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Tom Shimko, a seasoned expert in customer experience (CX) and marketing, to discuss the ROI of CX. Tom highlights the necessity of treating CX as a strategic imperative rather than a mere nicety. He unpacks the IDIC framework by Peppers and Rogers, emphasizing identification, differentiation, interaction, and customization as key steps.
Tom shares insightful case studies, including work with 1800 Flowers, AIG, and Prudential, demonstrating how targeted CX improvements can significantly enhance customer value and reduce attrition. He underscores the importance of aligning CX initiatives with senior leadership’s goals and understanding customer needs at every lifecycle stage to justify continued investment in CX efforts.
What are some misconceptions about proving the value of customer experience?
Addressing misconceptions helps CX leaders understand the critical elements that often go overlooked or misunderstood. Tom highlights the importance of measurable metrics in customer experience, which are essential for justifying investments and making informed decisions. It also helps shift the view of customer experience from being a "nice to have" to a strategic necessity.
How does the IDIC framework relate to the customer lifecycle?
Tom discusses the IDIC framework, which includes Identification, Differentiation, Interaction, and Customization. Understanding this framework allows businesses to segment their customers effectively, address their needs more precisely, and measure the impact of their strategies. By relating it to the customer lifecycle, Tom shows how this framework can be applied in real-world scenarios to enhance customer relationships and drive business growth.
Can you walk through some use cases from your experience to give leaders a blueprint for how they might identify opportunities to calculate the ROI of CX?
Real-world examples and use cases provide practical insights and a blueprint for CX leaders. Tom's examples from 1-800-Flowers, AIG, and Prudential show how specific strategies can have a significant impact on business metrics like customer retention, revenue, and cancellation rates. These use cases offer actionable steps for leaders to follow and adapt to their unique contexts.
Meet Tom!
Tom Shimko brings a background of 20+ years of experience leading marketing, customer experience, and strategic planning in both senior management and consulting roles.
These have included building and leading the consulting division as a Senior Managing Partner at Peppers & Rogers Group, Director of International Marketing at Prudential, Head of Marketing Intelligence and Customer Experience at GE Capital, SVP, Customer Retention and Loyalty at AIG, and as the Chief Marketing Officer at Pitney Bowes, Danbury Health Systems, and the DMA.
His consulting clients cross B2B, B2C and Nonprofit sectors, and include organizations such as Acxiom, Oracle, 1800Flowers, Space.com, Jaguar, Wolters Kluwer, Rodale Publishing, the American Cancer Society, and the Young President’s Organization.
Tom currently leads Shimko1to1.com, where he helps organizations to increase customer acquisition, improve retention, and grow customer value, by focusing on customer needs, potential value, and by improving the customer experience.
Known for driving transformative growth, Tom excels in crafting innovative customer-centric strategies and leveraging data-driven insights, with a focus on action, impact and results. -
On the latest episode of The Delighted Customers Podcast, Roxie Strohmenger, CCXP, an acclaimed CX strategist and Board Chair-Elect of CXPA, shares valuable insights on the power of data in customer experience. Roxie has shaped industry standards, from co-defining Forrester's CX Index to leading award-winning CX initiatives at UKG, and is now a principal strategist at Heart of the Customer.
In this episode, Roxie introduces the “web of data,” a groundbreaking concept for accessing and integrating diverse data sources to accelerate decision-making. She explains how CX leaders can leverage this approach to give executives real-time, actionable insights supporting strategic business goals.
Roxie also examines the repercussions of limited data access, which often results in CX being seen as a cost center rather than a strategic partner. She offers practical strategies for CX professionals to foster collaboration with IT and data teams and overcome technical and regulatory barriers to streamline data integration.
Finally, Roxie highlights the importance of aligning CX metrics with key operational and financial metrics. This alignment helps CX professionals communicate their value effectively to executives, fostering buy-in and elevating CX as a strategic asset.
Listen in to discover actionable strategies to navigate data challenges and make a compelling case for CX at the executive level!
Meet Roxie
Roxie Strohmenger is an innovative, determined, and passionate award-winning CX Change Maker who believes great things don't happen in your comfort zone. With over 20+ years of experience, Roxie has a passion for designing and executing innovative CX transformation initiatives that are linked to operational metrics and financials to create differentiated, high-quality emotion-focused experiences that create, sustain, and expand customer loyalty. Roxie is currently a Principal Strategist at Heart of the Customer partnering with CX Leaders to deliver solid ROI and also serves as the Vice Chair on the board of directors for the Customer Experience Professionals Association (CXPA). Her expertise has also been featured in podcasts, webinars, and in the book, “Do B2B Better: Drive Growth through Game-Changing Customer Experience." -
Saknas det avsnitt?
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Seth is a legendary thinker and marketer known for challenging conventional wisdom. In this episode, he dives into his latest book, This is Strategy, offering fresh perspectives on how to craft and execute a powerful strategy in today’s fast-changing world.
Beyond just strategy, Seth explores the crucial connection between strategy and customer experience (CX), helping listeners understand why aligning these two elements is key to driving sustainable business growth. Whether you're a business leader, CX professional, or strategist, this episode offers actionable insights you can put into practice immediately.
Meet Seth!
