedback. All businesses are about people. Don't be afraid to be truly purpose driven.   This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

Michael Momsen is the Founder and CEO of RateIt. RateIt is on a mission to end survey hell, and is the most delightful way to collect feedback from your customers. Michael is also the co-host of Customer Experience Leaders. In this very special episode, Michael explains how to capture more useful feedback from your customers and how to use that to create amazing experiences. Michael also shares his top lessons from over 30 episodes of Customer Experience Leaders. And … we go behind the scenes of how we make this podcast. Resources mentioned: <ul> <li><a href="https://www.amazon.com/Principles-Life-Work-Ray-Dalio/dp/1501124021" rel="nofollow" target="_blank">Principles</a> (book), by Ray Dalio.</li> <li><a href="https://www.amazon.com/How-Win-Friends-Influence-People/dp/0671027034" rel="nofollow" target="_blank">How To Win Friends And Influence People</a> (book), by Dale Carnegie.</li> <li><a href="https://www.amazon.com/Lean-Startup-Entrepreneurs-Continuous-Innovation/dp/0307887898" rel="nofollow" target="_blank">The Lean Startup</a> (book), by Eric Ries.</li> <li><a href="https://www.rateitapp.com" rel="nofollow" target="_blank">RateIt</a> (website)</li> <li><a href="https://www.linkedin.com/in/michaelmomsen" rel="nofollow" target="_blank">Michael Momsen</a> (LinkedIn)</li> <li><a href="https://www.linkedin.com/in/adamjaffrey" rel="nofollow" target="_blank">Adam Jaffrey</a> (LinkedIn)</li> </ul> Key takeaways (starts at 47:29): <ol> <li>Remember to build experiences for all consumers.</li> <li>Take action on any feedback.</li> <li>Close the loop by telling customers what you did about feedback.</li> <li>All businesses are about people.</li> <li>Don't be afraid to be truly purpose driven.</li> </ol> This show is produced in collaboration with Wavelength Creative. Visit <a href="https://wavelengthcreative.com/?utm_source=show-notes&amp;utm_medium=referral&amp;utm_content=rss-feed-footer" rel="nofollow" target="_blank">wavelengthcreative.com</a> for more information.

SPECIAL: Let's end survey hell and make feedback delightful! | RateIt, Founder & CEO, Michael Momsen

Steve Hopkins

Steve Hopkins is the Director of Customer Success and Support at Culture Amp - a company focused on helping businesses measure culture and gain insights from their employees. In this episode Steve shares his tips for how to measure culture, how to change your culture, and the importance of listening to your staff on a regular basis.   Resources mentioned:   Culture Amp (website) Dare to Lead (book), Brené Brown The 15 Commitments of Conscious Leadership (book), by Jim Dethmer, Diana Chapman, &amp; Kaley Klemp.    Key takeaways (starts at 30:37):  Think about the five views which make up culture. Listen and act on data, and then re-measure. Ask your staff whether they are proud to work at the company. Get the day-to-day things right for effective culture change.   This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

Steve Hopkins is the Director of Customer Success and Support at Culture Amp - a company focused on helping businesses measure culture and gain insights from their employees. In this episode Steve shares his tips for how to measure culture, how to change your culture, and the importance of listening to your staff on a regular basis. Resources mentioned: <ul> <li><a href="https://www.cultureamp.com" rel="nofollow" target="_blank">Culture Amp</a> (website)</li> <li><a href="https://daretolead.brenebrown.com/" rel="nofollow" target="_blank">Dare to Lead</a> (book), Brené Brown</li> <li><a href="https://www.amazon.com.au/15-Commitments-Conscious-Leadership-Sustainable-ebook/dp/B00R3MHWUE" rel="nofollow" target="_blank">The 15 Commitments of Conscious Leadership</a> (book), by Jim Dethmer, Diana Chapman, &amp; Kaley Klemp.</li> </ul> Key takeaways (starts at 30:37): <ol> <li>Think about the five views which make up culture.</li> <li>Listen and act on data, and then re-measure.</li> <li>Ask your staff whether they are proud to work at the company.</li> <li>Get the day-to-day things right for effective culture change.</li> </ol> This show is produced in collaboration with Wavelength Creative. Visit <a href="https://wavelengthcreative.com/?utm_source=show-notes&amp;utm_medium=referral&amp;utm_content=rss-feed-footer" rel="nofollow" target="_blank">wavelengthcreative.com</a> for more information.

