Customer Experience Leaders

Johann Kim is the Founder and Managing Director of Pigeonhole, a series of quirky and designer-esque retail stores throughout Australia. We talk to him about how a retail business like Pigeonhole is able to deliver consistent customer experiences when they have so many different store formats. We also talk about culture and how Johann's passion for delivering amazing service permeates through the business and enables staff to develop relationships with their customers.

Key takeaways (starts at 21:46):

1. At its heart, customer experience is emotive; it's about how your customers feel.
2. Create a positive internal culture by focusing on friendship and family values
3. It's okay to break the rules sometimes if it keeps you enthusiastic and that resonates with customers.

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

Johann Kim is the Founder and Managing Director or Pigeonhole, a series of quirky and designer-esque retail stores throughout Australia. We talk to him about how a retail business like Pigeonhole is able to deliver consistent customer experiences when they have so many different store formats. We also talk about culture and how Johann's passion for delivering amazing service permeates through the business and enables staff to develop relationships with their customers.

Key takeaways (starts at 21:46):

Blake Morgan is a Customer Experience Futurist, Keynote Speaker and Author of the new book ‘More Is More’. On this episode, we ask her: Why does customer experience actually matter? We talk about customer support and contact centres. And of course, we discuss the future of customer experience and how technology will impact how brands engage with their customers.

Resources mentioned:

• More Is More (book), by Blake Morgan.
• Fresh Air (podcast), hosted by Terry Gross, by NPR.
• Thick Face, Black Heart (book), by Chin-Ning Chu.

Key takeaways (starts at 27:07):

1. Focus on the right metrics; the metrics which matter to the customer, not just the metrics which matter to the organisation.
2. Make things easy for the customer
3. Don’t make the customer repeat themselves

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

Blake Morgan is a Customer Experience Futurist, Keynote Speaker and Author of the new book ‘More Is More’. On this episode, we ask her: Why does customer experience actually matter? We talk about customer support and contact centres. And of course, we discuss the future of customer experience and how technology will impact how brands engage with their customers.

Resources mentioned:

Key takeaways (starts at 27:07):

Kylie Ward is the CEO of the Australian College of Nursing. We go behind-the-scenes of the nursing world, and uncover what the role of a nurse actually is, how nurses impact patient outcomes and patient experiences, the ways nurses go above and beyond, and what a 10/10 healthcare experience looks like. There are plenty of takeaways from the nursing industry that we can apply to business generally.

Resources mentioned:

• You Can Heal Your Life (book), by Louise Hay.
• The 7 Habits of Highly Effective People (book), by Stephen Covey.
• How to Win Friends & Influence People (book), by Dale Carnegie.

Key takeaways (starts at 31:33):

1. Include the customer/patient in handover processes so they feel involved.
2. Manage uncertainty in emergency rooms by increasing communication and setting clear expectations.
3. Promote the use of staff emotional intelligence (EQ) by building processes and tools to facilitate it.
4. Find practical uses for big data by looking at trends and creating new processes to improve the customer’s experience.

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

Kylie Ward is the CEO of the Australian College of Nursing. We go behind-the-scenes of the nursing world, and uncover what the role of a nurse actually is, how nurses impact patient outcomes and patient experiences, the ways nurses go above and beyond, and what a 10/10 healthcare experience looks like. There are plenty of takeaways from the nursing industry that we can apply to business generally.

Resources mentioned:

Key takeaways (starts at 31:33):

Brien Winther is the Managing Director of Pandora jewellery, in the UK. Previously, Brien was the President of Pandora Australia and New Zealand. Topic 1: How Pandora’s personalised bracelet charms helped build it into the successful brand that it is today. Topic 2: How Pandora manages the huge queues it receives every year in the lead up to Christmas and Valentine’s Day. Bonus topic: How Pandora turned a struggling retail store on Pitt St into a $10M success story.

Key takeaways (starts at 30:39):

1. Create ways for customers to build emotional connections with your product (like how Pandora’s charms capture ‘Unforgettable Moments’).
2. Reduce the burden of queues by managing customer expectations and moving people through their unique journey quicker.
3. People make the experience (not the product, price, policies or procedures).
4. Practical empowerment of store managers, which leads to staff genuinely caring.

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

Brien Winther is the Managing Director of Pandora jewellery, in the UK. Previously, Brien was the President of Pandora Australia and New Zealand. Topic 1: How Pandora’s personalised bracelet charms helped build it into the successful brand that it is today. Topic 2: How Pandora manages the huge queues it receives every year in the lead up to Christmas and Valentine’s Day. Bonus topic: How Pandora turned a struggling retail store on Pitt St into a $10M success story.

Key takeaways (starts at 30:39):

David Buttel is the Managing Director of Raine & Horne real estate, in Neutral Bay. There's a lot of discussion in the property market right now about housing affordability, real estate ethics and an ongoing debate over whether you can trust real estate agents. We spoke to one of Australia's best real estate agents to uncover how he delights his customers, regardless of the industry's reputation. Today, we reveal the secrets of how real estate agents get the best prices when selling properties. We learn why David is one of the top 100 real estate agents in Australia. And, we ask whether there are any conflicts of interest as a real estate agent when dealing with buyers and sellers.

Key takeaways (starts at 26:10):

1. Having real empathy for your customers
2. Seeing the big picture view (i.e. customer lifetime value)
3. "It's not what you say or what you do, it's how you make the customer feel."
4. Have humility and do the dirty work (even when clients don't realise it)

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

David Buttel is the Managing Director of Raine & Horne real estate, in Neutral Bay. There's a lot of discussion in the property market right now about housing affordability, real estate ethics and an ongoing debate over whether you can trust real estate agents. We spoke to one of Australia's best real estate agents to uncover how he delights his customers, regardless of the industry's reputation. Today, we reveal the secrets of how real estate agents get the best prices when selling properties. We learn why David is one of the top 100 real estate agents in Australia. And, we ask whether there are any conflicts of interest as a real estate agent when dealing with buyers and sellers.

Key takeaways (starts at 26:10):