Seth Godin is an author, entrepreneur and most of all, A teacher
Seth is an entrepreneur, best-selling author, and speaker. In addition to launching one of the most popular blogs in the world, he has written 21 best-selling books, including The Dip, Linchpin, Purple Cow, Tribes, and What To Do When It's Your Turn (And It's Always Your Turn). His book, This is Marketing, was an instant bestseller in countries around the world. His latest books are The Song of Significance and The Practice, and creatives everywhere have made it a bestseller.
Though renowned for his writing and speaking, Seth also founded two companies, Squidoo and Yoyodyne (acquired by Yahoo!).
By focusing on everything from effective marketing and leadership, to the spread of ideas and changing everything, Seth has been able to motivate and inspire countless people around the world.
In 2013, Seth was one of just three professionals inducted into the Direct Marketing Hall of Fame. In an astonishing turn of events, in May 2018, he was inducted into the Marketing Hall of Fame as well. He might be the only person in both. -
Raj Sivasubramanian has served as a CX leader in great brands like AirBnB, eBay, Verint, and Bain and now leads the journey management practice at QuestionPro. He's a Professor of Practice at Michigan State University in the CXM Masters of Science Degree program. He’s worked with some of the most successful brands and joined us to share insights about how great companies differentiate on customer experience.
In this episode:
What do we do about the metric trap?
This question is essential because many organizations fall into the trap of over-focusing on metrics like NPS (Net Promoter Score) and CSAT (Customer Satisfaction) without necessarily improving the customer experience. Raj provides strategies and insights to avoid this trap, which can help organizations focus on actionable insights rather than just numbers.
How does operational data play into customer sentiment data?
Understanding how to integrate operational data with customer sentiment data is crucial for gaining a holistic view of the customer experience. Raj's explanation helps organizations realize that customer feedback alone isn't enough; it should be supplemented with operational metrics to drive meaningful actions that improve the customer experience.
What approach works best for making organizational change happen from a CX leader's standpoint?
This question is critical for anyone trying to drive customer-centric changes within their organization. Raj discusses different strategies like looking for quick wins, connecting insights to key corporate initiatives, and the importance of having allies. His advice provides a roadmap for CX leaders to effectively influence and implement changes that can significantly enhance customer experiences.
Join us for an engaging conversation as Raj shares practical tips and actionable insights. -
Customer Experience Management takes on an entirely different context when you or a loved one gets a cancer diagnosis. As you'll hear from my guest on this episode, the healthcare system is broken in many ways. UNC is starting with a better way to listen.
Loretta Muss, coordinator of the Patient and Family Advisory Council (PFAC) at the North Carolina Basnight Cancer Hospital, recently retired after advocating for patients, families, hospital staff and administration for the past 14 years.
Muss started in her role with the PFAC in 2009 with the hope of strengthening the relationship between patients, caregivers and their cancer care teams.
On this episode of The Delighted Customers Podcast, Loretta talks about some of the realities stressing our healthcare system and the impact on patients. She shares the immensely successful PFAC she launched for UNC's Cancer Hospital and we talk about how the model can be used to help businesses inside and outside of healthcare.
Here are three pivotal questions she answered, which we believe can reshape how we view healthcare:
How can caregivers' inclusion in advisory councils transform patient care?
Caregivers play a crucial role in the patient journey, often providing the most consistent care. Understanding their perspectives can lead to more holistic and effective healthcare solutions.
What strategies can be employed to prevent burnout among healthcare providers while maintaining high standards of compassionate care?
Burnout is a critical issue affecting healthcare providers worldwide. Addressing it is essential to ensure that providers can continue delivering the high-quality, compassionate care that patients need.
In what ways can personalized patient interactions improve overall healthcare outcomes?
Personalization in healthcare can bridge the gap between clinical efficiency and patient satisfaction. Exploring this can lead to better health outcomes and a more humane healthcare experience.
Curious about Loretta's insightful answers? Tune in to our latest podcast episode and discover how these questions and their answers can drive significant improvements in the healthcare sector. -
Cyndi Lyon is the VP of Customer Experience and Strategy at Otava. She's a Certified Customer Experience Professional and earned her Master of Science in Customer Experience Management from Michigan State University. In this episode, she broke down some of the key barriers that get in the way of building a successful customer experience management practice and offered some actionable ways to overcome them.
In this episode Cyndi answered these questions and more:
Do You Have a Clear Vision and Plan for Your Organization? Cyndi underscores the importance of having a clear roadmap for your organization’s future. It’s not just about the big picture—breaking it down into manageable, actionable steps that employees and stakeholders can understand and support is crucial for long-term success.
Are You Iterating and Celebrating Small Wins? Cyndi believes that even the best plans will fall short without iteration. Starting small and making adjustments along the way allows for steady progress. By breaking long-term strategies into smaller, achievable milestones, you not only keep teams engaged but also create momentum by celebrating each victory.
Is Your Approach Employee- and Data-Centric? Cyndi highlights the power of linking CX metrics to business data and effectively communicating these insights to stakeholders. She emphasizes the importance of understanding who owns the data and engaging champions within the organization to propel the CX strategy forward.
Meet Cyndi!
CYNDI LYON, CCXP
With nearly 30 years of industry experience, Cyndi Lyon is a trailblazer in the realm of customer
experience (CX). As the Vice President of Customer Experience Strategy at OTAVA, she is
leading a transformative shift towards a customer-centric model, ensuring that the customer is
always at the heart of every strategy through relentless focus on continuous improvement and
operational excellence.
