Crack the Customer Code

Adam and Jeannie discuss how the Cleveland Clinic uses environmental design as an integral part of the experience.

The Cleveland clinic is world renowned as a pioneer in improving the patient experience. But aside from focusing on patient empathy and access, they are also using art and design to help create an environment that’s conducive to the experience they want to deliver.

In this episode, Jeannie and Adam share observations from their visits to the Cleveland Clinic, and how they use structural and artistic elements to create a feeling of tranquility and well-being. How does the environment you create impact the experiences you deliver? 

• 360Connext™ post, The Intentionality of Patient Empathy
• Episode 098: Brian Solis, Where Business Meets Design
• Episode 121: CXPA Live, Healthcare Experience Observations

Sponsor message:

Do you know how to deliver the superior customer experience you visualize? We can help your team become a force for positive change, starting with a customer-centric mission. The Customer Experience Investigators™ at 360Connext specialize in helping companies across industries and around the globe develop and internalize unique and scalable customer-focused missions. To compete with the other 89% of companies staying afloat by providing better experiences, you need a compass for making astounding changes in the customer experience while breaking down the silos that are holding you back. We offer evaluations, workshops, and roadmaps to keep your wheels firmly planted on the road to a customer-centric future.

Join us on our mission to Create Fewer Ruined Days for Customers™ today. Visit us at 360Connext.com.

Take care of yourself and take care of your customers.

Learn more about your ad choices. Visit megaphone.fm/adchoices

Adam and Jeannie interview Brian Andrews, VP of Customer Experience at Sprint, at the 2016 CXPA Insight Exchange.

Before there was a playbook or a Harvard Business Review article on the practice, Brian was adopting Net Promoter Score at Intuit. Adam and Jeannie had the chance to discuss Brian’s challenges and triumphs during the early days of using NPS.

Brian is now the Vice President of Customer Experience at Sprint. Under his direction, they have adopted NPS with great success. With more than 6,000 retail locations, Sprint is using NPS as part of a holistic customer experience program to deliver exceptional experiences through a highly-engaged, well-enabled staff.

Thinking of adopting NPS in your organization? With Brian’s help, customer experience powerhouses like Intuit and Sprint have laid the groundwork. Listen in and learn how NPS can help fine-tune your customer experience.

About our guest

Brian Andrews joined Sprint in February, 2015 to lead Sprint’s Customer Experience transformation and install Sprint’s Net Promoter System (NPS.) Prior to Sprint, Brian held executive roles at Compaq/HP and Intuit, where we pioneered process improvement, customer experience, and loyalty efforts. While at Intuit, the company became the FIRST to adopt NPS!

Brian also is a charter member of the CXPA and has been actively involved.

Connect with Brian

• LinkedIn
• Twitter

Related Content

• 360Connext® post, Are Your KPI’s Leading You to a Disaster?
• Customers That Stick® post, Customer Service: What Does Good Look Like?
• Episode 097: The Best Customer Loyalty Metrics
• Episode 046: Tom Schwab on Inbound Marketing

Sponsor message:

Give your team the customer service training they deserve

Want to bring game-changing customer service training to your team? CTS Service Solutions offers a half-day in-person workshop designed to motivate and educate your customer-facing team members. Using energy, excitement, and interaction, our workshop helps frontline teams embrace a customer-centric outlook, then — using the principles from our book Be Your Customer’s Hero — gives them the skills and confidence they need to handle any service interaction. Don’t leave your frontline team hanging… Give them the training they deserve. Learn more at customerheroworkshop.com.

Take care of yourself and take care of your customers.

Learn more about your ad choices. Visit megaphone.fm/adchoices

In the fourth and last episode in a series of live reports from the CXPA Insight Exchange, Jeannie and Adam explore the challenges of improving customer experience around industry regulations.

Companies in heavily-regulated industries like airlines, banks and insurance agencies have to make sure everything’s up to code and in compliance. (And with good reason!) But strict regulations often give rise to interactions that seem impossible to work into customer-focused experiences.

Forward-thinking companies are rejecting the notion that experiences bound to legalities concerning safety, liability, and ethical codes don’t count when it comes to creating a better overall experience.

With help from customer experience professionals, companies like Virgin, Capital One and Humana have found clever ways to add a human touch to the regulated parts of their experiences. They’re winning customers over by adding delight in places previously considered too risky to get creative with.

