For episode 269 of Cyclocross Radio, Bill talks to Frank Deal, race director for GO Cross, a C1/C2 cyclocross weekend that is part of the USCX series. Follow GO Cross on Instagram at @GOCrossRace. This episode is brought to you by Hammerhead and the Karoo 2. For a limited time, our listeners can get a free heart-rate monitor with the purchase of a Hammerhead Karoo 2. Visit hammerhead.io right now and use promo code CXRADIO at checkout to get yours today. Donor Drive! Cyclocross Radio is part of the Wide Angle Podium network and we are knee-deep into this year's donor drive. Please consider becoming a member and grabbing a limited edition Wide Angle Podium beanie. Go to www.wideanglepodium.com/donate to learn more and contribute. Follow Micheal on Twitter at @landsoftly and Instagram at @yeahyouride. Follow Zach on Twitter at @theshoestar and Instagram at @zacharyschuster Follow Bill (@cxhairs) on Twitter and Instagram and the CXHAIRS Bulletin on Instagram at @cxhairsbulletin. Check out Hot Lap Summer and subscribe to the Wide Angle Podium YouTube channel at www.youtube.com/wideanglepodium. Check out The CXHAIRS Bulletin from Zach and Bill at https://cxhairs.substack.com/. You can find Cyclocross Radio, and all of the Wide Angle Podium shows on Apple Podcasts if that's how you consume podcasts. Also, rate and review on Apple Podcasts, even if it's not the way you consume podcasts. Have a question, comment, complaint, or general inquiry? Hit us up at email@example.com, And don't hesitate to call the helpline: 405-CXHAIRS (405-294-2477). Need coffee? (Trick question, you do). Check out our partnership with Grimpeur Bros and the amazingly tasty Hello Cyclocross Friends! Espresso blend. You can get these flavorful and possibly magical beans here: https://www.grimpeurbros.com/products/hello-cyclocross-friends-wap-espresso.
This episode is in collaboration with MRMW Virtual Summit 2022. Today I'm joined by Sebastian Syperek, Head of CX & UX Research at Kaiser-X Labs. MRMW Virtual Summit 2022 Website: https://www.mrmwsummit.com/ Find Sebastian Online: LinkedIn: https://www.linkedin.com/in/sebastian-syperek-57b6aa19/ Website: https://www.kaiser-x.com/ Find Jamin Online: Email: firstname.lastname@example.org LinkedIn: www.linkedin.com/in/jaminbrazilTwitter: www.twitter.com/jaminbrazil Find Us Online: Twitter: www.twitter.com/happymrxp LinkedIn: www.linkedin.com/company/happymarketresearch Facebook: www.facebook.com/happymrxp Website: www.happymr.com Music: “Clap Along” by Auditionauti: https://audionautix.com This Episode is Sponsored by: The Michigan State University's Master of Science in Marketing Research Program delivers the #1 ranked insights and analytics graduate degree in three formats: Full-time on campus Full-time online Part-time online NEW FOR 2022: If you can't commit to their full degree program, simply begin with one of their 3-course certificates: Insights Design or Insights Analysis. In addition to the certification, all the courses you complete will build toward your graduation. If you are looking to achieve your full potential, check out MSMU's programs at: broad.msu.edu/marketing. HubUX is a research operation platform for private panel management, qualitative automation including video audition questions, and surveys. For a limited time, user seats are free. If you'd like to learn more or create your own account, visit hubux.com.
The B2B buyer journey is changing, and companies that can match changing demands with technology, personalization and flexibility will succeed. Plenty of research shows that B2B buyers get 50%-60% down the buying journey before they engage with a salesperson. But Mike Marcellin, Chief Marketing Officer at Juniper Networks, says that the buying journey isn't linear. Buyers don't connect with a company as soon as they hit a certain point in the journey. Throughout the buying process, buyers get information online and from peers, analysts and other sources. Companies can no longer control the buyer journey. Instead, they need to be ready to engage with the right information through the right channels when the buyer is ready. A customer might reach out early for preliminary research or wait until they are ready to purchase to connect with the brand. For Juniper, the new approach looks like transforming the online experience to provide buyers with a variety of content types, such as video or thought leadership sheets depending on where they are in the journey. The new buyer journey doesn't happen exclusively online or in person, but as buyers move back and forth between researching and communicating online and talking with salespeople offline. A seamless journey requires knowing the whole picture of the customer's experience to keep them moving forward instead of being repetitive or irrelevant as they transition between channels. Marcellin says the journey has to be flexible with how customers want to engage with the company at any moment. He says the blended buyer journey relies on two key elements: Data. Companies today have access to incredible amounts of data, but that data is worthless if you can't harness it. A blended buyer journey requires getting grounded in data to truly understand buyers and their changing needs. MarTech. The tech stack a company uses can make or break the buyer journey. Companies must find the tools that work to get a full view of their customers, especially as buyers change direction and move between channels. Transforming the B2B buyer journey to create a blended approach means giving up control and letting customers guide their experience. But to be successful, B2B companies must understand their customers deeply and provide the right resources so buyers have options and can connect with the brand seamlessly at any time for a personalized experience. The changing B2B buyer journey creates amazing opportunities for companies to connect with buyers like never before. But to be ready, companies must invest in the resources and mindset to put customers first. ________ Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future. For regular updates on customer experience, sign up for her weekly newsletter here.
For this week's UX potpourri session, Darren answers questions and addresses topics presented to him via social media: 1) The best ways for newcomers to learn about UX; 2) Developing a filter (to help overcome the barrage of misinformation circulating in UX today and 3) The best way to approach and learn about the 4 Pillars of UX. Tune in for the deets!#ux#eq#podcasts#cxofmradio#cxofm#realuxtalk#worldofux#uxpotpourriCheck out the new World of UX website at https://www.worldoux.com.Visit the UX Uncensored blog at https://uxuncensored.medium.com.
We can learn so much from our Founding Fathers when it comes to leadership - particulalry from John Adams. Remember that great leadership fuels great employee experiences, which inspires hospitality and customer experience. - Believe deeply in your values - Be passionate - Value your family - Beware jealousy and workplace politics It's time for the great service comeback! Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants. He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement. Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence. Tony Johnson Customer Service Expert | Author | Trainer | Speaker Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservice.com/ YouTube: https://www.youtube.com/c/RecipeforserviceNet Twitter: https://twitter.com/ServiceRecipe Instagram: https://www.instagram.com/recipeforservice/ Tik Tok: https://vm.tiktok.com/owrTbL/ Facebook: https://www.facebook.com/tonyjohnsoncx/ Music: http://www.bensound.com
We're back to discuss a new crossover and a wild enthusiast oriented event. First Benjamin talks about the new 2022 Mazda CX-50, which looks rugged and tough in all the marketing, but as it turns out that marketing is doing all the heavy lifting. Is the CX-50 comparable to a Forester Wilderness? And how much does that matter? Then Sami comes back from merry old England and the Goodwood Festival of Speed, which he described as a celebration of all things performance and speed. He talks about the new race cars, the hill climb and bowing to Dukes, because he was raised that way. Listen, subscribe and don't forget to get in touch! The guys are always eager to hear from you.
We all love a guilty pleasure. From reality TV to Britney Spears to a 1am trip to your favorite fast food restaurant. Maybe you enjoy all three of those! There's nothing wrong with that and here at Often Imitated we will always be team #FreeBritney.What all of these have in common is that they form consumers' experiences and emotions into creating lasting memories. No one understood that more than Pete Harman when he coined the phrase “Finger-Licking Good!” for KFC except maybe today's guest. In this episode, we're speaking with Bob Kraut and he has been the mastermind behind all of your favorite guilty pleasures. As the former CMO of Arby's, Pizza Hut, and Captain D's, he has revolutionized the way we as customers interact with fast food. Today, he's the CMO of Billy Jealousy and will help us get our brands locked into the minds of our customers. So pull through that drive through, click play, and enjoy!--------“The key to excellent customer experience is to create behaviors and experiences for customers that build memories.” - Bob Kraut--------Time Stamps* (0:00) Finger-licking good CX* (6:45) Background on Bob's extraordinary career* (8:35) Promising a great CX and how to follow through* (12:04) How Bob revolutionized Arby's* (15:00) How your brand outweighs your product--------SponsorThis podcast is presented by Oracle CX. Hear more executive perspectives on CX transformation at Oracle.com/cx/perspectives--------LinksConnect with Bob on LinkedInCheck out Billy Jealousy
What I know is that goal mapping not journey mapping is a new way of leading, uniting your organization and earning the right to customer driven-growth. Goal mapping will drive you to reflect on new customer-driven KPIs. Thinking about: how will you operationally measure the outcome metrics that will earn their goals? Not just asking them how we did or how satisfied they are. And also recognizing in a B2B standpoint, what are you doing to help them achieve their goals?
