Customer Bliss

MAY 19, 2016

because of CX Week , where I had the pleasure of speaking with Mark Ramsey of Audi about their customer experience transformation. I did want to create a quick blog post about customer experience competencies, however. I write about this often because it’s the cornerstone of the work we all do.

Customer Experience 68

Customer Experience Social Media Engineering Innovation 68

Customer Bliss

OCTOBER 11, 2018

Jay, who has over 25 years of experience helping some of the world’s most prominent and iconic brands improve their CX and digital marketing strategies, shares with us that yes, customer experience can help you with customer acquisition and retention, but it’s the memorable moments that differentiate one brand from another.

B2C 42

B2C Social Media Customer Acquisition CX 42

Customer Bliss

AUGUST 8, 2019

The authors of the following books have also been guests on my podcast, The Chief Customer Officer Human Duct Tape Show. In The Power of Moments , Chip and Dan Heath ask you to think about the positive moments and experiences you’ve had in your life. The Power of Moments by Chip and Dan Heath.

Customer Experience 57

Customer Experience Customer Loyalty CX Sales 57

Customer Bliss

NOVEMBER 22, 2017

So with that said, in the event that you’re looking to hear more about customer experience and learn from other great leaders in this industry while you cook, clean, or lay back – I’m sharing 3 of my most popular podcast episodes from this past year. Click here for the show notes. ” (Tweet this).

Engineering 0

Engineering Start-ups Customer Experience Technology 0

Customer Bliss

JULY 14, 2016

If you’ve been listening to my new podcast, The Chief Customer Officer Human Duct Tape Show , you might realize we discuss ideas around this in every episode. I’ve done 13 episodes so far (and taped a few more), and this comes up in each episode. Talk about the metrics they need to hit.

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Customer Experience B2B Sales Innovation 61

Customer Bliss

JULY 7, 2016

That is also behind why I have launched a customer experience podcast series – so that we can hear each other’s’ voices and celebrate in our successes and learn from our challenges. My goal is to offer peer to peer sharing about the ins and outs of this role: what works, what doesn’t and how to stay the course and gain traction.

Customer Experience 56

Customer Experience Non-Profits B2C B2B 56

Customer Bliss

MAY 10, 2017

But unless the CEO appoints a chief customer officer, a chief customer experience officer, or even a chief marketing officer who is empowered to get things done for the customer, it’s hard to say who will lobby for the customer across the organization. Driving executive appetite for learning about customers’ lives is not easy.

Customer Experience 71

Customer Experience Customer Feedback Customer Service 71

Customer Bliss

JUNE 21, 2016

In this, the 10th episode of the Human Duct Tape Show podcast (we made double digits!), If you feel like this is something your company could use, or if you work in a privately-held company, this podcast offers a great deal of actionable advice. About Nick Frunzi. Episode Overview. I talk with Nick Frunzi.

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CX Technology Technology Customer Experience 51

Customer Bliss

MARCH 22, 2018

” Claudiu mentioned that he lives by this quote, and I think it’s a phrase that truly embodies what customer experience is about. Our work as CX practitioners is to put the customer first and think about how we can positively affect their interactions with our brand and organization.

Finance 51

Finance CX CX Transformation Healthcare 51

Customer Bliss

AUGUST 23, 2018

Anand needed to be clear about what his role was and how he’d be working with other team members. Now, if you’ve been listening to my podcast or reading my posts, you know that customer experience is also largely affected by the employee experience as well. Communicate your role to your colleagues and peers.

Transportation 51

Transportation CX Hospitality Hospitality 51

Customer Bliss

JULY 26, 2016

Welcome back to The Chief Customer Officer Human Duct Tape Show. About Renee Cacchillo. She also is responsible for enhancing the company’s brand journey, including data analytics, digital marketing. “A lot of our intuitive guesses about performance and the business were wrong,” says Renee.

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Customer Journey Map Customer Experience Business Growth Technology 58

Customer Bliss

AUGUST 3, 2018

Rob Markey is a partner at Bain & Company and leads the customer strategy and marketing practice. In this episode, we talk about the evolution of both customer experience as a holistic experience and of the chief experience officer and chief customer officer roles over the past few decades. About Rob Markey.

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CX Social Media NPS Customer Loyalty 48

Customer Bliss

MARCH 30, 2017

When I work with clients, I always set up a “customer room,” which is another way of thinking about customer experience labs. I’ve written about this idea a few times , including in Chief Customer Officer 2.0. And now, customer experience labs have come en vogue in the last couple of years.

Customer Experience 78

Customer Experience Net Promoter Score Engineering Manufacturing 78

Customer Bliss

MAY 24, 2016

Episode 6 of The Human Duct Tape Show Podcast is with Alison Circle, who is the Chief Customer Experience Officer in another unexpected industry: the library System. About Alison. Alison Circle, Chief Customer Experience Officer for Columbus Metropolitan Library (CML), has more than 25 years marketing experience.

Start-ups 54

Start-ups Business Operations Innovation Customer Experience 54

Intercom

OCTOBER 27, 2021

She believes thinking about the customer journey as a whole leads to a better customer experience, made even better when communication is personal and easy , just like in real life. If you enjoy our discussion, check out more episodes of our podcast. Liam Geraghty: Leandra, welcome to the Inside Intercom podcast.

Customer Relationship 64

Customer Relationship Sales Start-ups Technology 64

Customer Bliss

MAY 12, 2016

When I was first thinking about working on a post about KPIs and experience reliability, some of my digital marketing and SEO friends recommended I call it “research-backed KPIs for customer satisfaction.” Customer experience is all about reliability. Experience reliability and customer growth.

Social Media 63

Social Media Customer Satisfaction Customer Experience Innovation 63

Customer Bliss

APRIL 20, 2018

In this episode leading up to my 100th episode of The Chief Customer Officer Human Duct Tape Show next week, I speak with Edwin Bodensiek , the Chief Experience Officer for Miles & Stockbridge P.C. , His career path led him to marketing, where he learned the importance of framing things and about brand identity.

Legal 59

Legal CX Start-ups Customer Acquisition 59