CX Passport

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🎤The experience doesn’t matter?! Interesting. Find out more in “The one where memories matter” CX Passport episode 72 with Gus Imhof 🎧 What’s in the show?...

💡Surveys aren't dead. Bad surveys are dead.

🧠Design your experience for memorability

🤠The family ranch in Brazil!

🐍The risk of survey scope creep

👷‍♀️If you ask, you better DO something about what you learn

⛔Don't force the customer into telling you about something they don't care about

😣Why would you ask for NPS at the DMV?!?!

💭“The reality is…customer experience does nothing for your business. The experience your customer has with your brand does not impact your bottom line. What impacts your future performance is what they remember from those experiences.” - Gus

Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.

Episode resources:

Master's Thesis 2019 in the International Journal of Market Research “The Dawn of CX Metrics” journals.sagepub.com/doi/abs/10.1177/1470785319848955

Gus Imhof:  www.linkedin.com/in/gustavoimhof

Web site: cxahead.com

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🎤How do you stay on top in Turkey when your market share is threatened by the world’s largest ecommerce brands? Find out in “The one with the Chief People Officer and the King of CX” with Esra Beyzadeoğlu & Buğra Asfuroğlu of Hepsiburada in CX Passport episode 71 🎧 What’s in the episode?…

💡Nice! The benefit of the Chief People Officer and Leading Customer Experience in one role

✅When the Chairwoman of the company says "The Customer is at the Core"

📲The strength of the Turkish eCommerce culture

🥰How to differentiate when Amazon and Alibaba come to your market

👂Using Voice of the Customer to choose the right initiative

🦈WHAAA?!?!?!? Cage diving with sharks?

💞Unifying customer experience across all of a company's brands

💭“We should always start by looking at the impact of whatever we do to the result of our customer experience and create the training and conduct the transformation programs, putting the customer at the heart of everything.” - Esra

Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.

Episode resources:

Hepsiburada: www.hepsiburada.com/

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In honor of Pride month, CX Passport shares an important rerun...
🎤Truly a DO NOT MISS episode (E13) of CX Passport with @Todd Sears of @OutLeadership "The one with Return on EQUALITY"🎧

🌈Why would HSBC change the lights on their famous Hong Kong building for the first time in 37 years?🏳‍🌈

💥💓At 28:32, your host experiences a massively impactful teachable moment

💰When doing what’s right for society is right for business

🧐”Leveraging difference” as opposed to “managing diversity”

🌍An open VIP invitation to Montenegro

🔜You don’t HAVE to change...but in business, survival is optional

#diversity #equality #pride

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

💭“...describes the concept of leveraging difference versus managing diversity. The idea of managing diversity is that it's a problem to be solved, and it's only focused on those six areas of visible difference. It's just stuck in HR and has no business connectivity versus leveraging difference which is an opportunity, not a problem. You're focusing on all elements of difference, not just inherent diversity, but acquired diversity, cultural fluency, your background, your experience, all the things you as a human bring to an organization, and it's tied to business outcomes.” - Todd

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🎤Learn what 40 years of customer experience in banking can teach in “The one with the kryptonite of Voice of the Customer” with Lisa Nance in CX Passport episode 69 🎧

🍕What is the BIGGEST disruptor to customer experience overall and banking in general?

👉Before the label of CX...we were still doing customer experience

🤗Hug your haters

🤬What's the Kryptonite of VOC? Asking...but then not acting

🧳Understanding your travelers as inspiration for understanding your banking customers

🧍‍♀️🧍‍♂️🤖You MUST have both human AND tech in your experience

🎧Your front line is one of the BEST sources of Voice of the Customer

💭“You can't deliver great CX if your employees are grumpy” - Lisa

Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.

Episode resources:

Lisa Nance: www.linkedin.com/in/lisanance29

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🎤Want to know how to ADVANCE Customer Experience? Find out in “The one with the Dashers vs Defenders” from Dennis Wakabayashi CX Passport Episode 68🎧

👨‍🏫Adaptive Learning - "Normalize Failure...Normalize Risk"

✨BREAKING NEWS - "CX Undercover" coming out this summer!

😲Get the popcorn ready. We do it. We bring up the CX Influencer Debate

👉It's been true. It is true. It will be true. The front line is the epicenter of customer experience

🍸A Crazy Bar Story in Tokyo

🦺No safety in CX? - Dashers vs Defenders

😵A Siberian Diamond Mine as the dream place to travel next?