Three crucial tips to creating a great culture | Culture Amp, Director of Customer Success and Support, Steve Hopkins

Roger Dooley

Roger Dooley is the author of Friction - a book exploring why friction matters to customer experience. In this episode Roger shares his tips for identifying points of friction, and how to use friction to your advantage so you can build customer loyalty.   Resources mentioned:   Friction (book), by Roger Dooley Perennial Seller (book), by Ryan Holiday Michael Momsen (LinkedIn) Adam Jaffrey (LinkedIn)    Key takeaways (starts at 36:39):  Friction can cause problems for customers and breed disloyalty. Put on your ‘Friction Goggles’ to identify pain points. Don’t focus on delight, reduce friction to improve the experience. The burden of effort is on CX professionals.   This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

Roger Dooley is the author of Friction - a book exploring why friction matters to customer experience. In this episode Roger shares his tips for identifying points of friction, and how to use friction to your advantage so you can build customer loyalty. Resources mentioned: <ul> <li><a href="https://www.rogerdooley.com/books/friction/" rel="nofollow" target="_blank">Friction</a> (book), by Roger Dooley</li> <li><a href="https://www.amazon.com.au/Perennial-Seller-Making-Marketing-Lasts/dp/0143109014" rel="nofollow" target="_blank">Perennial Seller</a> (book), by Ryan Holiday</li> <li><a href="https://www.linkedin.com/in/michaelmomsen" rel="nofollow" target="_blank">Michael Momsen</a> (LinkedIn)</li> <li><a href="https://www.linkedin.com/in/adamjaffrey" rel="nofollow" target="_blank">Adam Jaffrey</a> (LinkedIn)</li> </ul> Key takeaways (starts at 36:39): <ol> <li>Friction can cause problems for customers and breed disloyalty.</li> <li>Put on your ‘Friction Goggles’ to identify pain points.</li> <li>Don’t focus on delight, reduce friction to improve the experience.</li> <li>The burden of effort is on CX professionals.</li> </ol> This show is produced in collaboration with Wavelength Creative. Visit <a href="https://wavelengthcreative.com/?utm_source=show-notes&amp;utm_medium=referral&amp;utm_content=rss-feed-footer" rel="nofollow" target="_blank">wavelengthcreative.com</a> for more information.

How to remove friction 😖 and improve customer loyalty 📈 | Friction, Author, Roger Dooley

Jeanne Bliss

Jeanne Bliss is the CEO of Customer Bliss, a best-selling author, and also one of the founders of the Customer Experience Professionals Association. In this episode you’ll learn about the importance of the Chief Customer Officer role, and how you can drive a customer-centric focus within your organisation that would make your mother proud.   Resources mentioned:   Would You Do That To Your Mother (book), by Jeanne Bliss.     Key takeaways (starts at 28:48):  Treat customers like assets Think about your processes in reverse so you can focus on the customer first. Place trust in your front-line staff. Become a customer experience leader within your own organisation.   This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

Jeanne Bliss is the CEO of Customer Bliss, a best-selling author, and also one of the founders of the Customer Experience Professionals Association. In this episode you’ll learn about the importance of the Chief Customer Officer role, and how you can drive a customer-centric focus within your organisation that would make your mother proud. Resources mentioned: <ul> <li><a href="http://www.customerbliss.com/books/would-you-do-that-to-your-mother/)" rel="nofollow" target="_blank">Would You Do That To Your Mother</a> (book), by Jeanne Bliss. </li> </ul> Key takeaways (starts at 28:48): <ol> <li>Treat customers like assets</li> <li>Think about your processes in reverse so you can focus on the customer first.</li> <li>Place trust in your front-line staff.</li> <li>Become a customer experience leader within your own organisation.</li> </ol> This show is produced in collaboration with Wavelength Creative. Visit <a href="https://wavelengthcreative.com/?utm_source=show-notes&amp;utm_medium=referral&amp;utm_content=rss-feed-footer" rel="nofollow" target="_blank">wavelengthcreative.com</a> for more information.

