Customer Experience Leaders

James Dodkins is the Customer Experience Rockstar. After a career touring the world as a guitarist in a heavy metal band, James now uses his real-life experience to help brands deliver rockstar experiences for their customers. In this episode you’ll learn why it’s important for brands to think about the customer on a personal level and how doing this can help you think about what a successful experience means for them.

 

Key takeaways (starts at 16:28):

Start with empathy

Challenge your perceptions

Think about what goal the customer is trying to achieve

Look for ways to remove friction (same outcome + less touchpoints = better experience)

Jason Bradshaw is the Chief Customer Officer at Volkswagen Group Australia and author of a new book coming out about customer experience called ‘It’s all about CEX!’. He’s an expert at delivering engaging customer experiences across a network of businesses, and in this episode talks about how businesses can connect with customers on a personal level, plus explores what it takes to build trust and deliver a great customer experience during a crisis.

Resources mentioned:

• Amazing Business Radio (podcast), by Shep Hyken
• It’s all about CEX! (book), by Jason Bradshaw

Key takeaways (starts at 33:17):

1. Documenting the principles that describe a great experience in your team.
2. Celebrate when employees go above and beyond.
3. When it gets harder, celebrate harder.
4. Just act to implement a better experience.

This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

Jason Bradshaw is the Chief Customer Officer at Volkswagen Group Australia and author of a new book coming out about customer experience called ‘It’s all about CEX!’. He’s an expert at delivering engaging customer experiences across a network of businesses, and in this episode talks about how businesses can connect with customers on a personal level, plus explores what it takes to build trust and deliver a great customer experience during a crisis.

Resources mentioned:

Amazing Business Radio (podcast), by Shep Hyken

It’s all about CEX! (book), by Jason Bradshaw

Key takeaways (starts at 33:17):

Documenting the principles that describe a great experience in your team.

Celebrate when employees go above and beyond.

When it gets harder, celebrate harder.

Just act to implement a better experience.

Michael Barnard is is the General Manager of Customology - a company which helps businesses create loyal customers. He’s an expert at driving customer loyalty and in this episode shares his tips for creating a loyalty program that will actually keep your customers coming back.

 

Resources mentioned:

• Start With Why (Book), by Simon Sinek
• Eat That Frog! (Book), by Brian Tracy
• The Personal MBA (Book), by Josh Kaufman
• Crack the Customer Code (Podcast)
• The Intuitive Customer (Podcast)
• Freakonomics (Podcast)
• The Elements of Value (Research), by Bain & Company

 

Key takeaways (starts at 35:36):

1. Design your loyalty program for the people you’re trying to reach.
2. Look for ways to add more elements of value.
3. Do something meaningful with the data you’re collecting.

This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

Michael Barnard is is the General Manager of Customology - a company which helps businesses create loyal customers. He’s an expert at driving customer loyalty and in this episode shares his tips for creating a loyalty program that will actually keep your customers coming back.

 

Resources mentioned:

Start With Why (Book), by Simon Sinek

Eat That Frog! (Book), by Brian Tracy

The Personal MBA (Book), by Josh Kaufman

Crack the Customer Code (Podcast)

The Intuitive Customer (Podcast)

Freakonomics (Podcast)

The Elements of Value (Research), by Bain & Company

 

Key takeaways (starts at 35:36):

Design your loyalty program for the people you’re trying to reach.

Look for ways to add more elements of value.

Do something meaningful with the data you’re collecting.

Annette Franz is the Founder and CEO of CX Journey and is a highly respected customer experience consultant. In this episode you’ll learn about the importance of the customer journey map, how to get started with designing your own, and also some practical tips to make the most of your journey mapping experience.

 

Resources mentioned:

• Everybody Matters (book), by Bob Chapman
• AirBNB’s 10 Star Experience (article)
• CX Journey (website), by Annette Franz
• Designing CX (website)

 

Key takeaways (starts at 28:44):

1. Journey Maps are easier than you think, so just get started.
2. Customers will give you the deepest insights
3. Journey maps are one tool in the CX toolkit
4. Digitise and display your journey map so staff can see it.
5. If nothing changes, nothing changes.

This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

Annette Franz is the Founder and CEO of CX Journey and is a highly respected customer experience consultant. In this episode you’ll learn about the importance of the customer journey map, how to get started with designing your own, and also some practical tips to make the most of your journey mapping experience.

 

Resources mentioned:

Everybody Matters (book), by Bob Chapman

AirBNB’s 10 Star Experience (article)

CX Journey (website), by Annette Franz

Designing CX (website)

 

Key takeaways (starts at 28:44):

Journey Maps are easier than you think, so just get started.

Customers will give you the deepest insights

Journey maps are one tool in the CX toolkit

Digitise and display your journey map so staff can see it.

If nothing changes, nothing changes.

Steven Czeiger is the Managing Director of Sunlite Mitre 10 - a chain of hardware stores that is dedicated to providing exceptional customer experiences. In this episode Steven will share his tips for hiring great people who have a service mindset, and how to make sure you give customers a great experience in a retail environment.

 

Resources mentioned:

• Elephant Journal (website)

 

Key takeaways (starts at 22:31):

1. Have an obsession with hiring the right people.
2. Highlight staff who go above and beyond.
3. Use customer feedback as part of your daily business.
4. Invest in ‘Wow’ experiences even if you can’t see an immediate ROI.

This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

Steven Czeiger is the Managing Director of Sunlite Mitre 10 - a chain of hardware stores that is dedicated to providing exceptional customer experiences. In this episode Steven will share his tips for hiring great people who have a service mindset, and how to make sure you give customers a great experience in a retail environment.

 

Resources mentioned:

Elephant Journal (website)

 

Key takeaways (starts at 22:31):

Have an obsession with hiring the right people.

Highlight staff who go above and beyond.

Use customer feedback as part of your daily business.

Invest in ‘Wow’ experiences even if you can’t see an immediate ROI.

Jeanne Bliss is the CEO of Customer Bliss, a best-selling author, and also one of the founders of the Customer Experience Professionals Association. In this episode Jeanne answers questions from the Customer Experience Leaders audience. You’ll hear practical tips and advice on how to implement a successful CX strategy within your own organisation.

 

Resources mentioned:

• Would You Do That To Your Mother (book), by Jeanne Bliss.

This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.