What parts of your customer journey do you think are “off limits” for improvement due to industry regulations? Another look at them can reveal huge opportunities to set yourself apart from competitors.

• Customers That Stick® post, A 3-Point Checklist for Reducing Customer Hassle          
• 360Connext® post, 4 Ways to Prevent Lawsuits Through Customer Experience Insights
• Episode 117: CXPA Live, The Voice of the Customer
• Episode 119: CXPA Live, Predictive Analytics
• Episode 121: CXPA Live, Healthcare Experience Observations

Sponsor message:

Want to bring game-changing customer service training to your team? CTS Service Solutions offers a half-day in-person workshop designed to motivate and educate your customer-facing team members. Using energy, excitement, and interaction, our workshop helps frontline teams embrace a customer-centric outlook, then — using the principles from our book Be Your Customer’s Hero — gives them the skills and confidence they need to handle any service interaction. Don’t leave your frontline team hanging… Give them the training they deserve. Learn more at customerheroworkshop.com.

Take care of yourself and take care of your customers.

Learn more about your ad choices. Visit megaphone.fm/adchoices

Tema Frank discusses her latest book, People Shock, and how to balance technology with process and people for a better customer experience.

As we rely more on technology, we acquire new processes. And those processes often don’t translate to the ideal customer experience. “IT does not think like customers,” says today’s guest, Tema Frank!

And the evidence is all around us. Today, the best of intentions can lead to customer service disasters, simply because a set of processes has taken precedence over human interaction.

 Tema shares many ways you can help your own organization find the balance between people and process where tech is relied on heavily. She outlines a time-tested three-step process from her book, People Shock, to ensure your technology remains conducive to a terrific customer experience.

How can you inspire senior executives to help keep your processes connected to the people they are designed for? Tema knows what it takes to strike a harmonious balance.

How vulnerable will your organization be when the next underdog decides to “uberize” the experience in your industry? Listen in to keep your processes connected to the people who bring you profits.

Tema Frank has worked in customer-experience related fields for over three decades. In 2001 she founded Web Mystery Shoppers Inc., the world’s first company to assess omnichannel customer service: web, phone, chat, email and in-store. Using social media techniques in the days before social media existed, she built a database of 75,000 “mystery shoppers” worldwide. Her clients have included Bank of America, the Royal Bank of Canada, ING Direct, Expedia, and many government and other organizations of various sizes. Her industry-leading research has been featured in the Wall Street Journal, the Globe & Mail and other business and academic publications.

A best-selling author, her second book, PeopleShock: The Path to Profits When Customers Rule, comes out this fall. Based on interviews with over 150 executives, entrepreneurs and experts, it combines case studies, data and practical action steps for customer experience and business success in the digital era.

Her podcast, Frank Reactions on Customer Experience, can be found in the usual places and at http://frankreactions.com/show

Connect with Tema

• Tema’s podcast, Frank Reactions
• Twitter
• LinkedIn

• Pre-order Tema’s new book, PeopleShock: The Path to Profits When Customers Rule
• Free Download: First chapter of People Shock
• Free Download: Tema’s 33 Ways to Scare Off Customers (& how to WIN them instead!)
• Customers That Stick® post, 6 Steps for Rolling Out New Technology to Frontline Staff
• 360Connext® post,  Tearing Down the Customer Process Road Blocks
• Episode 116: Terry Brock, Growing Your Business with Tech
• Episode 111: Analog Customer Experiences

Sponsor message:

Do you know how to deliver the superior customer experience you visualize? We can help your team become a force for positive change, starting with a customer-centric mission. The Customer Experience Investigators™ at 360Connext specialize in helping companies across industries and around the globe develop and internalize unique and scalable customer-focused missions. To compete with the other 89% of companies staying afloat by providing better experiences, you need a compass for making astounding changes in the customer experience while breaking down the silos that are holding you back. We offer evaluations, workshops, and roadmaps to keep your wheels firmly planted on the road to a customer-centric future.

Join us on our mission To Create Fewer Ruined Days for Customers™ today. Visit us at 360Connext.com.

Learn more about your ad choices. Visit megaphone.fm/adchoices

In the third episode of a series of live reports from the CXPA Insight Exchange, Jeannie and Adam discuss new challenges and opportunities around the healthcare experience.

