Business Transformation Pitch with The CX Goalkeeper | Digital Transformation, AI, Leadership, Customer Experience

The CX Goalkeeper had a smart discussion with Jeff Sheehan

Jeff is a customer experience (CX) practitioner, CX author, and an active member of the global CX community. He is a passionate customer advocate whose work improves operational excellence and profitability, customer intimacy, and growth using pragmatic solutions built on the pillars of strategy, people, process, and technology.

He is the author of the book:

Customer Experience Management Field Manual: The Guide For Building Your Top Performing CX Program.

Jeff is an an Ambassador of the ECXO

In this episode you will learn:

• Some highlights on the ECXO

• The book "Customer Experience Management Field Manual" is stuctured in short chapters leveraging the experience of the same way on how field manuals from the military were created

• Writing a book is also an experience. Jeff leveraged beta readers from the outstanding CX community to improve his manuscript.

• The book is for everybody working in the CX field. It should stay on your desk as a reference for your daily jobs

… and much more

His book suggestion:

· The Best Service is No Service, 2008; B. Price, D. Jaffe

Jeff's golden nugget:

Everyone has a book inside, which need to be written. Write your book, leave your legacy.

How to contact Jeff:

• https://www.linkedin.com/in/jeffsheehandublin/

You can find the book here:

• mybook.to/CXFieldManual

Thank you, Jeff!

Thank you European Customer Experience Organization (ECXO)

#customerexperience #leadership #cxgoalkeeper #exco

#cxtransformation #employeeexperience #CXO #CX #experiencedesign

The CX Goalkeeper had a smart discussion with Tue Sottrup

Chief CX Evangelist at Dixa & an Ambassador of the ECXO. Tue is passionate about customer service and engagement, and he truly believes that software can empower customers and businesses to build stronger bonds, be more efficient and increase productivity to unprecedented levels.

You will learn:

• Some highlights on the ECXO

• How DIXA makes the conversation between companies and customers EASIER

• How agents can focus on the customers and not on the systems they are using

• How to create happy agents and engage them in the improvements process

• How to get the buy-in from the organization to act on customers' / agents' feedback

… and much more

His book suggestion:

• The Effortless Experience - Matthew Dixon, Nick Toman, Rick DeLisi

• Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days - Joey Coleman

Tue's golden nuggets:

• Customers are always right to be understood. They are not always right in what they want but in being understood.

• Be able to change, be quick on adapting.

How to contact Tue:

· https://www.linkedin.com/in/tuesottrup/

· https://twitter.com/tuesottrup

Thank you, Tue!

Subscribe to the ECXO: www.ecxo.org/individuals

#exco #cxgoalkeeper #customerexperience #leadership #cxtransformation #employeeexperience #CXO #CX #experiencedesign

The CX Goalkeeper had a smart discussion with Maurice FitzGerald (second half)

Editor in Chief - Content, at OCX cognition. VP Customer Experience HP Software (retired). Former manager of the 23,000-member Net Promoter System (NPS) Forum on LinkedIn. Helping companies to improve customer experience and their methods of developing and implementing business strategy. Achieving this by coaching, speaking, blogging and writing.

You will learn:

- How to leverage scorecards properly

- How to cope with the missing link between customer feedback and corporate strategy

- How to structure the reporting line for CX managers

- The impact of technology on surveys

… and much more

Please don't forget this is the second half of this outstanding friendly match with Maurice.

His book suggestions:

• Ottolenghi Simple A Cookbook; Ottolenghi

• The ultimate questions; Fred Reichheld

• Answering the Ultimate Question: How Net Promoter Can Transform Your Business; R. Owen, L. Brooks

How to contact Maurice:

- https://www.linkedin.com/in/mauricetfitzgerald/

- http://customerstrategy.net/

Maurice's golden nugget:

Doing CX research without already knowing that you will get the resources, the people, and the money that you need to implement related improvements is a waste of time. It's damaging! It gives the impression to customers that you don't care about their opinion.

Thank you, Maurice!

#customerexperience #leadership #NPS #cxgoalkeeper #cxstartegy

The CX Goalkeeper had a smart discussion with Maurice FitzGerald

Editor in Chief - Content, at OCX cognition. VP Customer Experience HP Software (retired). Former manager of the 23,000-member Net Promoter System (NPS) Forum on LinkedIn. Helping companies to improve customer experience and their methods of developing and implementing business strategy. Achieving this by coaching, speaking, blogging and writing.