“The customers really feel appreciated and listened to,” says Trey Norman, Senior Pre-Sales Engineer, at Mindbreeze. According to Norman, that level of CX can be achieved when AI tools are used to organize company wide data in a purpose driven way to enable companies to interact with their customers, armed with an understanding of what a customer needs, prefers and where that customers' needs might be. The ability to see the full scope of customer data has significant benefits for organizations trying to maximize their customer experience efforts. In this podcast, we learn how Mindbreeze uncovers the power of customizing customer interactions and using the right technology to understand company-wide data. Mindbreeze ensures that companies get the most out of their data to personalize approaches and ensure customer knowledge stays within the company when veteran workers are resigning at an alarming rate. Stay tuned to learn more about personalizing, customizing, and optimizing customer experience in sales during times of economic uncertainty and beyond. Visit www.mindbreeze.com
Today's interview is with Alfonso de la Nuez, the Co-CEO and Co-Founder of UserZoom, the pioneering UX Insights System. Alfonso joins me today to talk about UserZoom's recently published research called The State of UX 2022, what they found out, the difference between CX and UX, the value of research and design and lots of other things. This interview follows on from my recent interview – The idea that scripts ruin customer experience is a dangerous one – Interview with Jimmy Hosang of TMAC – and is number 431 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.
What does the employee experience have to do with the customer experience? Everything. In this episode, Annette Franz reveals how focusing on the employee experience is one of the most effective ways to improve the customer experience. The founder and CEO of CX Journey Inc. has spent the last 30 years helping organizations build customer-centric cultures based around people. She explains how to ensure employees have the resources they need to best serve customers, as well as why CX measurements like NPS are not the most reliable way to gauge success.
“In everything we talk about in customer experience, you can take the word customer out and put the employee in; the whole thing applies to employee experiences.” This week on the Be Customer Led with Bill Staikos, we're joined by Colin Shaw, one of the earliest pioneers in Customer Experience. Furthermore, LinkedIn has recognized Colin as one of the "World's Top 150 Business Influencers". Also, he is the founder and CEO of Beyond Philosophy LLC. The Financial Times selected his company as one of the best management Customer Experience consultancies consecutively for the last four years. Besides that, Colin is the co-host of the popular podcast Intuitive Customer, ranked in the top five percent of all podcasts, according to Buzzsprout. [02:51] Colin's Background – Sharing his journey and the distinguishing characteristics of his career so far, Colin explains how his company differs from other CX consultancies in the industry. [08:03] Key Tenets – Colin presents some of the fundamental principles of CX to him. Comparing customer experience to employee experience, he elaborates on the application of customer experience in B2B. [10:27] Bring Together - Colin discusses his thoughts on how firms should integrate customer experience and employee experience in a meaningful way. [16:47] Intuitive Customer - In his book, "Intuitive Customer," he discusses focusing on the emotional, subconscious, and psychological aspects of the customer experience from a behavioral economics perspective, rather than merely comprehending the rational experience of customers. Mentioning this, he illustrates how to make this concept tangible for the CEOs or CFOs. [28:46] Customer Science - Colin defines the phrase customer science and its significance in broad terms. Additionally, he stresses the need for a proactive customer experience while embracing advanced technology applications in CX. [37:40] Inspiration – Colin describes the people who have impacted his life and the places where he finds inspiration and serenity. Resources: Connect with Colin: LinkedIn: https://www.linkedin.com/in/colinrjshaw/ (linkedin.com/in/colinrjshaw/) Mentioned in the episode: Podcast: The intuitive customer - Improve your customer experience to gain growth:https://beyondphilosophy.com/podcasts/ (beyondphilosophy.com/podcasts/) Who Moved My Cheese?: https://www.goodreads.com/book/show/4894.Who_Moved_My_Cheese_?from_search=true&from_srp=true&qid=gepln5qMnW&rank=1 (goodreads.com/book/show/4894.Who_Moved_My_Cheese_?from_search=true&from_srp=true&qid=gepln5qMnW&rank=1) The Intuitive Customer: 7 Imperatives For Moving Your Customer Experience to the Next Level: https://www.goodreads.com/book/show/32328098-the-intuitive-customer?ac=1&from_search=true&qid=ONl1jIGZnE&rank=1 (goodreads.com/book/show/32328098-the-intuitive-customer?ac=1&from_search=true&qid=ONl1jIGZnE&rank=1)
Ken is the Co-Founder and CEO at Tango, a platform that allows users to create beautiful step-by-step tutorials of any process with an aim at increasing your company's CX. During the pandemic, Ken and his partners decided to drop out of Harvard Business School to found Tango They've ever since, grown their business to 50,000+ customers and have been recognized multiple times as the #1 Product of the Day/Week on Product Hunt, and 2022's most popular Chrome Extension. Key Takeaways. How the three friends; Ken, Dan and Brian's shared passion in team performance led them to work together in starting TangoInformation sharing. Why working as a team in an organization is important for flawless information flowKnowledge management. Trying to brainstorm some of the best way that an organization can create, share and store collective knowledge for future useBuilding Tango; A tool that creates better teaching and learning experience for people involved in documentation and the people receiving itOvercoming the barriers that an organization faces when trying to adapt to new ways of serving its customersUsing Tango for improved customer service, product walkthroughs, support teams and organizational teamwork Connect with Ken LinkedIn - https://www.linkedin.com/in/kenbabcock/ Website - https://www.tango.us/ Twitter - https://twitter.com/bigredbabz?lang=en
Jason Lippert is the CEO at LCI Industries, but he has served in many positions over the last 28 years, his first role in the company was as a management trainee. Lippert combines their strategic manufacturing capabilities with the power of its winning team culture to deliver unrivaled Customer Service, award-winning Innovation, and premium products to every customer they do business with. What is one thing people might not know about you? .46.190 - 2:11.513For those who don't know, who is LCI Industries? 2:21.439 - 3:11.066Hidden Gem Vacation spots 3:35.498 -4:41.637What is your purpose at LCI? 4:50.321 7:32.852Why do you need to drive toward values - Treat your Employees Like Family Members -8:24.961 - 8:57.219You've led a unique and effective company culture journey, resulting in significant decreases in turnover(200% from 2011 to 31% in 2021). What changed? Value/ Listen to the Frontline / Hold us accountable. Ask you Frontline Leaders Questions to Solve Problems. Separate your HR Department from Culture 9:20.918 - 14:01.992I saw online that you have weekly Listening Sessions with Frontline Leaders. 15:32.999 - 18:59.630Why it is Important to Listen by Example 19:28.730 - 20:17.117Why was it important to have a caring part of your culture - How to reprogram people on what leadership looks like - 20:34.487 - 22:58.407 [Throwing Tape Measures and Welding Rods]Why Social Responsibility Initiative a Leadership top 5 objective? Five Philanthropy on Staff - Build a better society by focusing on Social Responsibility 23:44.312 - 27:19.98128:18.505 - 28:44.848 Focus Less on the Numbers and More on Heads and Heart of your EmployeesABOUT NICK GLIMSDAHLSubscribe to my weekly newsletterFind me on TwitterFind me on LinkedInLISTENER SUPPORTPurchase Nick's books: Reasons NOT to Focus on Employee Experience: A Comprehensive GuideApparel: https://www.teepublic.com/user/press-1-for-nick Support this show through Buy Me A CoffeeBOOK RECOMMENDATIONS:Learn about all the guests book recommendations here: https://press1fornick.com/books/ BROUGHT TO YOU BY:VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/
“The vision to bring HR and Marketing together is a good one because it allows us to leverage our strengths.” Sherri Evans How do you help employees understand your brand promise - and align their performance and engagement to it? Sometimes, organizational silos can make alignment difficult. In this episode, we get a peek behind the curtains at an organization that chose to align 3 essential and typically distinct functions together: HR and EX (Employee Experience), Client Experience (CX) and Marketing. My guest is Sherri Evans who is SVP of People and Client Experience at Aviso Wealth. In her role for 2 years following a merger of 3 companies into one, Sherri and her team are working hard to ensure it is clear for everyone how employee experience is clearly connected to customer experience. In this episode of Talent Management Truths, you'll discover:
The Economist Intelligence Unit conducted a survey of 500 CMOs and found that 86% of participants believed that they would own customer experience. Six years later, has it happened? Not quite. It hasn't exactly been a full takeover of customer experience by marketing leaders. What has emerged is the concept of marketing-led customer experience. It's something Rhoan Morgan believes is and should happen in organizations. Morgan is the co-founder and CEO of DemandLab, an agency she launched in 2009. She's also a CMSWire contributor, and she caught up with CX Decoded to discuss marketing and CX leadership.