Cyndi's dedication to CX is unparalleled. Recently, she earned her Master’s in Customer
Experience Management from Michigan State University, marking her as a pioneer in this
evolving field. Her expertise spans creating exceptional customer experiences, operationalizing
CX strategies, drive continuous improvement and fostering a customer-centric culture that
permeates every aspect of business operations. For Cyndi, the cornerstone of every successful
business is a deep understanding and genuine appreciation of the customer.
Cyndi's career spans product management, technology operations, professional services,
marketing, and more. This breadth of experience fuels her passion for delivering top-notch
customer experiences. Her drive for enriching product and service delivery is realized through
innovation, collaboration, process improvement, and organizational development.
Since joining OTAVA in 2018, Cyndi has built a legacy of success, leading the company’s
product, marketing, and business strategy, and heading the operations team to streamline
processes and systems. Her ability to build and inspire teams, coupled with her strategic
foresight, has been instrumental in OTAVA’s growth and customer satisfaction.
Outside of her professional life, Cyndi is a proud wife and mother of two teenage daughters. She
holds the prestigious CCXP certification and enjoys regularly participating in half marathons and
spending quality time with her family in Ann Arbor, Michigan. -
One of the major problems that data visualization solves is the need for quick and clear communication of complex insights, particularly to time-constrained executives.
It’s about storytelling with data…but how?
With her extensive expertise in data analytics and digital transformation, Katie Manty, a professor at Michigan State University’s Customer Experience Management Master’s program and a leader at Omnicom Health Group, offers unparalleled insights into this crucial aspect of business strategy.
In this episode of "Delighted Customers Podcast," Katie shares compelling strategies and best practices for utilizing data visualization to enhance customer experience and drive executive buy-in.
Key Takeaways:
1. Customer Experience Improvements:
- Pain Points in Banking: Katie highlighted how customers in banking and investment sectors often struggle with mobile check deposits and managing dormant 401(k) accounts. The complexity and inaccessibility of instructions lead to dissatisfaction. She shares best practices on how to solve for that.
2. Data Storytelling:
- Katie's personal advice: Focusing on data storytelling and understanding audience incentives can significantly improve your professional influence. She walks through several illustrations of how to effectively tell stories with data.
3. Effective Data Visualization:
- Importance for Executives: Visualizing data is essential for conveying insights quickly and clearly to senior leadership, facilitating swift decision-making. Katie shares common missteps and how to overcome them.
Meet Katie:
Katie has a passion for building highly-prized customer experiences. Throughout her marketing technology enablement career, she gathers multiple perspectives, analyzes data sets, forges a business vision and puts the initial concept into production using a test and learn mindset for continuous improvement of the product or process. Katie has been with Omnicom Health Group for three years as a leader in digital transformation and data analytics capabilities in the health care sector primarily supporting biotech and pharmaceutical marketing teams.
Katie services clients with Omnichannel marketing solutions based on a framework and capabilities that she derived from years of marketing and data strategy experience. She is a Thought Leader enabling colleagues to upskill and speak marketing acumen underscored by data, data visualization and technology integration concepts. She shares a regular Data Coffee Talk with colleagues on all topics data in marketing including how AI is changing the advertising business.
She began her career at Ernst & Young leading application development, business analysis, roadmap visioning and emerging technology teams. Katie earned an MS degree from MIT in the Management of Technology. Her undergraduate degree is from Smith College with a BA in Computer Science and Economics double major.
Katie is an active alum with both of her alma maters. She spends her free time soaking up the sun as an avid beachgoer, consuming fiction and shuttling her teenage daughter to activities.
Additionally, Katie is a Faculty Instructor for MSU’s MS in CXM degree. She teaches Data Analysis, Data Integration and Data Visualization as part of the program. -
A 34-year-old man fighting for his life in the intensive care unit is on an artificial respirator for over a month. Could it be that his chance of getting off the respirator is not how much his nurses know, but rather how much they care?
A 75-year-old woman is heroically saved by a major trauma center, only to be discharged and fatally struck by a car while walking home from the hospital. Could a lack of compassion from the hospital staff have been a factor in her death?
Compelling new research shows that health care is in the midst of a compassion crisis. But the pivotal question is this: Does compassion really matter?
In Compassionomics: The Revolutionary Scientific Evidence That Caring Makes a Difference, physician scientists Stephen Trzeciak and Anthony Mazzarelli uncover the eye-opening data that compassion could be a wonder drug for the 21st century.
This episode is packed with practical insights and ROI evidence for customer experience investment.
Join me and my guest, Dr. Stephen Trzeciak, author, Ted Talk speaker, and, oh yeah, Chief of Medicine at Cooper University Healthcare.
In this episode:
Evidence-Based Compassion: Compassion in healthcare isn’t just a moral imperative; it has measurable, impactful benefits. Studies show that even a 40-second compassionate intervention can significantly reduce patient anxiety.
ROI of Compassion: Compassionate care doesn't just improve patient trust and outcomes; it also positively affects hospital revenue, reduces staff turnover, and enhances overall service quality. Compassionate hospitals achieve better patient loyalty and team cohesion.
