Customer Experience Leaders

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.

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 you’ll learn about the importance of the Chief Customer Officer role, and how you can drive a customer-centric focus within your organisation that would make your mother proud.

 

Resources mentioned:

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

 

Key takeaways (starts at 28:48):

1. Treat customers like assets
2. Think about your processes in reverse so you can focus on the customer first.
3. Place trust in your front-line staff.
4. Become a customer experience leader within your own organisation.

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

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 you’ll learn about the importance of the Chief Customer Officer role, and how you can drive a customer-centric focus within your organisation that would make your mother proud.

 

Resources mentioned:

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

 

Key takeaways (starts at 28:48):

Treat customers like assets

Think about your processes in reverse so you can focus on the customer first.

Place trust in your front-line staff.

Become a customer experience leader within your own organisation.

Janine Pawson is a Senior CX Design Lead at Australia’s NBN Co. She’s an expert at creating service blueprints to help companies understand the interactions they have with their customers. In this episode you’ll learn about the importance of a service blueprint, how it fits into the arsenal of a great CX pro, and how to actually create one for your business.

 

Resources mentioned:

• Mapping Experiences (book), by James Kalbach
• Realtime Board (example)
• Learning Space Toolkit (example)
• Service Blueprint (Wikipedia)
• Nielsen Norman Group (definition)

 

Key takeaways (starts at 26:43):

1. Learning from in person workshops is valuable.
2. Don’t interview people for a service blueprint, involve them in the creation process.
3. You don’t need to be an expert, start mapping a service blueprint out on paper.
4. Use visual displays to make information easier to digest.
5. Service blueprints can help you build empathy around the customer experience.

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

Janine Pawson is a Senior CX Design Lead at Australia’s NBN Co. She’s an expert at creating service blueprints to help companies understand the interactions they have with their customers. In this episode you’ll learn about the importance of a service blueprint, how it fits into the arsenal of a great CX pro, and how to actually create one for your business.

 

Resources mentioned:

Mapping Experiences (book), by James Kalbach

Realtime Board (example)

Learning Space Toolkit (example)

Service Blueprint (Wikipedia)

Nielsen Norman Group (definition)

 

Key takeaways (starts at 26:43):

Learning from in person workshops is valuable.

Don’t interview people for a service blueprint, involve them in the creation process.

You don’t need to be an expert, start mapping a service blueprint out on paper.

Use visual displays to make information easier to digest.

Service blueprints can help you build empathy around the customer experience.

Dan Fine is a customer experience professional who has worked on brands like NAB, Telstra, Sensis, and Vic Roads. In this episode you’ll learn how to define the role of a customer experience professional, plus you’ll discover many tips and resources that you can use on your journey to becoming a great CX pro.

 

Resources mentioned:

• Service Design Show (podcast).
• Why Service Design Thinking (podcast).
• This is HCD (podcast).
• General Assembly (course).
• Academy XI (course).
• Customer Experience Professionals Association
• This is Service Design Thinking (book), by Marc Stickdorn and Jakob Schneider.
• The Field Guide to Human-Centered Design (book), by IDEO.
• The Ultimate Question 2.0 (book), by Fred Reichheld and Rob Markey.
• Beyond the Ultimate Question (book), by Bob Hayes.
• Bulletproof Radio (podcast), with Dave Asprey.
• Influencers (podcast), by Jon Levy
• Closing the Delivery Gap (research), by Bain and Company

 

Additional Resources:

• The Ten Principles Behind Great Customer Experiences (book), by Matt Watkinson.
• Outside In: The Power of Putting Customers at the Center of Your Business (book), by Harley Manning and Kerry Bodine.
• Gamestorming: A Playbook for Innovators, Rulebreakers, and Changemakers (book), by Dave Gray, Sunni Brown, and James Macanufo.
• Xplaner (website).
• Strategyzer (website).
• Service Design Tools (website).

 

Key takeaways (starts at 30:35):

1. Any CX initiative needs to be driven by the CEO.
2. Present ideas with 51% confidence but 100% conviction.
3. Treat survey data like an asset.
4. Close the delivery gap between what you think you know and what the customer experiences.