You will learn:

- The mismatch between inside-out and outside-in view based on Maurice experience

- NPS is not dead

- NPS is a generally accepted metric

- The strengths of NPS and related weaknesses

- The right 3 questions to ask to get valuable feedback

- What really "action" mean

… and much more

Please don't forget the second half of this match, sorry interview, will be published next week.

How to contact Maurice:

- https://www.linkedin.com/in/mauricetfitzgerald/

- http://customerstrategy.net/

Thank you Maurice!

#cx #customerexperience #loyalty #cxgoalkeeper #nps

The CX Goalkeeper had a smart discussion with Adam Posner

Adam Posner is the Founder and President at NHP Talent Group- a boutique NY-based talent consultancy, specializing in talent access for Senior-level roles within: Digital Marketing, Media, Ecommerce, Product and Content Creation at Start-ups, Creative Agencies and Brands. He is also the host of the top global career podcast, ThePOZcast- showcasing experts to help you harness your inner tenacity to drive your life and career forward. He has produced and aired over 175 episodes with top guests like Gary Vaynerchuk, Grant Cardone, Kara Goldin and Tucker Max to name a few.

You will learn:

• How to successfully pivot a career into entrepreneurship

• GaryVee's advice to Adam which fits to everybody

• The explanation of Adam's values: the three "P"

• Two big learnings of a successful recruiter

• Several advice to candidates to prepare the interviews

… and much more

His book suggestion. This time 2 personalities:

• Jordan Harbinger

• Howard Storm

Adam's golden nugget:

Get comfortable being uncomfortable.

How to contact Adam:

• www.nhptalentgroup.com

• www.thePOZcast.com

• https://www.linkedin.com/in/adamjposner/

Thank you, Adam!

#customerexperience #leadership #recruiting #enterpreneurship #cxgoalkeeper

The CX Goalkeeper had a smart discussion with Santhakumaran Atmalingam

Santhakumaran is the Founder of CX Expert Asia, an International Customer Experience Consultant, a Global Keynote Speaker and Judge at several international CX awards.

In this episode YOU will learn:

• What is the role of CX professionals and why it is like being BATMAN

• How CX and astrology are linked

• What is the CX infinite loop / masterplan

• How to best design experiences and how to leverage ice creams to motivate teams

• How to leverage KANO model, the 40% rule and the King to design experiences

• The explanation of his very famous slide (the marriage between CX and EX linked to people, process and technology

… and much more

His book suggestion:

· Outside-In, Kerry Bodine

· Customer What? Ian Golding

· Several motivational speeches of Tony Robbins

Santhakumaran's golden nugget:

Take CX as a movie production and apply the same processes into your business: work hard to serve your customers at your best, instill it into everybody's heart.

We are here for customers. The customers are not the problem.

How to contact Santhakumaran:

https://www.linkedin.com/in/santhakumaran/

Thank you, Santha!

#customerexperience #leadership #cxgoalkeeper #cxasia #cxm

The CX Goalkeeper had a smart discussion with Naeem Arif

Naeem is a CX thought leader. Everybody knows him. He is the Customer First Enabler. He is the Director of the United Carpets Group PLC, the Managing Director of NA Consulting LTD, he is collaborating with Midlands Women in Tech Awards and a lot more. He wrote several books.

We discussed about:

• Pressure on retail business before and during COVID-19 crisis

• COVID-19 helped companies to reflect on how to be special

• How to create a differentiator in your business and leverage existing ecosystem opportunities

• Three tips on how to improve your business

• Women in Tech: Understanding, recognizing, and celebrating the important roles, women are having in Tech

His book suggestion:

• Seth Godin, Purple Cow: Transform Your Business by Being Remarkable

• Gary Vaynerchuk, #askgaryvee One Entrepreneur's Take on Leadership, Social Media, and Self-Awareness

• Ian Golding, Customer What?

Naeem's golden nugget:

Always put the customer first. In this way you can ensure success for your business.

How to contact Naeem:

• [email protected]

• https://www.linkedin.com/in/naeemarif/

• https://twitter.com/naconsultingltd

Thank you, Naeem!