At this year’s CXPA Insight Exchange, our co-host Jeannie Walters took to the stage with Jackie McAtee to share and evaluate a personal journey through the healthcare system. But they weren’t alone! Healthcare experience was a more prevalent theme than ever at this year’s event.

Leaders in the healthcare industry are realizing the experience is not just about appointments and exams. With a greater focus on empathy, they’re addressing healthcare as a service much like we approach customer experience.

What’s next? Adam and Jeannie share some exciting news about innovations in the healthcare experience. Great new tech is being used in tandem with a better understanding of the patient journey, and the result could transform how we all experience healthcare. Listen in!

• Customers That Stick® post, When Bad Systems Happen to Good People
• 360Connext® post, The Intentionality of Patient Empathy
• Episode 117: CXPA Live, The Voice of the Customer
• Episode 119: CXPA Live, Predictive Analytics
• Episode 086: Dr. Adrienne Boissy, The Patient Experience
• Episode 004: Healthcare Customer Service

Sponsor message:

Do you know how to deliver the superior customer experience you visualize? We can help your team become a force for positive change, starting with a customer-centric mission. The Customer Experience Investigators™ at 360Connext specialize in helping companies across industries and around the globe develop and internalize unique and scalable customer-focused missions. To compete with the other 89% of companies staying afloat by providing better experiences, you need a compass for making astounding changes in the customer experience while breaking down the silos that are holding you back. We offer evaluations, workshops, and roadmaps to keep your wheels firmly planted on the road to a customer-centric future.

Join us on our mission to Create Fewer Ruined Days for Customers™ today. Visit us at 360Connext.com.

Take care of yourself and take care of your customers.

Learn more about your ad choices. Visit megaphone.fm/adchoices

Experience mapping expert and author Jim Kalbach shares little-known but powerful secrets to leading and executing a successful mapping project.

Thinking of creating a customer journey map, process diagram or strategy map for your organization? These can be invaluable tools for growing your business and improving your customer experience.

So how can you create useful maps and visualizations that actually help you understand and optimize your processes and strategies?

In this in-depth interview, Jim Kalbach outlines the key benefits of creating visuals versus lengthy reports and boring PowerPoints. It is through this understanding that a successful mapping project is executed.

Too often, mapping projects become all about the end product. We just want to finish it! But is a true journey map ever done? The success of any mapping project, as Jim explains, is about the process- not the finished product. It is through this process that successful mapping projects lead to critical discoveries, improved communication and exciting opportunities for innovation.

Would you like to start a mapping project that gets results? Jim has some great tips on how to get started, get the most out of the process, and use your maps as the tools and resources they were meant to be.

Jim Kalbach is a noted author, speaker, and instructor in user experience design, information architecture, and strategy. He is currently the Head of Customer Success at MURAL, a leading online digital whiteboard. Jim has worked as a design leader with large companies, such as eBay, Audi, SONY, Elsevier Science, LexisNexis, and Citrix. Jim plays jazz bass in jam sessions and combos in Jersey City, where his currently lives. In 2007 Jim published his first full-length book, Designing Web Navigation (O’Reilly). His second book, Mapping Experiences (O’Reilly) was release in 2016. He blogs at experiencinginformation.com and tweets under @jimkalbach.

Connect with Jim

• Jim’s blog
• Twitter
• LinkedIn

• Jim’s Book, Mapping Experiences
• Customers That Stick® post, The Magic Number in Customer Experience Is Two
• 360Connext® post, 5 Customer Journey Mapping Mistakes that Lead You Nowhere
• Episode 068: Annette Franz, Customer Journey Maps Get Real

Sponsor message:

Want to bring game-changing customer service training to your team? CTS Service Solutions offers a half-day in-person workshop designed to motivate and educate your customer-facing team members. Using energy, excitement, and interaction, our workshop helps frontline teams embrace a customer-centric outlook, then — using the principles from our book Be Your Customer’s Hero — gives them the skills and confidence they need to handle any service interaction. Don’t leave your frontline team hanging… Give them the training they deserve. Learn more at customerheroworkshop.com.

Take care of yourself and take care of your customers.

Learn more about your ad choices. Visit megaphone.fm/adchoices

In the second episode of a series of live reports from the CXPA Insight Exchange, Jeannie and Adam discuss predictive analytics for getting way ahead of customer service issues.