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

Dan Fine is a customer experience professional who has worked on brands like NAB, Telstra, Sensis, and Vic Roads. In this episode you’ll learn how to define the role of a customer experience professional, plus you’ll discover many tips and resources that you can use on your journey to becoming a great CX pro.

 

Resources mentioned:

Service Design Show (podcast).

Why Service Design Thinking (podcast).

This is HCD (podcast).

General Assembly (course).

Academy XI (course).

Customer Experience Professionals Association

This is Service Design Thinking (book), by Marc Stickdorn and Jakob Schneider.

The Field Guide to Human-Centered Design (book), by IDEO.

The Ultimate Question 2.0 (book), by Fred Reichheld and Rob Markey.

Beyond the Ultimate Question (book), by Bob Hayes.

Bulletproof Radio (podcast), with Dave Asprey.

Influencers (podcast), by Jon Levy

Closing the Delivery Gap (research), by Bain and Company

 

Additional Resources:

The Ten Principles Behind Great Customer Experiences (book), by Matt Watkinson.

Outside In: The Power of Putting Customers at the Center of Your Business (book), by Harley Manning and Kerry Bodine.

Gamestorming: A Playbook for Innovators, Rulebreakers, and Changemakers (book), by Dave Gray, Sunni Brown, and James Macanufo.

Xplaner (website).

Strategyzer (website).

Service Design Tools (website).

 

Key takeaways (starts at 30:35):

Any CX initiative needs to be driven by the CEO.

Present ideas with 51% confidence but 100% conviction.

Treat survey data like an asset.

Close the delivery gap between what you think you know and what the customer experiences.

Milly Schmidt is a product leader, UX designer, and instructor who helps companies integrate design thinking into their business. In this episode you’ll learn about the importance of design thinking, how it can help you make better decisions, and the five step process to help you apply design thinking to your organisation right away.

 

Resources mentioned:

• The Design of Everyday Things (book), by Donald Norman,
• Design Thinking Bootcamp (course), by Stanford
• Sprint (book), by Jake Knapp from Google Ventures,
• User Experience Design (course), by General Assembly
• Service Design (course), by Academy XI
• Jared Spool
• Don't Make Me Think (book), by Steve Krug
• A List Apart
• Skills of the Modern Age

 

Key takeaways (starts at 30:37):

1. Design thinking is a scientific process to solve human problems
2. Employ design thinking to gather evidence for decision making
3. Where does the nexus of power lie in your organisation?
4. Reframe the terminology you use to talk about customers.

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

Milly Schmidt is a product leader, UX designer, and instructor who helps companies integrate design thinking into their business. In this episode you’ll learn about the importance of design thinking, how it can help you make better decisions, and the five step process to help you apply design thinking to your organisation right away.

 

Resources mentioned:

The Design of Everyday Things (book), by Donald Norman,

Design Thinking Bootcamp (course), by Stanford

Sprint (book), by Jake Knapp from Google Ventures,

User Experience Design (course), by General Assembly

Service Design (course), by Academy XI

Jared Spool

Don't Make Me Think (book), by Steve Krug

A List Apart

Skills of the Modern Age

 

Key takeaways (starts at 30:37):

Design thinking is a scientific process to solve human problems

Employ design thinking to gather evidence for decision making

Where does the nexus of power lie in your organisation?

Reframe the terminology you use to talk about customers.

Vince Parry is a veteran of the healthcare industry and is the President and Chief Branding Officer of the Parry Branding Group. He’s an expert on building healthcare brands and in this interview shares his tips for building engaging brands that connect with customers on a deep, personal level.

 

Resources mentioned:

• Identity Crisis (book), by Vince Parry

 

Key takeaways (starts at 30:48):

1. Ensure that your employees feel great as they’re part of the transaction
2. Lead the customer journey with education
3. Think about how you can have a series of conversations with your customers
4. Listen to what your customers have to say

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