#customerexperience #customerfirst #cx #cxgoalkeeper #retail

The CX Goalkeeper had a smart discussion with Peter Pirner

Peter is the CMO of Petlando and the podcast host of CX-Talks. He passionately helps companies to create better customer experiences. He is a former domain lead at Kantar Germany.

We discussed about:

• "CX Talks", Peter's podcast in German

• The development of CX in the DACH region

• Some tangible insights on where to start and how to progress with a CX centric transformation

• The possible next developments in CX

• Examples of best practices

Shared book suggestion:

• The Convenience Revolution, Shep Hyken

• Customer Experience 3, Writing Matters

Peter's golden nugget:

There is no ONE solution. If you meet a guy and he says, "this is the one solution". This is not true. Throw him out. If he asks, "what is the problem?", his suggestion may be part of a broader solution.

How to contact Peter:

• www.cx-talks.com

• https://www.linkedin.com/in/peterpirner/

Thank you, Peter!

#customerexperience #leadership #cxgoalkeeper #cxtalks

The CX Goalkeeper had a smart discussion with Michael Brandt

My learnings:

• There are a lot of CX trainings on the market. There is a need for proper recognition of the good ones.

• The ECXO – European Customer Experience Organization has 500 members. It allows a forum for CX practitioners and CX professionals to discuss in their languages with an European flavor.

Difference between B2B and B2C:

• It is not only one customer you need to convince several people (purchasing committee) about your product.

• Consider the product life-cycle

• Ensure the replacement of the existing product with the next one after the contract ends.

The relationship manager needs an in depth relationships with the customer (it's not a contact center)

• It starts before selling product

• Focus on specific customer requirements and needs

• Service recovery paradox, if you try to solve issues, the customers will understand you better.

• Different volumes (data)

His book suggestion:

• Customer What? Ian Golding

• Customer Experience 3 – Writing Matters

Michael's golden nugget:

• Remember customers are human beings. Empathy is important. You can empathize only if you are putting yourself in the customers shoes.

How to contact Michael:

• https://www.linkedin.com/in/michael-brandt-ccxp-9512a33/

• [email protected]

Thank you, Michael!

#customerexperience #leadership #CXb2b #cxgoalkeeper

The CX Goalkeeper had a smart discussion with Nick Glimsdahl

Nick Glimsdahl is director Contact Center Solutions at VDS and host of the podcast Press 1 For Nick

My learnings:

• Be purposeful with your time.

• Podcasts add value for prospects, customers and for the host. It is a way to add value by having fun and serving listeners

Nick mentioned some episode which stand out based on our flow:

• Episode 23 with Jesse Cole – Owner of Savanah Bananas. He found out that he we not in baseball business but in delivering experiences

• Episode 16 with John DiJulius, President DiJulius Group. Use FORD (Family, Occupation, Recreation and Dreams) on your employees and when you interact with customers. By writing a short note in your CRM you gain insights on your customers.

• There are quite a lot of learning: Reducing effort, breaking silos, making it as easy as possible for customer to interact with a company.

• Customers see a company as an entity and not the different departments.

In relation to CX and CS

• Employee experience has a direct correlation to customer experience

• Be FINE – i.e.,be better than average

• Reduce effort and focus on the customer

• Listen to customers

• Get feedback from customers and employees

• Focus on business outcomes

His book suggestion:

• Chris Voss, Never Split the differences

Note to customer service employees:

• Do it with intent. Customers are a name and not a number

• Have fun serving other (enjoy the process)

Note to podcasters:

• Focus on the quality and not quantity

• Respect your guest time

Nick's golden nugget:

• Listen to this podcast, listen to this specific episode, and then continue to share it with others.

• Share success stories , even if it a small nugget, within and outside your organization.

How to contact Nick:

• https://www.linkedin.com/in/nickglimsdahl/

• https://press1fornick.com/

the list of the "nuggets" from Press 1 for Nick

https://www.canva.com/design/DAEQOrinvMI/HgLef55o182mGAeVLyXhlg/view

If someone would like to start a podcast, here are a few great tips:

https://press1fornick.com/podcasting/

Thank you, Nick!

#customerexperience #customerservice #cxgoalkeeper