CX Passport

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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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Understand what TRUE customer loyalty looks like AND how to get it from Hall of Fame Speaker, Shep Hyken!

Have a listen as Shep gives us great insights from his new book, “I’ll Be Back: How To Get Customers To Come Back Again And Again” such as 

• How do you create loyal customers
• What is the F-bomb of Customer Service?
• Moments of magic, misery...and mediocrity
• Creating an "I'll Be Back Culture"
• Just as important to avoid "meh" moments
• Don't confuse a repeat customer with a loyal customer
• Simple doesn't mean easy

And it’s not a CX Passport episode without a little travel, right? Check out Shep’s favorite airport restaurants and listen in as he tells some of his great business travel experiences. Find out why New Zealand is amazing and what is the only bean Shep will eat. 

Learn about all that from Shep!

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

Episode resources:

Book Title “I’ll Be Back: How To Get Customers To Come Back Again And Again”

Book Site illbebackbook.com

Shep Hyken www.linkedin.com/in/shephyken/

Web Site hyken.com

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“Customer experience isn’t just for big companies.” “Don’t just chase a score.” “I like being a tourist but I don’t like tourists.” “Pizza is the stuff of life”. 

Those are just a small sample of the Customer Experience and travel wisdom today’s guest, Damian Miller of Intelligent Purpose, brings to the episode. 

Want to understand what REAL human centered design requires? How about understanding that the conversation around “Who should own CX” is often just a distraction. 

How about getting insight on what it means to get the deep immersion experience of living 9 months in India?

Damian drops those wisdom bombs all throughout the episode. 

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

Episode resources:

Intelligent Purpose: www.intelligentpurpose.com

Damian Miller: www.linkedin.com/in/damianmillerresearch/

[email protected]

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Traveling to 40 countries including long term living in 4 gives you a perspective on the globe that you can’t get otherwise. How does that perspective influence the approach to customer experience and consumer behavior? 

How can we consciously choose to elevate voices in CX that aren’t the same as ours? 

How does a woman, a baby, a basket and a cobra play into all of this?!?!

Find out all of this and more in this episode with Tom DeWitt, Ph.D. We’ll get to hear about Dr. DeWitt’s perspective on the globe, how he’s leading the creation of a Masters program in CX at Michigan State University and also hear Tom share some of his greatest and creative travel stories. 

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

Episode resources:

Tom DeWitt, Ph.D.: www.linkedin.com/in/tom-dewitt-ph-d-5076093/

Michigan State University: msu.edu/

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CX Passport heads to the African continent for the first time with Clinton Cohen of iContact.

You’ll hear about how South Africa is exploding as a BPO destination. Learn about how the heart of the people of the South African culture provides a fantastic source of talent.

Get to know about impact sourcing and how the provision of a living wage lifts not just the employee but the overall community. 

Let’s not stop there...learn about Plettenberg Bay with leaping whales and beautiful beaches. And find out just what the heck a Boerewors roll is!

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

Episode resources:

Clinton Cohen: www.linkedin.com/in/erinsheehan

iContact: www.icontactbpo.com/

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A 48 state road trip? What is Showmanship of Customer Experience? How does the hospitality industry continue to deliver great CX in the midst of the whiplash of 2021? And...Chinese Chilean Fusion cuisine? All in one episode?

That’s what happens when you talk with Alec Dalton of Marriott. Coming from an industry that is likely the original source of customer experience delivery, Alec and I talk about all things customer experience...and yeah…travel too! 

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

Episode resources:

Alec Dalton: www.linkedin.com/in/alecdalton/

The Uncanny Valley: en.wikipedia.org/wiki/Uncanny_valley

House on the Rocks (Frank Lloyd Wright): www.thehouseontherock.com/

The Experience Economy: en.wikipedia.org/wiki/Experience_Economy

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Think of a time you’ve been able to work with someone really interesting. No I mean REALLY interesting. Someone who consistently brings a new perspective, a novel way of thinking and a suite of fascinating experiences. Today’s guest, Cliff Crosbie of Emrays, is one of those people for me. 

Learn about creating NikeTown and other expressions of global retail at Apple, Nike and Nokia. Cliff will share his leadership with global retail store experiences across physical, human and digital CX.  This guy KNOWS his customer experience, especially the retail customer experience. 

Enjoy that soothing Scottish voice and accent but know the content will wow you even more.

This doesn’t even begin to mention his other businesses...and the highly intelligent approaches to elements of team culture or truly advanced approaches to video algorithms and several other ventures. Wow! 

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

Episode resources:

Cliff Crosbie: https://www.linkedin.com/in/cliff-crosbie-78b787/

EMRAYS: https://emrays.com/

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Great CX isn’t just for hospitality and luxury retail. What about industries where you simply wouldn’t expect it to exist? Why shouldn’t a customer of a non-profit expect a great customer experience? What about the world of debt?

This episode’s guest, Katie Stabler, Founder and Director of Customer Experience at CULTIVATE Customer Experience by Design, IS brave enough and has the drive to ensure that ALL get a great customer experience, regardless of situation.

You know what I say about the best meals? What if I told you Katie has had a chance to prepare her best meals...on Masterchef UK?!  We’ll talk about her experiences on the show as well.

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

Episode resources:

Katie Stabler: www.linkedin.com/in/katie-stabler-ccxp/

Cultivate CX: www.cultivatecustomerexperience.com/

One of Katie’s MasterChef UK Episodes (Season 12 Episode 5): www.bbc.co.uk/programmes/b07561g5

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Want to know how to get Customer Experience right? Not just the day to day getting CX right but also making sure significant CX initiatives are actually successful?

Have a listen to today’s CX Passport guest, Jo Boswell, who has a wealth of experience in just that...getting CX right. 

After an extensive customer experience career at British Airways, Jo created a CX consulting company, Sentio-B, dedicated to providing the support and encouragement for customer experience leaders that she wished she could have had when she was in the field.

Jo led successful, financially significant CX initiatives for major, complex companies and knows what it takes. 

And of COURSE we’ll talk travel. 

Learn about all that from Jo!

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

Episode resources:

Jo Boswell: www.linkedin.com/in/jojboswell/

Sentio-B: sentio-b.co.uk/

Top 5 Skills of CX Leaders

Strong Commercial / Business Skills

Influence across the organization

Inspire & Motivate for all levels

Collaboration

Personal Resilience

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We just wrapped up an exciting NBA Finals. We saw crowds of fans, both inside and outside the stadiums, all eager to have an amazing experience...and certainly hoping their team wins. Keep that energy alive with today’s CX Passport guest, Katie Miller the Senior Vice President, Premium & Client Services, Fan Experience & Operations of the Orlando Magic

Learn how Katie drives those amazing life moment, fan experiences. 

Understand how the team’s location in Orlando influences the Magic’s delivery on fan experience.

Get a clearer picture on how you could start a career in fan experience.

And do fans actually order the healthy options they say they want on team surveys?

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

Episode resources:

Katie Miller: www.linkedin.com/in/katiestocz/

Orlando Magic: www.nba.com/magic/