Few if any of customer experience pros went to school to be a CX professional, and yet there are thousands in this flourishing profession. So what does it take to be a CX leader? What are the right skills and what is the best career path to take? How do you break into this and how do you determine whether your company will really support customer experience strategies? Guest host Pat Gibbons welcomes Shelly Chandler, a certified CX professional and as head of customer experience for Delaware North, for a discussion on what it takes to start and advance your career in CX.
It's not every day you see a CEO dancing on TikTok. But being vulnerable and transparent is one of the reasons Ali Bonar has seen incredible growth and success with her company, Oat Haus. Consumers are moving more towards sharing real experiences and less about hiding behind the perfect filter. Customers crave connection and want to build relationships with transparent leaders—even if that means showing off their dance moves. Ali started sharing her journey online long before she ever considered being an entrepreneur. As she recovered from an eating disorder, she shared the ups and downs of her physical and mental health and began to grow a following. Ali's journey led her to create granola butter, and Oat Haus was born. But in her new role as a founder and CEO, it was only natural for Ali to continue sharing a behind-the-scenes view of the business. As Oat Haus grows, Ali shares authentic updates along the way, including everything from dancing in her living room to an inside look at creating new products. Ali strongly believes that sharing helps customers feel like part of the journey. It's refreshing to see a business that isn't hiding behind a façade or trying to come across like it has everything together. Ali's goal is to take customers along for the ride and make them feel so involved that no matter when they see her content, they feel like they've been there from day one. But sharing online doesn't come easily to everyone. Ali recommends starting where you're comfortable, even if that means photos without video to start. A good starting point is simply filming what you do throughout the day. Take people through your life as a business leader and show what life is like behind the curtains. As your comfort level grows, Ali recommends planning content for the entire week to hit different topics, including informational videos about your company, stories about what it's like to be a leader and fun content. A variety of content builds strong connections and resonates with a variety of customers. Even planning and great content don't lead to overnight social media success. It takes time to grow a following, and a lot of how a post or video performs is based on the Instagram or TikTok algorithms. Even then, it's hard to see the ROI of social and a direct connection between storytelling and sales. But it's all about building the brand, showcasing the human side to the business and establishing your company and yourself as a leader who cares about people and wants to share. The moments you're the most scared of sharing are often the most worthwhile things to share that resonate with your people. In the end, Ali says not to overthink it. Just be yourself and feel comfortable bringing your whole self to work and your community. You'll naturally develop strong customer relationships as you share your authentic self and brand. ________ Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future. For regular updates on customer experience, sign up for her weekly newsletter here.
This week, Darren concludes the brief series on UX mentoring by recapping some of the key points mentioned in the previous episodes, as well as sharing a few unexpected bubble busters to help people along on their respective journeys. Tune in for the gold!#ux#eq#podcasts#cxofmradio#cxofm#realuxtalk#worldofux#mentoring#uxmentoringCheck out the new World of UX website at https://www.worldoux.com.Visit the UX Uncensored blog at https://uxuncensored.medium.com.
Hey CX Nation,In this week's episode of The CXChronicles Podcast #174 we welcomed Gregorio Uglioni, CCXP an inspiring CX/CS executive who has come to be known as The CX GoalKeeper, based in Zurich, Switzerland. Greg has spent years helping a plethora of amazing companies with transforming and digitizing their CX/CS roadmaps. In short, Greg is a former Accenture consultant, who today is responsible for Business Transformation at the Cantonal Hospital of Winterthur based in Switzerland. He's also a huge part of the global CX/CS community. He's authored several books, is the host of The CX GoalKeeper Podcast, judges a variety of Customer Experience awards programs across the globe, is an international speaker and regular at webinars and conferences + lectures on customer experience & success at the University of Lucerne. In this episode of CXCP, Greg and Adrian chat through how he has tackled The Four CX Pillars: Team, Tools, Process & Feedback throughout his career + shares some of the tips & tricks that have worked for him across his customer focused business leader journey.**Episode #174 Highlight Reel:**1. How building your CX/CS team is like managing a world-class soccer club 2. Building offensive, mid-field and defensive goals & targets to scale your business3. Creating your "eye-level" strategy for building a tool-kit or blueprint for your team 4. Leveraging process to become the glue that retains customers & fuels your growth 5. Investing in customer & employee feedback optimization to drive future innovationHuge thanks to Greg for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience and customer success space into the future.Click here to learn more about Gregorio Uglioni, CCXPClick here to learn more about The CX GoalKeeper PodcastIf you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review today. This is the easiest way that we can find new listeners, guests and future customer focused business leaders to join our customer focused business leader community!And be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" available on Amazon + check out the CXChronicles Youtube channel to see all of our customer focused business leader video content + our past podcast episodes!Reach out to CXC at INFO@cxchronicles.com for more information about how we can help your business make customer happiness a habit!Support the show
A goal map starts with the goals your customer wants to achieve and shifts your KPIs. By measuring the things that your customer cares about, it transforms how you do work. Find the show notes and more information at customerbliss.com/whatiknow.
This week on the Voices of CX Podcast we hosted AJ Davis, Founder and CEO of Experiment Zone, to discuss the utility of Conversion Rate Optimization, and how it bridges the gap between economics and human behavior. Understanding what really goes into customers' decision-making is a lot more complicated than simple AB testing; it might get you by, but it won't tell you the whole story. That's where AJ comes in.
Nate Brown is a perpetual student of the world's greatest experiences and the people who create them. Having spent the first decade of this career managing a complex technical support environment for Occupational Health and eLearning software, Nate transitioned to Customer Experience in 2015. After authoring The CX Primer, Brown was dubbed the “CX Influencer of the Year” by CloudCherry in 2019, and a top global CX thought leader by ICMI, Exceeders, Netomi, Martech and many more. As a passion project, Nate created CX Accelerator, a first-class virtual community for Customer Experience professionals. Nate currently serves as the Senior Director of Customer Experience for Arise Virtual Solutions and can be found at a variety of conferences speaking and training on the CX topics he loves.