The single question that will revolutionise your CX! | Customer Bliss, Founder and CEO, Jeanne Bliss (Part 1)

James Dodkins

Rockstar CX

James Dodkins is the Customer Experience Rockstar. After a career touring the world as a guitarist in a heavy metal band, James now uses his real-life experience to help brands deliver rockstar experiences for their customers. In this episode you’ll learn why it’s important for brands to think about the customer on a personal level and how doing this can help you think about what a successful experience means for them.   Key takeaways (starts at 16:28):  Start with empathy Challenge your perceptions Think about what goal the customer is trying to achieve Look for ways to remove friction (same outcome + less touchpoints = better experience)   This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

James Dodkins is the Customer Experience Rockstar. After a career touring the world as a guitarist in a heavy metal band, James now uses his real-life experience to help brands deliver rockstar experiences for their customers. In this episode you’ll learn why it’s important for brands to think about the customer on a personal level and how doing this can help you think about what a successful experience means for them. Key takeaways (starts at 16:28): <ol> <li>Start with empathy</li> <li>Challenge your perceptions</li> <li>Think about what goal the customer is trying to achieve</li> <li>Look for ways to remove friction (same outcome + less touchpoints = better experience)</li> </ol> This show is produced in collaboration with Wavelength Creative. Visit <a href="https://wavelengthcreative.com/?utm_source=show-notes&amp;utm_medium=referral&amp;utm_content=rss-feed-footer" rel="nofollow" target="_blank">wavelengthcreative.com</a> for more information.

How to create ROCKSTAR CX 🎸⭐🤘 | Customer Experience Rockstar, James Dodkins (Part 1)

Robert Spector

Robert Spector is the author of The Nordstrom Way, a book which dissects how the company’s intense focus on the customer allows them to survive and thrive when other stores have failed. In this episode Robert will share the secrets from his interviews with three generations of the Nordstrom family, giving you practical tips to keep your customers coming back.   Resources mentioned:   The Nordstrom Way (book), by Robert Spector Robert Spector (website)    Key takeaways (starts at 22:37):  Start with the customer and work backwards. Culture can keep your business thriving. Have a laser focus on service. Remember that every customer is precious.   This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

Robert Spector is the author of The Nordstrom Way, a book which dissects how the company’s intense focus on the customer allows them to survive and thrive when other stores have failed. In this episode Robert will share the secrets from his interviews with three generations of the Nordstrom family, giving you practical tips to keep your customers coming back. Resources mentioned: <ul> <li><a href="https://www.amazon.com/Nordstrom-Customer-Experience-Excellence-Values-Driven/dp/1119375355/)" rel="nofollow" target="_blank">The Nordstrom Way</a> (book), by Robert Spector</li> <li><a href="http://robertspector.com/" rel="nofollow" target="_blank">Robert Spector</a> (website)</li> </ul> Key takeaways (starts at 22:37): <ol> <li>Start with the customer and work backwards.</li> <li>Culture can keep your business thriving.</li> <li>Have a laser focus on service.</li> <li>Remember that every customer is precious.</li> </ol> This show is produced in collaboration with Wavelength Creative. Visit <a href="https://wavelengthcreative.com/?utm_source=show-notes&amp;utm_medium=referral&amp;utm_content=rss-feed-footer" rel="nofollow" target="_blank">wavelengthcreative.com</a> for more information.

Nordstrom's secret for incredible retail growth in the digital age | The Nordstrom Way, Author, Robert Spector

Johann Kim

Johann Kim is the Founder and Managing Director of Pigeonhole, a series of quirky and designer-esque retail stores throughout Australia. We talk to him about how a retail business like Pigeonhole is able to deliver consistent customer experiences when they have so many different store formats. We also talk about culture and how Johann's passion for delivering amazing service permeates through the business and enables staff to develop relationships with their customers.   Key takeaways (starts at 21:46):  At its heart, customer experience is emotive; it's about how your customers feel. Create a positive internal culture by focusing on friendship and family values It's okay to break the rules sometimes if it keeps you enthusiastic and that resonates with customers.   This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

Johann Kim is the Founder and Managing Director of Pigeonhole, a series of quirky and designer-esque retail stores throughout Australia. We talk to him about how a retail business like Pigeonhole is able to deliver consistent customer experiences when they have so many different store formats. We also talk about culture and how Johann's passion for delivering amazing service permeates through the business and enables staff to develop relationships with their customers. Key takeaways (starts at 21:46): <ol> <li>At its heart, customer experience is emotive; it's about how your customers feel.</li> <li>Create a positive internal culture by focusing on friendship and family values</li> <li>It's okay to break the rules sometimes if it keeps you enthusiastic and that resonates with customers.</li> </ol> This show is produced in collaboration with Wavelength Creative. Visit <a href="https://wavelengthcreative.com/?utm_source=show-notes&amp;utm_medium=referral&amp;utm_content=rss-feed-footer" rel="nofollow" target="_blank">wavelengthcreative.com</a> for more information.