Combatting Burnout: Dr. Trzeciak highlights the inverse correlation between compassion and burnout. Genuine, compassionate relationships are key to fostering resilience and well-being among healthcare providers, ultimately improving team retention and reducing costs related to high turnover.
Meet Dr. T
Stephen Trzeciak, MD, MPH is a physician scientist, the Edward D. Viner Endowed
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.
Trzeciak is a practicing intensivist (specialist in intensive care medicine), and a clinical
researcher with more than 100 publications in the scientific literature. His scientific
program has been supported by research grants from the National Institutes of Health
and the Agency for Healthcare Research and Quality, with Dr. Trzeciak serving as
Principal Investigator. Dr. Trzeciak is the co-author of two books, Compassionomics:
The Revolutionary Scientific Evidence that Caring Makes a Difference (2019), and
Wonder Drug: 7 Scientifically Proven Ways That Serving Others Is the Best Medicine
for Yourself (2022). Broadly, Dr. Trzeciak’s mission is to raise compassion globally,
through science. -
Karl Sharicz is back with his follow-up to CX-PRO, featuring advanced insights from a global lineup of 16 CX thought leaders. (Yes, I’m thrilled to be one of them!) This book highlights the power of collaboration in the CX community, bringing together practitioners, consultants, and educators. It emphasizes human-centered design, a commitment to quality, and the lasting impact of genuine human connections. The book celebrates employee-driven insights as key drivers of innovation and dives into the diverse career paths that fuel the CX ecosystem.
In this episode:
Why this book offers CX leaders a fresh perspective on customer experience management
How the contributing authors were selected
A closer look at standout chapters with exclusive excerpts
A teaser on my chapter about change leadership
This book is an essential resource for CX leaders and anyone passionate about advancing their understanding of customer experience management.
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Show Notes:
Meet Karl
Karl brings over thirty years of skills and experiences gained in high-tech research and manufacturing B2B environments along with proven business acumen. Throughout his career, he has served in a broad range of roles within marketing, sales, training, and training management—developing internal and external customer relationship skills and building a decided customer-centric focus along the way. As the Founder and CEO of HorizonCX, Karl offers professional services to organizations in two general categories.
Small to medium-sized businesses aiming to begin the Customer Experience journey
Large enterprises on the Customer Experience journey aiming to bring it to the next higher level
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In his former corporate role within Tyco SimplexGrinnell, a leading fire and life-safety provider doing business throughout North America, Karl served as Customer Experience Lead where and his team focused on driving those elements of the customer relationship and experience that increased customer satisfaction, reduced customer churn, and increased customer lifetime value.
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Karl is steeped in the Customer Experience Management discipline, including developing customer-centric cultures; determining the voice of the customer and deriving insights and understanding; fostering organizational adoption and accountability; creating customer experience strategies, designing approaches that will achieve customer experience excellence, and setting up metrics and measurement systems that help drive organizational return on investment.
Books: CX-PRO - Beyond the Basics: Advanced Insights for Customer Experience Professionals Paperback – September 10, 2024
by Karl Sharicz (Editor)
https://www.amazon.com/CX-PRO-Advanced-Insights-Experience-Professionals/dp/B0DD9L8BKC -
Jon Picoult, bestselling author and CX thought leader was my first guest in 2022 when The Delighted Customers Podcast launched. He was gracious enough to come back for episode 100 to talk about his His landmark study on the ROI of customer experience is one of the most widely cited pieces of research in the industry.
Jon sheds light on the groundbreaking CX ROI study he initiated, which highlights the tangible and economic benefits of a great customer experience. We'll explore the challenges CX leaders face, particularly in getting executive buy-in, and how Jon's research demonstrates the outperformance of top-rated CX companies versus their lagging counterparts, even amid the pandemic's impact.
If you’re a CX practitioner, you should have this study in your toolkit and understand the trends over the 16 years of research. Spoiler alert - CX leaders outperformed laggards by 5.4x over 16 years!
In this episode:
What’s the purpose and methodology of the CX ROI study?
What makes it different from other studies?
How can CX leaders use it to make the business case for CX?
What are the DO’s and DON’T of applying the findings?
How should business leaders approach the use of AI when it comes to CX strategies
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Show Notes:
Meet Jon
Jon’s insights have been featured by dozens of media outlets, including The Wall Street Journal, The New York Times, Harvard Business Review, Fortune and Forbes. His landmark study on the ROI of customer experience is one of the most widely cited pieces of research in the industry, referenced by firms such as McKinsey, Deloitte, Accenture, Forrester, SAP, and Oracle.
Jon is also the author of the Amazon bestseller, “From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans,” which was featured in The Wall Street Journal as a top reading pick, and has also earned praise from business luminaries such as Horst Schulze (co-founder of Ritz-Carlton Hotels), Hubert Joly (former CEO of Best Buy), and Marshall Goldsmith (world-renowned executive coach).
Prior to establishing Watermark, Jon held senior executive roles at Fortune 100 firms – leading service, operations, distribution, technology, sales and marketing. Early in his career, at the age of 29, Jon earned the distinction of becoming the youngest executive officer in the over 150-year history of a leading global financial services company.
Jon received his bachelor’s degree in cognitive science from Princeton University and his M.B.A. in general management from Duke University.