Nancy Flowers is the Vice President of Insights & Loyalty at Hagerty. She is a Loyalty Strategist, Client Experience & VOC Expert, Marketing Professional, and Champion of Change. [Listening]ABOUT NICK GLIMSDAHLSubscribe to my bi-weekly newsletterFind me on TwitterFind me on LinkedInLISTENER SUPPORTPurchase Nick's books: Reasons NOT to Focus on Employee Experience: A Comprehensive GuideApparel: https://www.teepublic.com/user/press-1-for-nick Support this show through Buy Me A CoffeeBOOK RECOMMENDATIONS:Learn about all the guests' book recommendations here: https://press1fornick.com/books/ BROUGHT TO YOU BY:VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/
The CX Goalkeeper had the great opportunity to interview Rick DentonLinkedIn Headline: Customer Experience Transformation |
This week on TaPod we have a sit down with David Bell - Group GM Talent Management @ Toll Group. Talk about rebuilding an entire function from the ground up & I mean tech stack, process, personnel and strategy... the whole operation. We learned a lot and I bet you will too!Thanks to our mates at Video My Job for your support
The financial industry has seen massive changes and innovations over the past few years. While moves to digital-first experiences have clear transitions for sectors such as retail, they look very different for financial services organizations. In this episode, Merkle's Jonathan Gagliano and Regions Bank CMO Abbas Merchant define the largest customer experience challenges and opportunities in the financial services industry and how to measure the impacts of this transformation. Other topics discussed: • How financial services organizations can provide customers value in exchange for data • How Regions Bank personalizes experiences • The new consumer of financial services and how to think about them Resources: 2022 Imperatives (https://go.merkleinc.com/l/579173/2022-06-13/f79k7h)
Stefan Freyer is the Managing Director of Orphoz (a McKinsey company supporting cross-industry transformation and project management) - he is based in Berlin, Germany. Stefan recently talked to Mark about the disconnect between grand visions of CX and the reality on the ground when implementing a project - so Mark called him back to record Stefan's ideas on this implementation gap for the CX Files. https://www.linkedin.com/in/stefan-freyer-25274a1/ https://www.orphoz.com/
His Airness. Mike. MJ. All names that represent the GOAT himself: Michael Jordan. When he rocked the now infamous Air Jordans in the 1985 Slam Dunk Contest, he changed the shoe game forever. His sneakers had been banned from the NBA, and subsequently became the world's next obsession. How he turned wearing shoes into an entire empire and one of the best customer experiences of all time, is something else all together. Someone else who's turned the mundane into a one-of-a-kind experience is today's guest, Andy Pearson. He's the Vice President of Creative at Liquid Death, and he and his team have changed how the world drinks water. From selling your soul to tattooing your face…their CX might make a customer say, in the words made famous from Micheal Jordan's hit film Space Jam…”I believe I can fly.” Today, we'll find out how.--------“Our customer experience is the brand. From the moment you interact with us, you're in the ecosystem.” - Andy Pearson--------Time Stamps* (0:00) Michael Jordan: the king of CX* (7:00) Liquid Death explained to those who haven't sold their souls* (10:13) How hating marketing builds exceptional CX* (12:37) Making CX your brand--------SponsorThis podcast is presented by Oracle CX. Hear more executive perspectives on CX transformation at Oracle.com/cx/perspectives--------LinksConnect with Andy on LinkedInCheck out Liquid Death This podcast was produced by the team at Caspian Studios. Learn more at Caspianstudios.com
Marcus Sheridan - Author, They Ask, You Answer [Customer Obsessed]ABOUT NICK GLIMSDAHLSubscribe to my bi-weekly newsletterFind me on TwitterFind me on LinkedInLISTENER SUPPORTPurchase Nick's books: Reasons NOT to Focus on Employee Experience: A Comprehensive GuideApparel: https://www.teepublic.com/user/press-1-for-nick Support this show through Buy Me A CoffeeBOOK RECOMMENDATIONS:Learn about all the guests' book recommendations here: https://press1fornick.com/books/ BROUGHT TO YOU BY:VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/
There are a number of ways to design experiences for your customers, but you're stuck. You find it hard to think beyond how things are currently done. And even if you had some sort of break-through idea, changing your current processes and getting others on board seems pretty daunting. And yet you constantly wonder, "what if?" Guest host Pat Gibbons welcomes Jonathan Shroyer, Chief Customer Experience Innovation Officer for Arise Virtual Solutions, for a discussion on driving innovation in your CX program.
Investing in customer experience is just that—an investment. Being able to prove the return and value of that investment is crucial for all companies, especially startups and those looking to get new customers on board. In the early days of CampusLogic, President and COO Chris Chumley used ROI as a tool to gain new customers and establish credibility. Prospective university clients agreed that the student experience was important, but many weren't willing to spend money on it. By demonstrating the ROI of CX and how it would eliminate pain points and create a better experience for customers, students, and employees, Chumley could connect with potential customers and grow his business. Chumley says illustrating ROI starts by identifying the pain point. Where do customers face friction? What areas of the experience could be improved? Where is the frustration for customers and employees? The pain point for CampusLogic's university customers was often paper-heavy financial aid systems. Chumley says to work side by side with customers to put a number to that pain using the customer's metrics. The pain point could be impacting sales, customer satisfaction, employee engagement, or a host of other things. If the company can move that number, CX has value. For potential CampusLogic customers, Chumley often tied ROI to reducing costs and increasing financial aid completion rates—two metrics that are crucial for universities. Tying ROI to metrics that customers care about makes ROI more impactful. The personalized approach shows the value of CX for each unique customer and becomes more applicable and accessible. Chumley says the key to a successful ROI model is to involve customers. Cooperatively building ROI helps customers catch the vision of how CX can solve their pain points. Instead of simply telling customers the ROI, Chumley uses each customer's numbers to build the solution with them and showcase the value. That means each ROI model is unique to the customer using metrics they already track and are familiar with. Numbers don't lie. Building a strong ROI model for CX creates a compelling case for its value and can be crucial in getting new customers and creating customer-centric companies. ________ Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future. For regular updates on customer experience, sign up for her weekly newsletter here.
Whether a person seeks to become or wants to connect with a mentor, understanding the qualities of a good mentor is critical. In Part 4 of the current series, Darren provides insights on the associated qualities and traits of good mentors.#ux#eq#podcasts#cxofmradio#cxofm#realuxtalk#worldofux#mentoring#uxmentoringCheck out the new World of UX website at https://www.worldoux.com.Visit the UX Uncensored blog at https://uxuncensored.medium.com.
Stephen Trzeciak. He is a physician-scientist, Chief of Medicine at Cooper University Health Care, and Professor and Chair of Medicine at Cooper Medical School of Rowan University in Camden, New Jersey. Dr. Stephen Trzeciak is a specialist in intensive care medicine and a clinical researcher with more than 120 publications in the scientific literature. Dr. Stephen Trzeciak is the co-author of two books, Compassionomics: The Revolutionary Scientific Evidence that Caring Makes a Difference, and Wonder Drug: 7 Scientifically Proven Ways That Serving Others Is the Best Medicine for Yourself, which we will talk about today. Stephen Trzeciak's mission is to raise compassion and service to others globally, through science.Tell me about this Wonder Drug that helps people live longer, gives you more energy, better sleep, less depression and anxiety, more happiness, and success?Some of my listeners might say, this is too good to be true. So, how does the data back this up?What are the side effects of this wonder drug?How does serving activates the reward centers in the brain?How much serving others does it take to activate these rewards?What advice do you have for the company when it comes to giving back to the communities they work/live?ABOUT NICK GLIMSDAHLSubscribe to my weekly newsletterFind me on TwitterFind me on LinkedInLISTENER SUPPORTPurchase Nick's books: Reasons NOT to Focus on Employee Experience: A Comprehensive GuideApparel: https://www.teepublic.com/user/press-1-for-nick Support this show through Buy Me A CoffeeBOOK RECOMMENDATIONS:Learn about all the guests book recommendations here: https://press1fornick.com/books/ BROUGHT TO YOU BY:VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/
Jeff Flowers and Joe Lynch discuss why inventory is everything. Jeff Flowers is the Chief Operating Officer of OneRail, a final mile delivery orchestration platform providing real-time visibility, actionable data, and data-driven optimization capabilities for its enterprise clients. About Jeff Flowers Jeff Flowers is the Chief Operating Officer for OneRail. Jeff's professional career began in accounting and finance roles within the Cable Television, High Speed Data and IPTV industry. Quickly moving towards his true passion of operations, Jeff spent 2006-2016 in various roles with the nation's largest building products Distributor, BlueLinx. In his last role at Bluelinx, Jeff was the General Manager of Metal Products Business Unit which generated $250M in revenue sourcing products from 17 different countries serving 18,000 SKUs to national, regional and local building products retailers. In 2016, Jeff partnered with Franklin Young to purchase PTI Security, a leader in Physical Access Control and with support from Source Capital, an Atlanta based Private Equity firm. While there, Jeff was the Chief Operating Officer of PTI where he served the teams that helped grow PTI to 72% market share and transform legacy diskette based software to a cloud based architecture with a leading electronic locking solution. When PTI was sold to HID Global in 2019, Jeff was fortunate to be offered the position of COO and CFO by Bill and Lisa Catania with OneRail where he serves the teams that work to implement, onboard service our customers as they leverage OneRail to productize end-to-end delivery fulfillment in order to create a leading competitive advantage. About OneRail Headquartered in Orlando, Florida, OneRail was founded in 2018 by Bill Catania, a serial entrepreneur from the FinTech world, and his wife, Lisa Catania. OneRail is a final mile delivery orchestration platform providing real-time visibility, actionable data, and data-driven optimization capabilities for its enterprise clients. OneRail's cloud-based “delivery switch” simplifies same-day and on-demand delivery execution by connecting the demand signal (POS, eCommerce, ERP) with an ecosystem of delivery networks and internal fleets, in real-time. The result of OneRail's centralized view of disparate final mile data enables data-driven optimization, positively impacting the dependability, speed, and cost of final mile fulfillment. Key Takeaways: Inventory is Everything Jeff Flowers is the Chief Operating Officer of OneRail, a last mile delivery solution that reduces delivery times and costs, while providing 100% visibility and a responsive customer experience. In the podcast interview, Jeff explains the importance of effective inventory management to supply chains. Inventory is tricky – buy too little and miss out on potential sales, but buy too much and your carrying costs rise. Managing inventory is very difficult and even the best firms have stumbled recently and it impacted their quarterly earnings. Below are some threats to successful inventory management that Jeff and Joe discussed: The International Longshore and Warehouse Union (ILWU) contract expires on July 1. The ILWU is a labor union which primarily represents dock workers on the West Coast of the United States, Hawaii, and in British Columbia, Canada. The ILWU represents more than 22,000 workers at 29 ports and a strike would be a huge disruption to already brittle supply chains. With supply and demand becoming very unpredictable during Covid, many companies, particularly retailers, found themselves with too much of the wrong inventory and not enough of the right inventory. Jeff and his team at OneRail partner with many brands and retailers to eliminate or greatly reduce these problems. Inventory placement and excess inventory are big problems that omni-channel retailers face. Companies can meet these challenges by partnering with OneRail. OneRail use technology, data, and a marketplace of transportation options to greatly reduce costs, while improving the delivery experience. OneRail's comprehensive 4-in-1 delivery fulfillment solution combines leading technology with a coast-to-coast courier network, a skilled 24/7 Exceptions team and a micro fulfillment labor force to solve last mile logistics more comprehensively than any other solution in the space. OneRail provides 100% visibility into the delivery flow, but it's way more than a visibility platform. With the right mix of leading technology, dependable couriers, and a vigilant customer experience (CX) team, customers get the ability to change delivery outcomes in real time. OneRail has the largest integrated courier network in the last mile space – a managed marketplace with instant access to 9 million drivers, 292 courier entities and more than 65 logistics companies across 220 major U.S. cities. Learn More About Inventory is Everything Jeff's LinkedIn OneRail LinkedIn OneRail The OneRail Story with Bill Cantania Delivering The Brand Promise With Eric Green The Logistics of Logistics Podcast If you enjoy the podcast, please leave a positive review, subscribe, and share it with your friends and colleagues. The Logistics of Logistics Podcast: Google, Apple, Castbox, Spotify, Stitcher, PlayerFM, Tunein, Podbean, Owltail, Libsyn, Overcast Check out The Logistics of Logistics on Youtube
Chewy's provides great CX and it goes viral: When a dog owner's pet died and they asked Chewy to refund their unused food, the company went above and beyond. In doing so, they demonstrated the incredible viral value of great customer service. A simple customer service act provides bountiful returns. A look at the top 1000 Google queries on the desktop and what it says about local: Kevin Indig of Shopify looked at the top 1000 searches on Google Desktop. Interestingly at least ⅓ were local in intent and most of those were branded local searches.John Oliver & Rand Fishkin look at the two antitrust bills that might pass this summer: John Oliver, like many comedians these days, does a better job of explaining the antitrust bills in front of Congress than the news does. And he is more fun to listen to. Rand Fishkin looks at how the bills will dramatically change what we do as marketers.The Near Memo, with David Mihm, Greg Sterling & Mike Blumenthal, is a weekly conversation about Search, Social, and Commerce: What happened, why it matters, and the implications for local businesses and national brands.
We are back in the Mountain Bike Media Pit with Elizabeth, Zach and Bill to break down all the short track and XCO action from the Leogang MTB World Cup that took place in Austria. Donor Drive! Cyclocross Radio is part of the Wide Angle Podium network and we are knee-deep into this year's donor drive. Please consider becoming a member and grabbing a limited edition Wide Angle Podium beanie. Go to www.wideanglepodium.com/donate to learn more and contribute. Visit our sponsor, Endura! No matter what type of riding you do, Endura have you covered. CX, gravel, mountain bike or road they have apparel and accessories for every rider. Visit endurasport.com to see all of their latest winter ranges and use the code “Wideangle20” for 20% off your next order. Follow Elisabeth on Twitter at @egrindcore. Follow Micheal on Twitter at @landsoftly and Instagram at @yeahyouride. Follow Zach on Twitter at @theshoestar and Instagram at @zacharyschuster Follow Bill (@cxhairs) on Twitter and Instagram and the CXHAIRS Bulletin on Instagram at @cxhairsbulletin. Check out Hot Lap Summer and subscribe to the Wide Angle Podium YouTube channel at www.youtube.com/wideanglepodium. Check out The CXHAIRS Bulletin from Zach and Bill at https://cxhairs.substack.com/. You can find Cyclocross Radio, and all of the Wide Angle Podium shows on Apple Podcasts if that's how you consume podcasts. Also, rate and review on Apple Podcasts, even if it's not the way you consume podcasts. Have a question, comment, complaint, or general inquiry? Hit us up at email@example.com, And don't hesitate to call the helpline: 405-CXHAIRS (405-294-2477). Need coffee? (Trick question, you do). Check out our partnership with Grimpeur Bros and the amazingly tasty Hello Cyclocross Friends! Espresso blend. You can get these flavorful and possibly magical beans here: https://www.grimpeurbros.com/products/hello-cyclocross-friends-wap-espresso.
Few rooms offer more emotional support than the modern bathroom. Bad date? Excuse yourself to the restroom. Need to make friends with other people in your college dorm? Funny enough, bathroom. Went a little too hard at the company offsite? Better hope you're not running into your VP in the loo.But the bathroom used to be far less thrilling. Hundreds of years ago, it was a pot in the corner. And before that? Idk…a bush? But one man decided that pots were gross and he was going to add some dignity back into going to the restroom. John Harington took the world of plumbing by storm and invented the flushable toilet. But why haven't you heard of him? All that and more in today's episode.Today, we're talking with Dave Fink about how he too took on a thousand year old industry. As Co-Founder and CEO of Postie, Dave changed the way modern marketers approach direct mail. In this episode, he shares how mail can take your marketing campaigns to the next level, how to leverage modern technology on ancient mediums, how CX can improve your marketing, and much more.--------“If you take a CX approach to your entire marketing stack, then you end up building a deep understanding with your prospects and customers.” - Dave Fink--------Time Stamps* (0:00) The troublemaker, the Queen, and their toilet* (8:03) What is Postie?* (10:55) Why CX leaders shouldn't underestimate direct mail* (12:28) Modernizing ancient history* (14:17) The Postie Customer Experience* (18:15) Taking a CX approach to marketing--------SponsorThis podcast is presented by Oracle CX. Hear more executive perspectives on CX transformation at Oracle.com/cx/perspectives--------LinksConnect with Dave on LinkedInCheck out Postie
The focus of today's episode with James Gilbert is customer experience (CX). James is a three-time CMO and the current CMO of RedRoute, an automated customer service voice assistant. According to James, a single bad customer experience can have a bigger business impact than the biggest deal of the year, therefore it's vital to create an impeccable customer experience for everyone who comes across your brand. 0:00 Intro 1:03 Conversation with James 1:55 RedRoute 4:30 Company culture and onboarding 9:00 Instagram to humanize brand 11:06 Customer experience (CX) 14:16 Three perspectives 16:54 Qualities of good vendors 21:24 Wow moments 25:42 Impact of negative experiences 28:35 Should marketing own CX 31:25 Get connected 32:28 OutroAre you Designing CX for Marketing or for Your Customers? Follow The Juice:| Website | Blog | Twitter | LinkedInFollow James: | LinkedIn | Twitter | RedRoute | Creator Page Follow Brett:| Twitter | LinkedIn
On this episode, we're talking about transformation: one of the most commonly tossed around buzzwords in business and consulting–and arguably one of the least understood. To do this, we're joined by Nathan Weyer, current Chief Operating Officer of Experience Design at Philips. Nathan has a long history with frog, first as a frog himself, then an alum, and now a client. He's here to share more about what he's learned about leading transformation initiatives in big organizations, managing creative teams and using Agile methods to align on a vision in the face of constant change.Brought to you by frog, a global creative consultancy. frog is part of Capgemini Invent. (https://www.frog.co)Find episode transcripts and relevant info (https://www.frog.co/designmind/design-mind-frogcast-ep-24-transformation-never-really-ends/)Register for the frog 'Reverse the Funnel' Webinar (https://uk-webinar.splashthat.com/)Research: Camilla Brown, Senior Copyeditor, frogAudio Production: Richard Canham, Lizard Media (https://www.lizardmedia.co.uk/)
Natasha Rantanshi-Stein is the founder at Surfboard - a service that has reinvented workforce management (WFM) by turning it into team planning. Surfboard is focused on team planning for CX and this is a fast-moving area, especially since the pandemic created a sudden wave of flexible and home-based workers. Listen to Peter Ryan talking to Natasha about the evolution of WFM on this episode of CX Files... https://www.linkedin.com/in/natasha-ratanshi-stein-69333723/ https://teamsurfboard.com/
Anthony Iannarino is a highly respected international speaker, bestselling author, entrepreneur, and sales leader specializing in complex business-to-business sales. Anthony is a top thought leader in sales strategy. His most recent book, Elite Sales Strategies: A guide to being one-up, creating value, and becoming truly consultative.What does it mean to be a sales guide?4:44.428 – 7:20.708 Why does it require more of a salesperson of being one-up?7:53.623 – 9:45.219 Are you the hero or the guide in sales?10:23.127- 11:05.288 the difference between buyer's journey and buyers' journeys11:19.093 – 13:41.318 What happens when desperation kicks in for salespeople?13:58.910 – 15:17.980 Why should you stop talking about solutions and start talking about outcomes? [Solution mode vs. Outcomes Mode]Uncertainty kills decisions16:26.820 - 19:29.620 Why Should Salespeople create certainty over credibility?19:43.782 – 21:12.486 Decisions Makers Seek Trusted Advisors21:26.678 – 23:05.03 Why prevents clients from ChangeHow to create certainty so clients change25:20 – 27:12.029ABOUT NICK GLIMSDAHLSubscribe to my weekly newsletterFind me on TwitterFind me on LinkedInLISTENER SUPPORTPurchase Nick's books: Reasons NOT to Focus on Employee Experience: A Comprehensive GuideApparel: https://www.teepublic.com/user/press-1-for-nick Support this show through Buy Me A CoffeeBOOK RECOMMENDATIONS:Learn about all the guests book recommendations here: https://press1fornick.com/books/ BROUGHT TO YOU BY:VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/
