070 - Discussion with Lynn Hunsaker to Involve All Teams in CX
070 - Discussion with Lynn Hunsaker to Involve All Teams in CX
Lynn Hunsaker shares specific tactics and ways to encourage involvement and cross departmental collaboration in CX speci... Read more
22 Oct 2019
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33mins
069 - Conversation with Sarah Toms
069 - Conversation with Sarah Toms
Listen in on my conversation with Sarah Toms - cofounder of Wharton Interactive- as we discuss the most common mistakes ... Read more
15 Oct 2019
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33mins
068 - Data Benefits CX Only If It's Used
068 - Data Benefits CX Only If It's Used
Most companies are good at collecting and gathering data from their customers and internally through their processes. Bu... Read more
8 Oct 2019
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20mins
067 - Crafting a CX Strategy to Success
067 - Crafting a CX Strategy to Success
This episode takes you through the steps needed to understand what must happen to keep your customers loyal and what mus... Read more
1 Oct 2019
•
30mins
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066 - A Focus on Helpfulness
066 - A Focus on Helpfulness
Customer obsession and customer centricity always go back to the foundation of human connection. This episode shares how... Read more
24 Sep 2019
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13mins
065 - Remember the Customer in Your CX Work
065 - Remember the Customer in Your CX Work
Despite the best of intentions, the customer is typically the one thing NOT considered at the center of most business an... Read more
10 Sep 2019
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32mins
064 - Discussing Culture with Jeff Toister
064 - Discussing Culture with Jeff Toister
Listen in this week as I have a conversation with Customer Service expert Jeff Toister. He shares his 3 fundamentals in ... Read more
3 Sep 2019
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38mins
063 - Preventing Customer Churn and Winning Back Lost Customers
063 - Preventing Customer Churn and Winning Back Lost Customers
Do you know how many customers you lost this year? Do you know why they left? How much money has it cost your company? T... Read more
27 Aug 2019
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31mins
062 - Treat Your CSRs Like Royalty
062 - Treat Your CSRs Like Royalty
Self help services are on the rise and more customers are using them than ever before. But when they need to call in for... Read more
21 Aug 2019
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30mins
061 - Humanizing CX Internally
061 - Humanizing CX Internally
Sharing CX progress is one thing... Sharing CX through the words and images of your customers is even better. This episo... Read more
6 Aug 2019
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18mins
