CX Passport

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🎤DO something with your Customer Experience in “The one where he goes from insight to action” with ken peterson of QuestionPro in CX Passport episode 82🎧 What’s in the episode?...

👟Beyond the fluffernutter of CX theory to ACTION

🔨No tool is perfect...but tools DO matter

👩‍🔧How to enable the front line through insights

📄What does a GOOD survey look like?

🧮You don't need a statistician to know what customer's think

🙄Longer surveys diminish the customer's trust that you'll do anything with it

🥶Dream Travel - Utqiagvik: The northernmost city in North America

Hosted by Rick Denton “I believe the best meals are served outside and require a passport”

💭“It's amazing how often the longer the survey, the less likely [the company will] do anything with it.” - Ken 

Episode resources:

Northernmost city in North America: Utqiagvik, Alaska, USA

LinkedIn: www.linkedin.com/in/kenpeterson

Get in touch with Ken: questionpro.com/ken

QuestionPro: questionpro.com

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🎤Get hyper-personalized in "The one with the Co-creation for the Modern Union" with Brian Elliott of Wove CX Passport episode 81 🎧 What’s in the episode?...

🥰The Emotional Aha moment- A BEAUTIFUL heartfelt genesis moment for the company

🧠Knowing your customers creates the opportunity

💍Disrupting a hyper-fragmented jewelry industry...

🧱...Especially an industry with huge barriers to entry

⚡How did a couple of Army Rangers get into jewelry?

✅The responsibility when the experience REALLY matters 

🎬An intriguing approach to building trust in the experience

Hosted by Rick Denton “I believe the best meals are served outside and require a passport”

💭“Each love story deserves a truly one of a kind product, and a one of a kind customer experience to match.” - Brian

Episode resources:

Website: https://www.wovemade.com

Instagram: https://www.instagram.com/wove_made

Facebook: https://www.facebook.com/wovemade/

Company LinkedIn: https://www.linkedin.com/company/wovemade/

Brian LinkedIn: www.linkedin.com/in/briancelliott

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🎤Go beyond the bumper sticker CX in “The one where Red is the new green of KPIs” with Cristina Popa CX Program Manager at Philips in CX Passport episode 80🎧 What’s in the show?...

👩‍🍳How do you blend process & customer experience?

🔁Repeatability of great customer experiences

⛔You don't change culture with a poster on the wall

🏃‍♀️Getting from ivory tower ideas to front line execution

💻Eindhoven as the Silicon Valley of Europe

😋The wonderful blend that is Romanian food

🎬Going beyond just a score. Action is what matters

Hosted by Rick Denton “I believe the best meals are served outside and require a passport”

💭“Red is the new green in regards to KPI. So what that means is that if we don't have the courage to recognize where we are performing poorly, then we also cannot improve on it and make it better.” - Cristina

Episode resources:

Cristina Popa: www.linkedin.com/in/cpopa1

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🎤Learn about the creation and the impact of customer insights in "The one where they create a customer insights team from scratch" with Jared Gebers & Audrey Anderson of Republic Finance in CX Passport episode 79...🎧 What’s in the episode?...

🚽Parking and Potties providing UX wisdom

🔨How to build a CX insights team

💪The power of the customer's "voice" changing internal mindsets

🧐The UX Therapist - Talking about feelings

👉Use their name!

👸The Princess Bride makes an appearance!

Hosted by Rick Denton “I believe the best meals are served outside and require a passport”

💭“I always feel like feelings really stick with people. That's the thing that sticks with them the longest. It's not…the button color is important, and how they got to us is important. But if they come to us, and they experience something really delightful, then it sticks” - Audrey

Episode resources:

Website: republicfinance.com

Audrey LinkedIn: www.linkedin.com/in/audrey-anderson

Jared LinkedIn: www.linkedin.com/in/jared-gebers-8362524

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🎤Airlines, loyalty and good experience? It can happen. Find out in “The one with the burgers, the mojitos and the airline loyalty” with Mark Ross-Smith CEO of Status Match in CX Passport episode 78🎧 What’s in the episode?...

🍜How do Customer Experience and Loyalty blend?

😡If loyalty is so important to airlines, why is the customer experience broken?

🦉Yugen - A key moment in travel customer experience

😍He got to ride in the cockpit y'all!

🍔🍹The two things that determine how great a hotel is

🔧Solving a key pain point for airline loyalty

Hosted by Rick Denton “I believe the best meals are served outside and require a passport”

💭“Whereas loyalty programs, especially in the last few years, have really come to the light because of the value that they bring airlines and the cash flow they generate. And what airlines are realizing is there's a link between really a great brand experience, the customer experience that goes with that and profitability out of customers. Funny enough, when people are happy, they spend more. Who would have guessed? ” - Mark

Episode resources:

LinkedIn: www.linkedin.com/in/markrosssmith

Blog: www.traveldatadaily.com

Website: www.statusmatch.com

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🎤Changing the BPO industry through employee experience and matching agents to brands they love in “The one with the BPO Brand Love” with Jose Herrera Co-Founder & CEO at Hire Horatio CX in CX Passport episode 77 🎧 What’s in the episode?...