Treat your customers like friends and your colleagues like family | Pigeonhole, Founder and Managing Director, Johann Kim

Chris Dyer

Chris Dyer is the founder and CEO of PeopleG2, a company that provides background checks and human capital intelligence. He’s also the author of a new book called "The Power of Company Culture: How Any Business Can Build a Culture That Improves Productivity, Performance and Profits". In this episode, we discuss how to change the culture in an organisation and why it's important to take staff along on the journey.   Resources mentioned:  The Power of Company Culture (book), by Chris Dyer. Turn the Ship Around! (book), by David Marquet. Daniel Pink’s Books Give and Take (book), by Adam Grant. Work Clean (book), by Dan Charnas. Work Rules (book), by Laszlo Bock. The Undoing Project (book), by Michael Lewis. 6Q (feedback software) Culture Amp (feedback software)    Key takeaways (starts at 36:40):  The key to cultural transformation is transparency Listen with the intention to understand Avoid survey hell. Make your staff check-ins short but regular. Find (fun) ways for different people to play the devil’s advocate Think about the state of mind of your staff when trying to take them on your journey   This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

Chris Dyer is the founder and CEO of PeopleG2, a company that provides background checks and human capital intelligence. He’s also the author of a new book called "The Power of Company Culture: How Any Business Can Build a Culture That Improves Productivity, Performance and Profits". In this episode, we discuss how to change the culture in an organisation and why it's important to take staff along on the journey. Resources mentioned: <ul> <li><a href="https://www.amazon.com/dp/B07954D4PC/ref=dp-kindle-redirect?_encoding=UTF8&amp;btkr=1" rel="nofollow" target="_blank">The Power of Company Culture</a> (book), by Chris Dyer.</li> <li><a href="https://www.booktopia.com.au/turn-the-ship-around-a-true-story-of-building-leaders-by-breaking-the-rules-l-david-marquet/prod9780241250945.html" rel="nofollow" target="_blank">Turn the Ship Around!</a> (book), by David Marquet.</li> <li><a href="https://www.amazon.com/Daniel-H.-Pink/e/B001IXS3PC" rel="nofollow" target="_blank">Daniel Pink’s Books</a></li> <li><a href="http://www.adamgrant.net/give-and-take" rel="nofollow" target="_blank">Give and Take</a> (book), by Adam Grant.</li> <li><a href="https://www.amazon.com/Work-Clean-life-changing-mise-en-place-organize/dp/1623365929" rel="nofollow" target="_blank">Work Clean</a> (book), by Dan Charnas.</li> <li><a href="https://www.amazon.com/Work-Rules-Insights-Inside-Transform/dp/1455554790/ref=sr_1_3?s=books&amp;ie=UTF8&amp;qid=1522387932&amp;sr=1-3&amp;keywords=Work+Rules" rel="nofollow" target="_blank">Work Rules</a> (book), by Laszlo Bock.</li> <li><a href="https://www.amazon.com/Undoing-Project-Friendship-Changed-Minds/dp/0393354776/ref=sr_1_1?s=books&amp;ie=UTF8&amp;qid=1522387966&amp;sr=1-1&amp;keywords=The+Undoing+Project" rel="nofollow" target="_blank">The Undoing Project</a> (book), by Michael Lewis.</li> <li><a href="https://www.6q.io/" rel="nofollow" target="_blank">6Q</a> (feedback software)</li> <li><a href="https://www.cultureamp.com/" rel="nofollow" target="_blank">Culture Amp</a> (feedback software)</li> </ul> Key takeaways (starts at 36:40): <ol> <li>The key to cultural transformation is transparency</li> <li>Listen with the intention to understand</li> <li>Avoid survey hell. Make your staff check-ins short but regular.</li> <li>Find (fun) ways for different people to play the devil’s advocate</li> <li>Think about the state of mind of your staff when trying to take them on your journey</li> </ol> This show is produced in collaboration with Wavelength Creative. Visit <a href="https://wavelengthcreative.com/?utm_source=show-notes&amp;utm_medium=referral&amp;utm_content=rss-feed-footer" rel="nofollow" target="_blank">wavelengthcreative.com</a> for more information.