The pandemic of the last couple years has proved how important customer experience is. Organizations and leaders have learned that they won't survive if they don't have a solid customer experience in place and train all of their employees to institute it consistently. Jay Juffre, the Executive Vice President of ImageFIRST, learned this firsthand. Jay has grown up in the textile and industrial laundry industry – holding just about every job you can imagine. He was tapped to oversee ImageFIRST's customer experience initiative back in 2013 and still does today. Because of his experience trail heading ImageFIRST's CX, Jay has expertise on this topic. He is joining Dave Murray on the show today to talk all about how a CX focus fuels extreme growth. Throughout the conversation, they navigate this most important of questions: how do you grow an organization in a tight, extremely competitive industry? Jay says you must find a competitive advantage. You Will Learn: How the pandemic proved the importance of customer experience as a competitive advantage. The difference between CS and CX. How focusing on customer experience is what helped ImageFIRST grow like crazy – including a 98% customer retention percentage! How a Customer Experience Cycle created six-plus years ago remains a competitive advantage and is a weekly focus to this day. How a focus on Internal Culture has led to industry-leading employee retention numbers pre- and post-COVID Resources mentioned: The Customer Service Revolution Podcast *** EPISODE CREDITS: If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
One bad experience and the click of a mouse. That's all it takes for a customer or employee to go somewhere else. As life and work have become digitized in the last two years, the switching cost has decreased to almost zero. It's never been easier for people to change their company loyalty. Experience management has never been more important. But creating those great experiences that resonate with customers and employees requires paying attention to customer feedback and insights. In times of uncertainty, organizations aim to consolidate the number of ways they listen to understand the cause and drivers of the experience, says Brad Anderson, President of Products & Services at Qualtrics. Turning customer feedback into actionable insights requires continuous listening, finding areas to improve and driving those improvements. Those insights direct organizations to the next best step for the individual and the group and can be adjusted in real time. Organizations need to pay attention and understand the emotions people feel as they interact with the organization, both as customers and employees. Understanding those emotions helps brands identify what is and isn't working. Anderson says call centers are a gold mine of information that doesn't even require asking for new feedback. By listening to conversations that are already happening with the help of AI, companies can understand what experiences need to be improved and the next best action for individuals and groups. Listening to customers helps pinpoint areas of friction within the experience that can be improved. Anderson recommends paying attention to the emotions behind the experiences. People are often willing to share good and bad experiences, but organizations and leaders need to listen to their feelings to drive improvement. As companies listen, experience management programs create memories of every experience a customer or employee has had. As technology advances, brands can recall those experiences in real time to provide personalized insights into the next right step for every person. Experience matters now more than ever. And the key to delivering great experiences to customers and employees is listening, finding areas to improve and continually driving improvements. *Sponsored by Qualtrics ________ Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future. For regular updates on customer experience, sign up for her weekly newsletter here.
Many seek to engage in mentoring, but oversimplify it to everyone's detriment. In this week's episode, Darren expands on the demystifying mentoring by sharing required personal characteristics of those seeking to become mentees. Tune in for the deets.#ux#eq#podcasts#cxofmradio#cxofm#realuxtalk#worldofux#mentoring#uxmentoringCheck out the new World of UX website at https://www.worldoux.com.Visit the UX Uncensored blog at https://uxuncensored.medium.com.
Matt Swain is a recognized Customer Communications Industry Thought Leader. From delivering keynotes around the world to defining best practices, hundreds of well-known companies have relied on Matt's expertise and research for their current and future omni-channel communication initiatives. As Managing Director and Practice Lead for a Broadridge Communications Consulting, Matt brings in valuable market research and consulting expertise to clients relative to benchmarking, as well as for communication strategy, design and execution across print and digital channels. Prior to joining Broadridge, Matt spent more than a decade at Keypoint Intelligence - InfoTrends, where he was a member of the senior management team with global responsibility for business development and customer communications advisory services. Matt is a graduate of Rochester Institute of Technology and holds a Master's degree in print media. Questions We always like to give our guests the opportunity to share in their own words, a little bit about their journey. How did you get to where you are today? The fourth annual CX and communication survey that your company had done, where you studied 3000 North American consumers, highlighting some of the major points and gaps in the customer experience two years into the pandemic. Could you tell us a little bit about the survey and some of the results that that survey created? What are some of the most interesting research that you have seen are conducted in the customer experience space, and could you share with us also maybe what are some of the things that have surprised you the most in that research? Now as it relates to personalization, the report says 65% of consumers would prefer to receive fewer, more tailored communications through their preferred channel. What has your research shown in terms of, do you still find companies all over the place? So, you said that consumers were looking for a more engaging digital experience, could you share with us maybe one or two things that you think a company could employ or put in place to make their digital experience more engaging? What are your thoughts on organizations, because digital, it's been accelerated because organizations who weren't even fully digital or were looking to put digital as part of their strategy definitely had to do some quick acceleration because of the fact that we're all stuck at home. How do they bridge that gap? Because people I think still want human interaction? Could you share with us what's the one online resource, tool, website or app that you absolutely can't live without in your business? Can you also share with us what's the one thing that's going on in your life right now that you're really excited about, either something you're working on to develop yourself or your people? How can listeners find you online? Do you have a quote or a saying that during times of adversity or challenge, you'll tend to revert to this quote if for any reason you get overwhelmed or challenge? And the quote kind of helps to get you back on track or just get you back refocused. Highlights Matt's Journey Matt stated that he was listening to that bio and he was thinking, he actually didn't realize Yanique read the whole thing. So, thank you for doing that. As where you ended was that he holds a Master's in print media and that's a very specific degree, especially for a master's degree. And many of the people that went through that programme, were going back to run print operations, they might have had a family business or otherwise. And he was actually interested in print as one of the media channels that we now use to communicate. And so, actually, he did his Master's Thesis on the shifting spend of companies across different media. So, print was a starting point for him but he spends a lot of time now helping clients transition from print to digital communications and look specifically at how to create better experiences with the communications that they send. The fourth annual CX and Communication Survey Results Highlighting Major Points and Gaps in the Customer Experience 2 Years into the Pandemic Me: Now, in preparing for this interview, I was looking at the fourth annual CX and communications survey that your company had done, where you studied 3000 North American consumers, highlighting some of the major points and gaps in the customer experience two years into the pandemic. Could you tell us a little bit about the survey and some of the results that the survey created? Matt shared that this was a passion project of his when he first started it, which was in 2019 and he has a really strong marketing and support team that helps execute on it. And what's really been interesting watching the data over the last four years of conducting the research is, there have been some notable shifts, specifically relative to customer experience. So, for instance, in 2019, they found that 35% of consumers thought that most of the companies they did business with needed to improve the experiences they provide. So, let's say you know, roughly one in three had that position. In 2022 now that we've gone through, we're well into a pandemic, depending on which way you look at it, they now find that 65% of consumers, so an increase of 30 percentage points, 65% of consumers think that most of the companies they do business with need to improve the experiences they provide. And that is quite a jarring shift from his perspective. And he thinks it speaks to the increased expectation that we as consumers have on the companies that we do business with, but also it shows a separation of the leaders from the rest of the pack when it comes to customer service and customer experience. Research Done in the Customer Experience Space Me: Very true. And so, a big part, we're all going through the pandemic, as you said, I guess it depends on how people want to look on it. But what are some of the most interesting research that you have seen are conducted in the customer experience space, and could you share with us also maybe what are some of the things that have surprised you the most in that research? Matt shared that the research covers customer experience, but then also goes into specifics around what consumers are looking for from the companies they do business with. So, they found a lot of trending data around customer