🧚‍♀️The disruptor's muse

🔁Lack of consistency taking care of customers

💗Matching BPO contact agents to the brands they love

🤩Focus first on wowing employees

👂A BPO partner as a source of VOC

🌎Building your company in your homeland

😎Why The Dominican Republic is a great place for business

Hosted by Rick Denton “I believe the best meals are served outside and require a passport”

💭“We focus first on wowing our employees, because in our experience, making sure that our employees are happy is also good for our customers.” - Jose

Episode resources:

LinkedIn: www.linkedin.com/in/joseherrerap

Email: [email protected]

Website: hirehoratio.com

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🎤”The one with customer experience for turbulent times” with Mary Drumond of Worthix in CX Passport Episode 76🎧 What’s in the episode?...

💡Why Customer Experience is so important in turbulent times

💪Impact over frequency

☝The 5 drivers of a purchase decision

🤢Why are so many surveys garbage!

💔Not a fan of "romantic customer experience"

Quit striving for the fancy, special experience...get the 🤬 basics right

🏋️‍♀️If you can lift it, it's time to go heavier

Hosted by Rick Denton “I believe the best meals are served outside and require a passport”

💭“What are the aspects of the experiences that they have with your company that are driving them to purchase because the most important moment is the decision to buy…That’s when it comes down to make the customer think yes, this is worth it? Right? Or no, this is not worth it. And in turbulent times, what you have is that decision is that much more precious” - Mary

Episode resources:

LinkedIn: www.linkedin.com/in/marydrumond

Podcast: voicesofcx.com

Company: worthix.com

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🎤Work both sides of your CX brain in “The One With The Empathy And The Spreadsheet” Vaishali Dialani Head of Customer Experience at NOW Money CX Passport episode 75🎧 What’s in the episode?...

🧚‍♀️The muse behind her pivot to Customer Experience

🧠The right and left brain of CX

🦉You have to unlearn in order to learn

🚫Avoiding the dumping ground of Customer Experience

🔊Use the Customer's Tone of Voice inside your own company

😲3rd generation Dubai born and raised!

🧼Getting out of the bubble to deliver diverse customer experiences

👍Making customer lives simpler & happier

Hosted by Rick Denton “I believe the best meals are served outside and require a passport”

💭“You have to unlearn a lot of things to be able to learn” - Vaishali

Episode resources:

Vaishali Dialani: www.linkedin.com/in/vaishalidialani

Now Money: nowmoney.me

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🎤Get ready to be hungry in “The one with the Happiness of King’s Hawaiian” with Troy Figgins, Director of Consumer Insights at King’s Hawaiian Bakery🎧 What’s in the show?...

😎From a beach side store to a nationally loved brand - The Spirit of Aloha

🍔SLIDER SUNDAYS!!!

🔍Growth of brand through a maniacal focus on needs of the customer and consumer

😍The audacity of Happiness as a Brand Promise

🏃‍♀️Going from esoteric brand goals to real actions

🎵A hidden karaoke bar in Tokyo

👂Creating, listening to and learning from a consumer community...and then acting on it

Hosted by Rick Denton “I believe the best meals are served outside and require a passport”

💭“As a brand, we just, we feel like the world would be a better place, if you will, if more people got together more often with the people they care about, because there's just so much human benefit in getting together with the people you love over food. And we're like, Man, that's a great place for a brand to be like, why not?” - Troy

Episode resources:

Troy Figgins: www.linkedin.com/in/troyfiggins

Troy Figgins Twitter: @troyfiggins

King’s Hawaiian: kingshawaiian.com

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Summer brings out the vacay in this podcast host so I'm bringing out one of the EARLY episodes out of the vault. Enjoy!
Episode 6 of CX Passport brings us Anne Witherspoon whose super power is "Outside In Thinking". While we discuss our shared appreciation of the wisdom of the "philosopher" Matthew McConaughey, Anne also brings us her wisdom around how influential employee experience is to creating great customer experience. How CAN we avoid "Sunday Sickness"? We also talk about companies that fail to consider the CUSTOMER'S experience when designing customer experience. Interesting twist there for sure. Other topics to explore are "psychological safety" at work and getting teenagers out of bed for a hot air balloon ride. Not sure how those exist in the same episode? Take a listen to Episode 6 with Anne Witherspoon.