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.
Nov 13, 2018
Does your company culture promote or punish the ability for your staff to deliver a remarkable Customer Experience? This episode unpacks what this is and how to build empowerment into the way your staff can connect at a human level to your customers and gain their loyalty.
Nov 6, 2018
CX involves tracking data. Most companies are overwhelmed by the thought of it or are dismayed with how little data they have. It's okay. This episode explains why it's important to just start and keep your end game in mind.