We just love technology that helps gather and analyze data, don’t you? The problem with data, though, is that it’s all in the past. It’s great to have a solution at hand for a known customer service issues, but that means a customer has already had a mishap with your brand. And by the time the data is analyzed and reported, it could mean many more customers are having the same issue. Oops!

If you’re a regular listener, you’re probably ready to own the issue like a superstar and wow the customer with your recovery. But what if you could avoid the need for those stellar feats of customer service heroism?

Some companies are leveraging new technology to see well into the future with immense amounts of data from different sources. They’re using this data to generate possible outcomes, both good and bad, and they’ve been at it long enough to know the accuracy is startling!

At the CXPA Insight Exchange, the crowd was abuzz about predictive analytics. Could this be the holy grail of proactive customer service? Our hosts were live on the scene to tell you what it’s all about. Listen in!

• Customers That Stick® post, What Do We Know About Big Data? (Infographic)          
• 360Connext® post, Performance Metrics Are Great, But Always Late
• Episode 117: CXPA Lice, The Voice of the Customer
• Episode 097: The Best Customer Loyalty Metrics

Sponsor message:

Want to bring game-changing customer service training to your team? CTS Service Solutions offers a half-day in-person workshop designed to motivate and educate your customer-facing team members. Using energy, excitement, and interaction, our workshop helps frontline teams embrace a customer-centric outlook, then — using the principles from our book Be Your Customer’s Hero — gives them the skills and confidence they need to handle any service interaction. Don’t leave your frontline team hanging… Give them the training they deserve. Learn more at customerheroworkshop.com.

Take care of yourself and take care of your customers.

Learn more about your ad choices. Visit megaphone.fm/adchoices

David Williams, CEO of Make-A-Wish®, shares his expertise in delivering incredible experiences to a highly complex customer base in the nonprofit sector and beyond.

We talk a lot about showing the human side of a brand to create an experience that customers connect with on an emotional level. To help accomplish this, many corporations are looking to nonprofit partners to help promote their brand and build anticipation. Make-A-Wish® is one of the most successful nonprofit organizations of our time, both in accomplishing their goals and creating outstanding cause marketing initiatives.

Why do so many companies choose Make-A-Wish® for their cause marketing campaigns?

CEO David Williams shares the story behind this hugely popular organization. Unlike most companies, nonprofits have a complex multidimensional customer base. It’s not easy to keep the many moving parts behind corporate sponsorships working in harmony while delivering outstanding experiences for donors, recipients, and the many chapters within the organization.

David also shares some of the secrets behind keeping an engaged workforce. Just like paid employees, volunteers need to feel appreciated and know they are making a difference. Make-A-Wish® has a unique culture where there’s a huge emphasis on fulfillment for volunteers.

Whether you’re a local nonprofit or a global retailer, David has some universal tips for you. Learn how Make-A-Wish® builds anticipation and humanizes brand experiences while creating a culture around delivering on big (really BIG!) promises.

As president and chief executive officer, David Williams leads the national staff and 62

chapters of Make-A-Wish® in its simple, heartfelt mission: granting the wishes of children with life-threatening medical conditions to enrich the human experience with hope, strength and joy. Since 1980, the world’s largest wish-granting organization has granted the wishes of more than 250,000 children in the United States.

Under his leadership, the national office annual revenue has nearly tripled to $90 million, distributions to chapters have increased five-fold to $56 million, and overall revenue including chapters has increased by over $100 million to $300 million.

Before joining the Make-A-Wish Foundation, Williams spent 11 years at Habitat for

Humanity International, rising to executive vice president and chief operating officer. He lives in Arizona with his wife Martha. They have two grownchildren, Kate and

Carson.

Connect with David

• Make-A-Wish®
• Twitter
• Facebook
• YouTube

• Jeannie’s post via Social Media Club, How Many Slacktivists does it Take to Raise $14Million?
• Customers That Stick® post, Why Customer Service Is Important For Nonprofits
• Episode 083: Cause Marketing Done Well

Do you know how to deliver the superior customer experience you visualize? We can help your team become a force for positive change, starting with a customer-centric mission. The Customer Experience Investigators™ at 360Connext specialize in helping companies across industries and around the globe develop and internalize unique and scalable customer-focused missions. To compete with the other 89% of companies staying afloat by providing better experiences, you need a compass for making astounding changes in the customer experience while breaking down the silos that are holding you back. We offer evaluations, workshops, and roadmaps to keep your wheels firmly planted on the road to a customer-centric future.

