Dec 18, 2018
Making sure your staff knows how they impact the Customer Experience is key to staff engagement, improved morale, and higher quality. This episode explains how and gives specific steps on how to achieve it.
Dec 11, 2018
A new year, a new role, a new focus... the beginning of the New Years is always a great time to refocus your CX efforts. If this is a new role for you, even better. This episode gives a clear plan by phases to making a huge impact in your CX work.
Dec 4, 2018
It's so very important to reflect back on your CX work for 2018 to understand where you were, where you wanted to be, and where you actually ended up. This episode walks you through how to do that in a way that sets you up for better success in your 2019 CX Goals.
Nov 27, 2018
Companies often unknowingly set expectations in the minds of their customers. When these expectations aren't met, trust and confidence in the company falter and those customers may defect to the competition. This episode gives real world examples and provides action steps on how to avoid this in your own organization.
Nov 20, 2018
Getting everyone to play nicely in the sandbox can be a struggle for CX officers and leaders. This episode explains how negotiation is a key way to level the field and be sure that no one person or department loses while working to provide value to the customer.