👀Head to 25:10 to learn about The Efficiency of CX

💭“Every time you see an influencer, what you're seeing is someone trying to bring their art to business” - Dennis

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

Episode resources:

Twitter @voiceofCX

Insta - @WhatIsDennisDoing

Dennis: denniswakabayashi.com

Dennis’ Team: teamwakabayashi.com

The Siberian Diamond Mine - Mir Mine: en.wikipedia.org/wiki/Mir_mine

Influencer Management: heartbeat.com

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🎤Find out what what REALLY motivates a customer experience program in “The one with salty client honesty” with Michael Hinshaw of MCorpCX CX Episode 67 of CX Passport🎧

🌾Trading grain as a career pathway to Customer Experience?

💡Bonus episode insight - free patent process wisdom

👉"Technology won't fix it"

😲Salty client honesty about "that customer centricity thing"

💰Why Incentives and incentives REALLY matter

🚗Why test drives are not encouraged in Kuwait

👀Value comes in 3 primary areas. Focus THERE for CX

Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.

Episode resources:

MCorpCX: www.mcorp.cx

Email Michael: [email protected]

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Your travelin' host will be in Costa Rica so I'm offering up a rerun this week with the amazing Gavin Scott. Enjoy!

Get all sorts of Customer Service gold dust from Gavin Scott. Learn about the 5 key areas for delivering great customer service. Gavin, through storytelling and wisdom, shares his gold dust for customer experience and customer service throughout the episode. 

Understand why storytelling matters...and how grandads tell great stories! 

Why does the “Next Play or Customer Next” attitude help customer service agents succeed?

Do you realize how reffing soccer (or football for my global friends) and customer experience are related?

Hear about an amazing experience at the Ritz Carlton Sharm El Sheikh in Egypt that cemented a lifetime customer. 

Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.

Episode resources:

Gavin Scott: www.linkedin.com/in/gavinscottltd/

Web: gavinscott.me

Book: Finding Gold Dust: How to Create Exceptional Customer Experiences

Podcast: Customer Service Gold Dust gavinscott.me/podcast/

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🎤Get the fix for your Digital Transformation in “The one with the digital irrelevance antidote” with Howard Tiersky CX Passport Episode 65🎧

🤨Does the term "Digital" matter anymore?

💉What is the Irrelevance Antidote?

🥥Why does a beach shack restaurant in Cozumel need to be Digital?

✅The 5 steps to thrive in a digital world?

😖A sad tale of a company with the antidote...but failed to use it

🏌️‍♀️What does a hole in one tell us about Voice of the Customer?

Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.

Episode resources:

Winning Digital Customers: The Antidote to Irrelevance: winningdigitalcustomers.com/

Howard Tiersky: www.linkedin.com/in/tiersky

What's on your mind? Let CX Passport know...

🎤Don't stop believin'🎵🎵🎵 and listen to "The One Where the Journey is the Truth" with Jochem van der Veer in CX Passport episode 64🎧

🧭Not customer centric but Journey Centric

😎How remote life created a family experience in Tulum Mexico

👀Journeys should be managed like products

🎨No end to end journey. It’s a collection of *many* customer journeys

🤗Dad of the year!...This may be the winner to “The one item you won’t leave home without” question. 

💪Overcoming resistance to changing journeys

🤩The best work can be done wherever you are

Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.

Episode resources:

Jochem van der Veer: www.linkedin.com/in/jochemvanderveer/

TheyDo: www.theydo.io/

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🎤Head to Hawai’i to learn about CX, Coaching, Airbnb…and dial-up(!) in “The one where she transforms lives…one customer at a time” Desirree Madison Biggs CX Passport Episode 63🎧

✅Where do you start a CX program? "Start where you can!"

😍Living on the beach in Hawaii

👩‍🍳The CX career Recipe - Fixing Things, Passion and Risk Taking

🙋‍♀️What it's like to drive CX at Airbnb

💡Do you want customer insight? "Go make friends with the support organization"

👂Ever wonder what stories customer support hears at Airbnb?

🤩The one most memorable Airbnb experience - Sonoma. Wow...people live like this?!

💗How does a coaching practice and customer experience relate to each other?

Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.

Episode resources:

Desirree Madison-Biggs: www.linkedin.com/in/feedbackdiva/