Watermark’s Customer Experience ROI Study: www.watermarkconsult.net/cx-roi
Watermark’s Website: www.watermarkconsult.net
Jon Picoult’s Speaker Website: www.jonpicoult.com
Books: https://www.amazon.com/Impressed-Obsessed-Principles-Customers-Employees/dp/126425878X -
In the episode, Guy Shalom, the CEO of Glassix, shared the personal story behind the company's inception. Glassix began as a solution to a personal challenge: both of his parents have the same disability, which made effective communication challenging.
This experience inspired Guy to develop a solution that could improve communication not only for his parents but also for customers facing similar difficulties. Over time, this idea expanded and evolved, ultimately becoming Glassix—a company dedicated to improving the customer experience through advanced digital channels and messaging platforms. This journey from a personal challenge to a broader mission encapsulates the company's commitment to making customer interactions more seamless and accessible.
Guy was joined by his Head of Product, Yoad Rashti and his CTO, Boaz Katan as I stretched my podcasting limits with three guests at one time!
๐น AI-Driven Efficiency and Personalization: Glassix is revolutionizing how businesses interact with customers through AI-driven features like conversation summaries, chatbot AI answers, and mood interpretation. These advancements allow for real-time personalized responses, significantly improving both customer satisfaction and agent efficiency.
๐น Cross-Channel Communication: With integration capabilities across multiple platforms like WhatsApp, web chat, Facebook, and Apple, Glassix provides a seamless communication experience. This multi-channel approach ensures that customers can reach out through their preferred platform, making interactions smoother and more effective.
๐น Customization and Security: Glassix's platform is not just powerful but also customizable and secure. Offering flexibility for various industries and compliance with standards like PCI DSS, the platform ensures that user data is protected while allowing teams to tailor solutions to their specific needs.
Catch the full episode for an in-depth discussion on how AI is shaping the future of customer experience and how you can leverage these innovations to boost your business! ๐๏ธ
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Show Notes
Guy Shalom
CEO & Co-founder, Glassix
Guy Shalom is the CEO and Co-founder of Glassix, a leading software company revolutionizing
customer service with its omnichannel interactive communication platform. Under Guy's
visionary leadership, Glassix has become a pivotal player in the SaaS industry, providing
leading-edge digital solutions tailored to the needs of modern contact centers.
Yoad Rashty
CTO& Co-founder, Glassix
Yoad Rashty is the Chief Technology Officer at Glassix, where his expertise in driving
technological innovation and his deep understanding of customer experience technologies empower leading companies to deliver exceptional customer experiences. With a robust background in software engineering and a keen focus on integrating leading-edge artificial intelligence technologies, Yoad leads his teams in developing advanced, scalable, and a secure platform that enhances customer interactions for businesses globally.
Boaz Katan
Head of Product at Glassix
Boaz Katan leads the development of an advanced omnichannel messaging platform designed to enhance customer experiences. With over 10 years of experience as a product designer in both startups and large corporations like NICE and NetApp, Boaz has a proven track record of designing complex B2B systems.
Contact Info:
For guest contact information, I recommend checking out the multiple platforms mentioned in the episode. You can reach out to the business through their:
- Website
- Web chat
- Facebook page
- WhatsApp account
- Apple account
If you prefer more direct contact information, you might want to visit the Glassix website or their social media pages for further details.
www.glassix.com -
Trust in CX: Lessons from the Executive Assistant to Ronald Reagan
In the latest episode of the Delighted Customers podcast, Peggy Grande shares her fascinating journey from a regular middle-class family to becoming the executive assistant to President Ronald Reagan. From her unlikely selection to be the executive assistant for Ronald Reagan to her touching farewell to the 40th President of the United States, her stories provide invaluable lessons in building trust, particularly through the lens of the trust equation.
Here are some key takeaways:
Credibility: Peggy’s story emphasizes the importance of intuitive confidence and competence. She recalls, "I was young, yet I had to present myself as a voice of authority, even when I wasn't always completely confident in myself." This highlights that beyond technical skills, credibility is built by speaking confidently and being willing to take on tasks and make decisions quickly.
Reliability: Peggy demonstrated the immense value of dependability by always being present and prepared. She mentions, "I made it a habit to arrive at the office every day about a half hour before the office officially opened." Showing up consistently and anticipating needs is a cornerstone of reliability.
Intimacy: Building a safe space for confidential discussions and knowing when to offer empathy is essential. Peggy recounts a touching instance during Reagan's Alzheimer's battle, noting how she had to step in discreetly to help him finish a familiar story. This exemplifies psychological safety and the delicate balance of being supportive without undermining.
Self-Orientation: Selflessness in serving another's best interests can build profound trust. Peggy showcases this by emphasizing personalization in her tasks, such as learning Reagan's preferences and structuring his day accordingly. Her focus on others' needs over her own effectively strengthened her relationships and trustworthiness.
Show Notes:
Meet Peggy
Peggy Grande was Executive Assistant to President Ronald Reaganfrom 1989 – 1999, after he left the White House. She is author of the book, “The President Will See You Now: My Stories and Lessonsfrom Ronald Reagan’s Final Years.” She served as a Presidential appointee during the Trump Administration and considers it thehonor of a lifetime to have worked for two Presidents of the United States in both support and strategic roles.