service, wanting better experiences when they needed that service experience. And at the same time, they're also asking for the use of technology, AI, chatbots to be a first line of defence to answer easy questions. And he thinks this is actually tripping a lot of companies up because there's technology out there that can reduce the cost to service a customer. But the challenge is that companies are becoming too reliant on the technology, and it's resulting in reduced customer satisfaction, because they're not getting flipped to a live agent when they should be in that process. So, a lot of the negative feedback that they see in the research is that people are looking for a sense of humanity or empathy, or “Let me speak to the Operator or make sure that I can understand the person that I speak to.” And he thinks that that component is so critical, when you think about where somebody is in the journey when they need to contact you, there's usually some challenge in the communications that you've sent, or they're dealing with something very personal, and they need to be serviced in a more personal way. And so, it's a really delicate balance. So, they look at the impact from a customer service perspective of new technology it being incorporated into that journey. But then they're also stepping back and saying, “Well, why did that person had to have to reach out in the first place?” So again, through his lens, from a communication standpoint, it is, “Well, if you sent a bill or a statement to your customer….. Was it summarized? Was it easy to understand? Was it written in plain language? Did it have relevant content?” Because ultimately, what they're hoping that they can help their clients get to is a very seamless experience and that they send a communication whether it's in print, or digitally, and the recipient can quickly digest the information and understand what action they need to take, review my account, pay a bill, sign a waiver, whatever that next step is, that's what they're hoping that they're going to be able to do efficiently and hopefully reduce that aspect of call centre volume. Personalization – Consumers Prefer Fewer, More Tailored Communication Through Their Preferred Channel Me: Agreed. Now, in the survey that was done, you focused on customer experience omni-channel approach personalization. Now as it relates to personalization, the report says 65% of consumers would prefer to receive fewer, more tailored communications through their preferred channel. What has your research shown in terms of, do you still find companies all over the place? Or are they more taking a more centralized approach? Because I do agree, I think it's really great if you could generally get everything in one place instead of you're looking up information here but that information that's located on that platform is not located on this one, is just like you're all over the place. Matt stated that there's another aspect to that, which is who are the 30 something percent of people that don't want that right? From a personalization standpoint, actually specific to that, they do find people that want to remain somewhat anonymous digitally and they don't want companies to use their personal data in any other way than they should be using. And they actually asked a separate question around sharing of personal data, so additional data that you as a company don't need, but would the consumer provide it to you if it enhance their experience, created a better experience? And they found that about half of Gen Z and Millennial respondents said that they would be willing to provide that and that dropped off for a Gen X and baby boomer audience that was less willing to provide incremental information. Going back to Yanique's original question around centralization. He thinks they find one of the biggest challenges in a lot of their clients, especially their larger clients is they've grown through acquisitions, they have different lines, each line of business has its own underlying systems. And each head of the business might kind of operate their own fiefdom to some extent, which from a business owner perspective, can be advantageous or easier. But from a consumer or investor or recipient perspective, that can be really painful because he's having to log into different systems, or he doesn't have a total view of his relationship with that company in one centralized location. And he thinks that is an area that really needs to be addressed. But it comes back to the underlying systems that the people, the processes and the technology supporting that ecosystem that needs to be simplified and addressed before you can deliver on that better experience that the consumer is asking for. Me: Agreed. Sometimes I think organizations take simple and make it complex when it really should just be so easy. And I'll give you an example. I'm currently doing some market research for a client and in the midst in the market research training that we did with persons yesterday, we forgot to ask them if any of them were existing customers of that particular company. So, I kind of just wanted to send out a quick google form to capture that information so we had it on file. And so, we jump on Google Forms simply asking one question, and I literally spent like probably about 15 minutes, just trying to Google, how do you get multiple responses in a Google form? And there was like, no clear answer, because it has multiple choice, but then when we did the test, and we clicked on it, we realized that the respondent would only be able to select one answer. And there may be cases where they are a customer of the company, but they're not a customer of all business lines. And so, there are three business lines that we're doing the market research for, and we just wanted to find out if these persons were one customer of a business line, or no customer, or multiple customers have a business line. And it took me so long to find it. And I said to myself, Google usually makes things so simple. Why in their form did I have to do so much digging to figure out that instead of selecting multiple choice, I should have selected checkbox, because checkbox acts like a multiple choice, but it allows you to select multiple responses or answers. And that came to mind a while ago, just because of what you said. I find that sometimes we think the technology is there to help us, it's not supposed to be rocket science, I'm not supposed to be trying to figure out, okay, where do I find this information. It should be there, quick and easy, either in settings or as a drop down so that you can know that that's an option that you can exercise on us. Would you not agree? Matt shared that we would and he thinks the irony, there is part of ensuring that you've delivered on that better experience is doing that voice of customer that surveying much like you would use the Google Form to do surveying of your audience, right? So, they find that often where, again, through his lens they'll work with a client and say, let's conduct some voice of customer research and they use a platform where they'll enable a customer of theirs to go in and navigate their online account. And they'll say one of the common prompts is navigate to your most recent statement. And it's really interesting to watch people try to find that statement and it's usually in a drop down, the third or fourth drop down over which isn't really that intuitive to know that a statement is going to be the eighth line on the drop down. And it's one of those where for those people that were building it, they know exactly where it is because that's how they built it and that's the approach they took. But for the consumer to navigate to it, that helps expose may be an opportunity to improve or streamline that experience for consumers that are looking to get access to that document. Me: Yeah, I agreed. Totally agree. I guess as you said, that's why it's important to test it because then you get to see multiple approaches as to how different people will navigate on that platform. In customer service, we have this thing, this example that we use that we normally say, a school or a university, they basically wanted to see what the path was of the students as they were walking on the campus. And so, they waited until it snowed, and then they kind of watched people's pattern to see where they walked and that's what they use as a guide to make that the actual pathway. Because you might create a situation or a building where you've created a pathway for people to walk but maybe that's not where they naturally gravitate to walk. And so, if you look on it from an online perspective, if someone goes on a site, maybe because of how they're trained, because of other platforms that they've used, or just genuine human interaction or intuition, they may go to the right of the page, or to the top of the page thinking that's where they're going to find that particular item. But maybe that's not where it's supposed to be. And if you look at the pattern of how people operate, it would indicate to you if the structure that you're putting in place is really the best place to place that. Are people going to be able to find it easily? Is it going to be frustrating for them? Are they going to have to be reaching out to your support team to find out how to get that information? How easy is it for them to find this information, and it should be easy enough that I think a five or six year old should be able to find it. Matt shared that he loves the analogy with the snow on the surface, he immediately goes to that visual that we've all seen where you see the trampled trodden and dirt path that cuts the corner, the concrete path, or whatever it is the cobblestone. But he also thinks there's also a component of this, that when we think about what the company is trying to achieve, and then looking at what the experience is, so he uses that statement navigation as an example. These are the same companies that are very aggressively asking their customer base to go paperless. So, take the paper out of the process, because it saves us money, we don't have to print and mail it. But then when you look at the value proposition for the consumer, it's not there, right? Like what's in it for me to go paperless? Now I have to go to your website and navigate and try to find this and the experience is no better, usually it's a static. And he's generically saying this, not all of their clients are this way. But it points you to a static document, not an interactive digital experience that provides more value than he would have gotten in paper. And that was actually a really interesting takeaway from the research, which was 71% of consumers that had not gone paperless said that they would do so if the company provided a more engaging digital experience. And that's like the “big aha,” which is if we're creating better experiences, we're improving customer experience, but we're also achieving these operational goals of reducing print and mail and otherwise. Consumers Looking for a More Engaging Digital Experience Me: Amazing. So, you said that consumers were looking for a more engaging digital experience, could you share with us maybe one or two things that you think a company could employ or put in place to make their digital experience more engaging? Matt shared that one of the weakest links of many companies' communication strategy, and again, through