Join us on our mission To Create Fewer Ruined Days for Customers™ today. Visit us at 360Connext.com.

Learn more about your ad choices. Visit megaphone.fm/adchoices

The first in a series of live reports from the CXPA Insight Exchange, Adam and Jeannie discuss new trends for hearing the real voice of the customer.

A few years ago, the buzz amongst customer experience professionals was all about the data. With so much new technology for gathering and analyzing it, voice of the customer initiatives suddenly became more viable than ever.

And yet, CX leaders report there’s still a profound emotional disconnect between customers and organizations. The real customer is still not being heard!

At the CXPA Insight Exchange this month, Jeannie and Adam uncovered new ways to go beyond the data and bring the real voice to executives and make sure it’s heard throughout the organization. What’s next for VOC? Listen in!

• Customers That Stick® post, To WOW Customers, Listen and Care
• 360Connext® post, 3 Ways to Boost Your Customer Service Listening
• Episode 036: Jennifer Maldonado, Voice of the Customer Expert
• Episode 029: (CXPA Special) Insights from Top Customer Experience Pros

Sponsor message:

Do you know how to deliver the superior customer experience you visualize? We can help your team become a force for positive change, starting with a customer-centric mission. The Customer Experience Investigators™ at 360Connext specialize in helping companies across industries and around the globe develop and internalize unique and scalable customer-focused missions. To compete with the other 89% of companies staying afloat by providing better experiences, you need a compass for making astounding changes in the customer experience while breaking down the silos that are holding you back. We offer evaluations, workshops, and roadmaps to keep your wheels firmly planted on the road to a customer-centric future.

Join us on our mission to Create Fewer Ruined Days for Customers™ today. Visit us at 360Connext.com.

Take care of yourself and take care of your customers.

Learn more about your ad choices. Visit megaphone.fm/adchoices

Today’s guest shares ideas on how you can grow your business using technology and time-honored principles.

Growing a business today is fundamentally the same as it’s been for generations, in that it’s all about building relationships. Today, technology brings us many new advantages for building those relationships. But that same tech can put you at a disadvantage if you’re using it the wrong way.

Terry Brock explains how social platforms and new communication technologies are revolutionizing customer engagement. But the different options can be overwhelming, and it’s about much more than just getting your message out to more people.

Growing businesses strive to build a brand presence and gain influence through social media, but they also must know their audiences and learn the soft skills necessary to communicate effectively with them on these different channels.

Much like getting dressed appropriately for a fancy dinner or bringing the right supplies for an outdoor activity, Terry explains that you must be prepared to contribute to and respect the protocol of the environment.

New communication tools are being developed rapidly, and communities are building around them right now. Do you know how to find the right audience? Will you know the best way to engage that audience when you get there? Terry gives us some clues about what to watch out for and how to be prepared.

Terry Brock is an internationally recognized (37 countries and counting!) business resource in the areas of marketing and technology. He is a member of the Speaker Hall of Fame. He is also the past Chief Enterprise Blogger with Skype and former Editor-in-Chief for AT&T’s biggest blog. Terry shares practical ideas that business people can use with technology to build solid, profitable relationships. He is currently a syndicated columnist with Business Journals (43 papers across America with 11 million page views monthly.)

Connect with Terry

• com
• Twitter
• LinkedIn
• Google+
• Facebook
• YouTube

• Terry’s TED Talk, How to overcome overwhelmed
• Blab
• 360Connext® post and Slideshare, Is Your Customer Experience Technology Helpful or Creepy?
• Customers That Stick® post, Don’t Forget the Connection in Interconnection
• Episode 106: J V Crum, Social Consciousness in Business
• Episode 020: Social Selling, Tom Martin, and Tinder

Sponsor message:

Want to bring game-changing customer service training to your team? CTS Service Solutions offers a half-day in-person workshop designed to motivate and educate your customer-facing team members. Using energy, excitement, and interaction, our workshop helps frontline teams embrace a customer-centric outlook, then — using the principles from our book Be Your Customer’s Hero — gives them the skills and confidence they need to handle any service interaction. Don’t leave your frontline team hanging… Give them the training they deserve. Learn more at customerheroworkshop.com.

Take care of yourself and take care of your customers.

Learn more about your ad choices. Visit megaphone.fm/adchoices