Peggy is an international keynote speaker, TV and radio commentator, and widely published opinion writer in the US, UK,
Australia, and the Middle East. She was Chair of World for Brexit and was national spokesperson for a California ballot initiative. She
serves on the Board of Pepperdine University’s School of Public Policy and the Board of the Center for American Ideas.
Peggy is a graduate of Pepperdine University, mother of four grown children, and has two granddaughters.
LInkedIn: https://www.linkedin.com/in/kenpeterson/
Website: https://www.questionpro.com/us/?
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The Delighted Customers Podcast is sponsored by Better Help -
Ken Peterson is the President of QuestionPro’s Customer Experience Division and joined me for an enlightening conversation about the intersection of AI and CX. QuestionPro’s Voice of the Customer platform already incorporates AI in its range of products from basic surveys to complex research, customer experience and employee engagement.
GenAI promises to change customer experience but what are the smartest strategies to create a win for the customer, a win for employees, while delivering on business outcomes?
Ken, a self-admitted geek and mathematician, shares his vision for the future and shared insights on practical applications.
In this episode of The Delighted Customers Podcast, Ken answers these questions and much more:
How can companies be proactive in addressing customer feedback to prevent passive customers from looking for alternatives?
What are some examples of AI tools, like those used by companies such as Target, that empower employees to assist customers more effectively?
In what ways can AI contribute to customer retention, share of wallet, and add-on sales, as well as improve employee satisfaction?
Why is it important for content to be curated and actionable when incorporating AI into customer experience, and how can companies ensure that employees are properly trained to use it?
Tune in to discover how integrating AI thoughtfully can revolutionize your customer service strategies.
Episode Notes:
Meet Ken
Ken Peterson has over two decades of experience in the marketing research, retail, technology, hospitality and transportation industries with a recent focus on Big Data Business Insights, and SaaS deployments. This ties in with his long history of P&L responsibility and detailed understanding of improving business operations. He has had the privilege of helping clients in retail, hospitality, technology, travel, sports and media better understand how to make use of the vast quantities of data that is now available, but often underutilized and misinterpreted. He enjoys delivering relevant insights, fact-based execution and bottom-line results.
LInkedIn: https://www.linkedin.com/in/kenpeterson/
Website: https://www.questionpro.com/us/? -
Imagine that you’ve been asked to lead a credit union in the middle of a worldwide pandemic. With a rich background in financial and nonprofit marketing, Kristen Heisey has been steering Everence Federal Credit Union towards new heights for the past two years. Under her leadership, the credit union has not only navigated through post-COVID challenges but has also embraced a vision of sustainability and relevance in a competitive market, putting CX at the heart of the change.
Kristen instituted innovative programs like Connect 30, Branch Reimagined, Reach 2030, and Innovation Teams, to achieve breakthrough growth and impact Everence’s culture.
Here are three thought-provoking questions that Kristin's experiences and insights might inspire:
๐น How can organizations go beyond traditional CX metrics like NPS and CSAT to deepen relationships with their customers?
๐น What strategies can leaders employ to integrate empathy and genuine care into their customer experience, rather than just pushing products?
๐น In what ways can financial institutions leverage unique offerings, such as charitable credit cards, to differentiate themselves in the market?
Tune in for a conversation filled with actionable strategies and inspirational leadership perspectives!
Show Notes:
Contact info: https://www.linkedin.com/in/kristenheisey/
website : https://www.everence.com/ -
Imagine walking into a clinic feeling anxious about a possible cancer diagnosis and leaving with all your concerns addressed, feeling genuinely cared for and understood.
Unfortunately, for too many patients today, that’s simply not the case. The pressure of production goals, burned out and short-handed physicians, and an increase in administrative load are a few of the challenges that doctors and medical staff face day-to-day.
As a result, patients who are awaited results from diagnostic tests like mammograms have their anxiety rise and are left feeling like a number.
In this illuminating episode of The Delighted Customers Podcast, we dive deep into the art and science of patient communication with Rachel Hitt, MD.
As the Medical Director of Patient Experience for the Tufts Medicine Integrated Network, and Division Chief of Breast Imaging for Tufts Medical Center, Dr. Rachel sheds light on the pivotal role of efficient care and effective communication in enhancing patient interactions. Discover how active listening, empathy, and breaking down complex medical jargon into digestible information can transform a patient's experience.
1. Why are effective communication and efficient care essential in patient interactions?
2. How do empathy, active listening, and partnership with the patient contribute to communication in healthcare?
3. What are some strategies for breaking down medical information into understandable chunks for patients?
4. How can meeting patients where they are, including considering language barriers and providing interpreter services, improve patient experience?
The lessons that Dr. Hitt shares on this episode aren't limited to healthcare - after all, humans have the same needs regardless of the environment. -
Improving Customer Loyalty through Martech and AI-Powered Solutions
Greg Kihlstrom is a best selling author with nearly 20 books on Martech and customer experience management. Greg shares fresh insights into how companies can leverage marketing technology and AI to bolster customer loyalty and satisfaction.
Whether you're a C-suite executive or a marketing professional, this episode will equip you with actionable strategies to deliver exceptional, personalized customer experiences.
Here are three pivotal questions Greg answered during our interview:
- How can companies efficiently organize and access vast amounts of customer data for better decision-making?
- What are the common mistakes in Martech implementation, and how can businesses avoid them?