his lens, right, so those that are sending a bill or a statement, is that bill ready or statement ready notification. So, think of the banks, the insurance companies, the telecommunications companies, utilities that you work with, they'll send you that note that just says, “Your statement's ready, click here to view and access.” And sometimes it doesn't look anything like the rest of the brand that they've invested heavily in, it's a monthly communication. So sometimes it's the most frequent touchpoint that I have with that company, is this this generic email. And one of the things that they do with clients, there are two approaches. One is an enhanced email where they're able to deliver more content directly within the email. So, instead of just saying it's ready, let me provide some value that directionally shows you how you did this month versus last or things to think about or other actions they're hoping you'll take. Or they can redirect you to a microsite. So, instead of having to go back to the portal and log into the website, that way, you can authenticate through the email and get the full details in a microsite or a personalized experience that's specific to that statement or bill that he's asking you to look at. Organizations Looking to Put Digital as part of Their Strategy – How do They Bridge That Gap as People Still Want Human Interaction Me: And what are your thoughts on organizations, because digital is definitely I know it's been accelerated, I would say 10 times since the pandemic because organizations who weren't even fully digital or were looking to put digital as part of their strategy definitely had to do some quick acceleration because of the fact that we were all stuck at home. And of course, this was the only way that they could ensure that there was some continuity of business with their clients. But let's say you use digital, I'm all for digital, I believe that it's really important, technology is great. But I do also believe that you should make yourself accessible if I do need to speak to a live human being. And I find that sometimes, the companies, they take on these technology tools, and when they take the technology tools on, and hopefully the technology should help you. So, for example, let's say I wanted to reach out to my utility company, and they have this chatbot on your website. And the chatbots name is let's say, Ella, I say, “Hi, Ella.” And Ella is able to answer very standard questions. But of course, because I know Ella can't answer me, I'm going to say to Ella, automatically, please connect me to a representative. So, she can transfer the call to somebody, the conversation to somebody who can actually help me. But that in itself doesn't work very well, because nobody actually is able to be connected to. And when you try to call them on the phone, you're not able to get through to them, because you're on hold for very long periods of time, 53 minutes, 60 odd minutes. How do they bridge that gap? Because people I think still want human interaction! Matt sated absolutely. And that's the challenge that he's seeing now. It's coming through in the research that they're doing and some of the client discussions, which is that the jump to embrace the technology from you could say it's customer experience led, oftentimes it's cost cutting led, there's an operational savings to implementing that chatbot. Hopefully, that there is a balance that there is the improved customer experience of getting something answered quickly, like, “Where should I mail my bill to or what are your hours of operation?” Or those types of things that somebody might get value out of the chatbot. But your comment about that hold time, where you then go on the phone, and you have to listen to a rotating one minute message that keeps telling you go online, you can conduct everything there yet, that's where you started, and you weren't able to achieve what you needed so you came to the phone, but you still have that hour wait. He thinks it does speak to the need to have the capability of flexing the staff. So, you might have your full-time utility staff, and then you can tap into a third party that might charge you a bit of a premium, but they can help you during those surge times as well. App, Website or Tool that Matt Absolutely Can't Live Without in His Business When asked about online resources that he cannot live without in his business, Matt stated that he would say it is the Voice of Customer Research Tool that they use. And it is so efficient to be able to go in and get, he wouldn't call it real time feedback, actually, he can do real time if he sets it up that way. But if he's looking to that, a new concept, or go into a client meeting prepared with feedback from their customer base, so it's not just, “Here's what we're hearing from generic surveys but here's what some of your customers said about you. And I know that you know a lot of this already, but we just wanted to come prepared to the meeting.” It's such a valuable tool in that way. So, whether it's AB testing, or a quick poll or survey, or getting feedback on a new concept or design, it can be a really valuable way of bringing data and analytics to the discussion with the client or to make a more robust solution if they're building something on their own. What Matt is Really Excited About Now! Matt shared that Broadridge is a pretty large company, they have 14,000 Associates across 21 countries, they also support a lot of clients. So, they have actually sent 7 billion communications a year on behalf of their clients. So, that results in a little bit of practicing what you preach. So, they have a client success team at Broadridge and he's a member of the client satisfaction and engagement work stream and in that work stream, they're gathering perspective from their clients about what Broadridge does well, where they can be a better partner, how they should be thinking about their products or services, their technology offerings going forward. And that's all in the hopes of best positioning themselves as their partners of the future. So, they encourage their clients to do that voice of customer research to make sure that they're taking a design thinking approach and a customer first approach to the way that they support their clients and consumer. In many cases, they're doing the same within their organization, he thinks it's incredibly important to always keep that in perspective that you need to have your finger on the pulse of what's happening within your organization, the trends that are influencing outside forces, and then ultimately, how that can help better position you to be a better partner going forward. Where Can We Find Matt Online Website – www.broadridge.com LinkedIn – Broadridge Communications Consulting Twitter - @Broadridge Twitter - @AskMattSwain LinkedIn – Matt Swain Podcast – Reimagining Communications with Matt Swain Quote or Saying that During Times of Adversity Matt Uses When asked about quote or saying that he tends to revert to, Matt stated that it's funny, as Yanique was asking the question, he had all these quotes just going through his head and the one that kept kind of pushing its way to the front was, “Do no harm.” And he thinks the do no harm approach is a really critical one, especially when you're thinking with a customer service lens or a customer experience lens, that if you can live by do no harm mantra, he thinks you're going be in a good position. Please connect with us on Twitter @navigatingcx and also join our Private Facebook Community – Navigating the Customer Experience and listen to our FB Lives weekly with a new guest Grab the Freebie on Our Website – TOP 10 Online Business Resources for Small Business Owners The ABC's of a Fantastic Customer Experience Do you want to pivot your online customer experience and build loyalty - get a copy of “The ABC's of a Fantastic Customer Experience.” The ABC's of a Fantastic Customer Experience provides 26 easy to follow steps and techniques that helps your business to achieve success and build brand loyalty. This Guide to Limitless, Happy and Loyal Customers will help you to strengthen your service delivery, enhance your knowledge and appreciation of the customer experience and provide tips and practical strategies that you can start implementing immediately! This book will develop your customer service skills and sharpen your attention to detail when serving others. 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This week on the Voices of CX Podcast we hosted Marilyn Mead, VP of Marketing at Winmo. We discussed how applying the authentic voice of the customer throughout the organization (with a focus on marketing) is one of the best ways to put your company on the path to being truly customer-centric.
This episode features an interview with Waseem Kawaf, Global Vice President of Digital Experience at STANLEY Security, a company that provides security services to institutions all over the world, including schools, hospitals, governments, retailers, airports, and financial institutions. Waseem is an expert in digital strategy and customer experience, having recently shaped STANLEY Security's digital presence and consulted with many top brands in the past.In this episode, Waseem shares thoughts on how STANLEY Security approaches customer experience and automation, especially when insights from the data might be surprising. He provides advice on the importance of always keeping up with a changing market and prioritizing user-centered design.-------------------Key Takeaways:It's important to continuously test aspects of the digital experience, because customer needs and wants are always evolvingHaving everyone trained in user-centered design can unite siloed teams and put the customer at the forefront of every initiativeWe're at the nascency of the emerging field of customer experience, and successful marketers and CX professionals should look at the large tech giants to see what decisions they're making-------------------“You always start manual. You always start manual, cause you gotta learn. I do think that's where companies, and a lot of consulting companies, make errors. You can't assume what a user's gonna do. You see what they're gonna do, and then build on it. You do market research – and so, I feel like we were in a period, for many years on the marketing side, where we were building for the board, we were building for our internal teams, we were building for our own user preferences. So it's flipping the script there.” - Waseem Kawaf-------------------Episode Timestamps:*(01:53) - Waseem's role at STANLEY Security and his background*(03:17) - STANLEY Security's global footprint*(04:15) - Continuous optimization and evolving with the customer*(05:31) - The importance of governance*(09:17) - Use case of automated chat leading to first natural language processing menu and reduced call times*(12:56) - Why Waseem wants everyone trained in user-centered design*(16:32) - Challenge in cultural transformation and stakeholder communication*(19:24) - Looking toward the future: CX is in its nascency*(23:27) - An example of another company doing it right with customer data (hint: it's LinkedIn)*(24:53) - Optimism for the future, even when optimism can feel rare-------------------Links:Connect with Waseem on LinkedInConnect with Kailey on LinkedInLearn more about STANLEY SecurityLearn more about Caspian Studios