The 7 things you must know to create a great company culture | The Power of Company Culture, Author, Chris Dyer

Gelato Messina

Nick Palumbo

Gelato

Nick Palumbo is the Founder of Gelato Messina, one of the most-loved gelato brands in Australia (if not, the world!). Known for their creative specials, Gelato Messina is obsessive about the quality of their product, to the point where they even bought a dairy farm! In this episode, Nick shares how Gelato Messina’s attention to detail results in delivering an exceptional experience to customers, even when they’re stuck waiting in a queue.   Resources mentioned:   Michael Momsen (LinkedIn) Adam Jaffrey (LinkedIn)    Key takeaways (starts at 32:49):  Quality and craftsmanship really matter. Control all the inputs to your experience. Specials can be used to add excitement to a product range. Think about the physical experience people have with your service. Look for moments of frustration and how you can turn them into positive experiences.   This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

Nick Palumbo is the Founder of Gelato Messina, one of the most-loved gelato brands in Australia (if not, the world!). Known for their creative specials, Gelato Messina is obsessive about the quality of their product, to the point where they even bought a dairy farm! In this episode, Nick shares how Gelato Messina’s attention to detail results in delivering an exceptional experience to customers, even when they’re stuck waiting in a queue. Resources mentioned: <ul> <li><a href="https://www.linkedin.com/in/michaelmomsen" rel="nofollow" target="_blank">Michael Momsen</a> (LinkedIn)</li> <li><a href="https://www.linkedin.com/in/adamjaffrey" rel="nofollow" target="_blank">Adam Jaffrey</a> (LinkedIn)</li> </ul> Key takeaways (starts at 32:49): <ol> <li>Quality and craftsmanship really matter.</li> <li>Control all the inputs to your experience.</li> <li>Specials can be used to add excitement to a product range.</li> <li>Think about the physical experience people have with your service.</li> <li>Look for moments of frustration and how you can turn them into positive experiences.</li> </ol> This show is produced in collaboration with Wavelength Creative. Visit <a href="https://wavelengthcreative.com/?utm_source=show-notes&amp;utm_medium=referral&amp;utm_content=rss-feed-footer" rel="nofollow" target="_blank">wavelengthcreative.com</a> for more information.

Why an obsession with quality really matters | Gelato Messina, Founder, Nick Palumbo

Charles Weiser

Charles Weiser is the Head of Customer Experience at Optus, one of Australia’s largest telecommunications companies. In this episode we discuss how Optus uses data to create a positive experience for customers. We also talk about service in the age of global internet giants like Netflix or Amazon, and how Optus is keeping pace to deliver experiences which align with customer expectations.   Resources mentioned:   The Road (book), by Cormac McCarthy The power of vulnerability (TED Talk), by Brené Brown.    Key takeaways (starts at 39:31):  Ensure that the executive team owns the customer experience Everyone is the Head of CX It’s worth investing in your CRM software See all problems as opportunities to delight a customer Small things can go a long way   This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

Charles Weiser is the Head of Customer Experience at Optus, one of Australia’s largest telecommunications companies. In this episode we discuss how Optus uses data to create a positive experience for customers. We also talk about service in the age of global internet giants like Netflix or Amazon, and how Optus is keeping pace to deliver experiences which align with customer expectations. Resources mentioned: <ul> <li><a href="https://www.amazon.com/Road-Cormac-McCarthy/dp/0307387895" rel="nofollow" target="_blank">The Road</a> (book), by Cormac McCarthy</li> <li><a href="https://www.youtube.com/watch?v=iCvmsMzlF7o" rel="nofollow" target="_blank">The power of vulnerability</a> (TED Talk), by Brené Brown.</li> </ul> Key takeaways (starts at 39:31): <ol> <li>Ensure that the executive team owns the customer experience</li> <li>Everyone is the Head of CX</li> <li>It’s worth investing in your CRM software</li> <li>See all problems as opportunities to delight a customer</li> <li>Small things can go a long way</li> </ol> This show is produced in collaboration with Wavelength Creative. Visit <a href="https://wavelengthcreative.com/?utm_source=show-notes&amp;utm_medium=referral&amp;utm_content=rss-feed-footer" rel="nofollow" target="_blank">wavelengthcreative.com</a> for more information.

How a leading telco is using CX to compete with Netflix and Amazon | Optus, Head of Customer Experience, Charles Weiser

The best podcast episodes on parenting. Interviewing experts and talking through common issues surrounding parenting. This topic is filled with important lessons and insights for anyone listening. Add episodes you're interested into your queue below!

OwlTail

Best Parenting Podcasts

The best podcast episodes of anyone with an interesting story. With famous guests like Obama, LeBron James, Drake, Oprah Winfrey, Richard Branson, Michelle Obama, Serena Williams, to anyone who has a unique and interesting story to tell. Add episodes you're interested into your queue below!