- How does AI enhance—rather than replace—human work to improve both customer and employee experiences and drive business outcomes?
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Greg Kihlström - Biography
Greg Kihlström is a best-selling author, speaker, and entrepreneur, and serves as an advisor and consultant to top companies on marketing technology, marketing operations, and digital transformation initiatives. He has worked with some of the world’s top brands, including Adidas, Coca-Cola, FedEx, HP, Marriott, Nationwide, Victoria’s Secret, and Toyota.
He is a multiple-time Co-Founder and C-level leader, leading his digital experience agency to be acquired in 2017, successfully exited an HR technology platform provider he co-founded in 2020, and led a SaaS startup to be acquired by a leading edge computing company in 2021. He currently advises and sits on the Board of a marketing technology startup.
He executive produces 5 business and marketing-related podcasts, including the award-winning The Agile Brand with Greg Kihlström, now top 5 on Apple’s U.S. marketing charts and in its 6th year with over 500 episodes and millions of downloads, which discusses marketing technology and its role in the customer experience with some of the world’s leading experts and leaders.
Greg is a contributing writer to Forbes, MarTech, CustomerThink, and CMSWire, and has been featured in publications such as Advertising Age, Business Insider, Financial Times, and The Washington Post. Greg has been named #1 on its list of the Top Global Marketing Thought Leaders by Thinkers 360, was named one of ICMI’s Top 25 CX Thought Leaders two years in a row, and a DC Inno 50 on Fire as a DC trendsetter in Marketing. He’s also participated as a speaker at global industry events and has guest lectured at prominent universities and colleges.
Resources This episode is sponsored by BetterHelp. Give online therapy a try at betterhelp.com/DELIGHTED and get on your way to being your best self. The Delighted Customers podcast website:https://www.empoweredcx.com/podcast Sign up for The Trusted Guide newsletter here: https://www.empoweredcx.com/newsletter Get the latest news and updates on LinkedIn here: https://www.linkedin.com/in/markslatin/ Register for the next Trusted Guide Roadmap™ Master Class here: https://www.empoweredcx.com/ The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company -
Have you ever wondered how digital experience and AI can transform your customer interactions?
Andrew Carothers, CCXP, a senior digital experience leader in the CX area at Cisco Systems, shared insights from this multinational leader's industry-leading portfolio of technology innovations, including networking, security, collaboration, and cloud management.
๐ง Check out the latest episode of The Delighted Customers Podcast where Andrew answers these burning questions:
๐ How can businesses seamlessly transition from digital to human interactions to meet customer needs?
๐ What are the challenges and benefits of expanding the digital component in customer experience?
๐ How can companies leverage AI to not only enhance the digital experience but also create growth opportunities?
Andrew’s expertise in building and scaling customer experience teams is unparalleled. Tune in to get actionable insights and drive your business forward!
About Andrew Carothers, CCXP
Andrew Carothers, CCXP, is a senior Customer Experience leader helping companies build and scale organizations that increase customer adoption and retention, improve renewals rates, and drive growth. A founding member of Cisco System’s CX function, Carothers has built extensive strategic and tactical CX knowledge, including digital CX, partner programs, voice of the customer, customer-centric culture, and journey mapping. An eight-time International Customer Experience award winner, he frequently writes and speaks on CX topics, and co-authored The Publicity Handbook (McGraw Hill), a Fortune Book Club selection. He currently serves as a member of the Board of Advisors for the University of San Francisco’s School of Management Strategic Artificial Intelligence program.
Resources This episode is sponsored by BetterHelp. Give online therapy a try at betterhelp.com/DELIGHTED and get on your way to being your best self. The Delighted Customers podcast website:https://www.empoweredcx.com/podcast Sign up for The Trusted Guide newsletter here: https://www.empoweredcx.com/newsletter Get the latest news and updates on LinkedIn here: https://www.linkedin.com/in/markslatin/ Register for the next Trusted Guide Roadmap™ Master Class here: https://www.empoweredcx.com/ The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company -
Transforming Workplace Culture Through Employee Experience
Dr. James Killian is an expert in the field of employee experience. He has held high-impact global leadership positions at Qualtrics, SAP, IBM, Hogan Assessment Systems, and led several startups to record growth, and he’s a professor in the Masters of Science CXM program at Michigan State University.
From exploring the significance of breaking down organizational silos to hiring a chief experience officer, we'll discuss how these strategies can uplift your team's experience and ultimately benefit the customer.
Our conversation also examines the pitfalls of disengaged leadership and the misconceptions CEOs often have about the value of HR and employee programs.
Dr. Killian and I will share personal stories, including an eye-opening experience at Starbucks, highlighting the direct link between employee satisfaction and a brand's reputation.
Lastly, we'll tackle the challenges organizations face, from supply chain issues to tech problems and ineffective engagement surveys, and offer actionable advice for leaders navigating these turbulent waters.
James Killian, Ph.D. is Managing Director of Growth & Innovation at HSD Metrics, leading the category creation of Employee Experience Process Outsourcing (EXPO). He previously held high-impact global leadership positions at Qualtrics, SAP, IBM, Hogan Assessment Systems and led several startups to record growth. In his role as an employee experience leader, Killian consults with highly complex global customers to help them navigate candidate attraction, employee retention, the criticality of technology in the future of work and collaboration, the importance of addressing diversity, equity, inclusion, and belonging at work and other drivers of employee engagement and experience. He is also a pioneer in "CrossXM" helping organizations successfully connect their EX and CX programs to make better data-driven business decisions.
Dr. Killian is also a professor in the Master of Science in Customer Experience Management (MS-CXM) program in the Broad College of Business at Michigan State University, and the author of over 50 published articles, conference presentations, and book chapters on the topics of leadership, assessment, employee engagement, and employee experience. He resides in the San Francisco Bay Area and is a serious fitness fanatic, foodie, and outdoor enthusiast.
Resources The Delighted Customers podcast website:https://www.empoweredcx.com/podcast Sign up for The Trusted Guide newsletter here: https://www.empoweredcx.com/newsletter Get the latest news and updates on LinkedIn here: https://www.linkedin.com/in/markslatin/ Register for the next Trusted Guide Roadmap™ Master Class here: https://www.empoweredcx.com/ The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company -
The Science of Sticky Ideas: Crafting Memorable CX Strategies
We revealed some powerful insights from "Made to Stick" by Chip and Dan Heath on my latest podcast episode with Megan Burns! We explored why some ideas thrive while others fade away, and how leaders can apply these principles to make a lasting impact.
From the death of traditional buttered “movie theater popcorn” to flip the pyramid when making your point, this episode is loaded with practical insights to help you tell stories that stick.
In this episode:
๐ How can transitioning from a "know it all" culture to a "learned all" culture foster genuine curiosity and continuous learning in your organization?
๐ What role does emotion play in B2B decision-making, and how can recognizing and incorporating it lead to more effective solutions?
๐ How can storytelling and envisioning future scenarios help in making more informed and impactful business decisions?
๐ What strategies can make your ideas sticky, memorable, and easily communicable within your team and to your stakeholders?
Tune in to gain insights from Megan Burns as she shares her expertise and experience! ๐โจ
Megan Burns is a customer experience strategist, author, and keynote speaker who partners with Fortune 500 companies to build world-class customer experience programs.
A world-renowned expert in CX transformation, Megan led ground-breaking research as a Vice President at Forrester for more than a decade. The architect of two of the most well-known CX frameworks—the Customer Experience Index and the Outside In Maturity Model—Megan’s insights have been featured in books like “The Power of Moments” by Chip and Dan Heath and dozens of publications like The Wall Street Journal, Inc. Magazine, AdAge, and CNBC.
Megan has helped hundreds of corporate executives at companies like Microsoft, Workday, Akamai, FedEx, Verizon, and AT&T use CX to stay competitive, build loyalty, and accelerate growth in a customer-obsessed world. Her portfolio spans dozens of industries including B2B tech, financial services, healthcare, travel, logistics, manufacturing - even farming!
Her wit and wisdom make Megan a popular speaker at events like the Wall Street Journal’s Experience Management Forum, CXPA Leaders Advance, the Chief Experience Officer Summit, and the Qualtrics X4 Summit. As a CX pioneer, she is regularly invited to judge industry awards like the CXPA Innovation Awards and World Customer Centricity Awards and to appear on popular podcasts like Voices of CX and CX Luminaries. After interviewing Megan, one host said: “I’ve never seen anyone with customer experience so deeply in their blood.”
Resources The Delighted Customers podcast website:https://www.empoweredcx.com/podcast Sign up for The Trusted Guide newsletter here: https://www.empoweredcx.com/newsletter Get the latest news and updates on LinkedIn here: https://www.linkedin.com/in/markslatin/ Register for the next Trusted Guide Roadmap™ Master Class here: https://www.empoweredcx.com/ The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company
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Ritz Carlton is not just a brand.
It’s a brand that sets the bar for customer experience.
It was an incredible honor to host one of the icons in customer experience, Horst Schulze, the co-founder and former president of The Ritz Carlton Hotel Company.
We talk about his new book, Excellence Wins, and he shares insights that transcend the hospitality industry.
๐ What lessons did Horst learn from his early experiences in the hotel industry that he applies to his business practices today?
๐ The concept of “We are, ladies and gentlemen, serving ladies and gentlemen” is central to Horst's philosophy. How has this idea shaped the service standards in the hotel industry and beyond?
๐ What role does leadership play in creating an environment where employees are motivated to meet and exceed customer expectations, according to Horst?
๐ How does employee orientation contribute to the overall vision and success of an organization?
How Horst overcame a terminal cancer diagnosis that led him to a newfound faith and deeper appreciation for life and relationships.
From the legendary 24 principles, to “my pleasure” (Chick-fil-A got it from Horst), to a $2000 customer happiness fund for every employee, Ritz is the gold standard for CX excellence.
A must listen for anyone who wants to learn from a true master.
๐ Listen now and subscribe for more insights: https://www.empoweredcx.com/podcast
Resources The Delighted Customers podcast website:https://www.empoweredcx.com/podcast Sign up for The Trusted Guide newsletter here: https://www.empoweredcx.com/newsletter Get the latest news and updates on LinkedIn here: https://www.linkedin.com/in/markslatin/ Register for the next Trusted Guide Roadmap™ Master Class here: https://www.empoweredcx.com/ The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company, https://qrcd.org/5b23 - Visa fler
