CX Passport

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Starting a business isn’t easy. Starting a business as an independent consultant surprised me by how much goes into creating & running...and growing a successful business. Today’s guest, Will Bachman of Umbrex shows us how a customer-driven approach to helping a community of independent consultants helps bring value to that group and his practice. Will provides practical wisdom around how to get started, how to avoid the generic LinkedIn headline and what a customer-centered approach looks like. 

A podcast host himself, Will offers daily wisdom to consultants on “Unleashed” available at all your fave podcast sites. Also, definitely check out Will’s guide to independent consulting (links below). 

In addition, Will has, indeed, walked 500 miles(!) along the Camino de Santiago and encourages listeners to make sure they plan and commit to taking their vacations. You’ll learn how supermarkets and bicycles are a way to getting a deeper understanding of the places you travel. 

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

Episode resources:

Will Bachman: www.linkedin.com/in/willbachman/

Umbrex: www.umbrex.com

Course for independent consultants: www.umbrex.com/video_course/setting-up-your-firm-course-introduction/

Tim Hughes - “Social Selling: Techniques to Influence Buyers and Changemakers”

Peter Del Tredici - “Wild Urban Plants of the Northeast: A Field Guide”

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CX Passport welcomes Erik Lautier of Erik & Co www.erik.co, a seasoned ecommerce and marketing executive AND the creator of a new opera, Hamlet www.hamletopera.com, AND former touring artist with a Disney production AND an TV appearance. Clearly that will bring some interesting Marketing and Customer Experience perspectives!

Find out how CX and Marketing work best together. Understand which parts of a journey can you automate and which need to stay human. 

Hear about what it’s like to rent the entire island of Pangkil AND get an understanding of how vodka, pickles and pig fat teach you how to avoid the fear of failure.

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

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

¡Vamos Perú!

Let’s head to Perú and talk with Sebastien Munar, CCXP about Customer Experience in South America.

Learn about the evolution of CX in Latin America and how he’s been able to create Customer Experience teams from scratch...even in an environment where the phrase "experiencia cliente" didn’t exist. 

Sebastien walks us through examples where customers would pay more than 30% more because they received a better customer experience and what it takes for companies to build that better experience. Spoiler Alert!...It starts with culture. 

From a land that has one of the 7 wonders of the world (Machu Pichu), Sebastien also shares with us the other 7 wonders he’s seen and the plans to see the remaining ones. 

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

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We get the chance to bask in the presence of CX wisdom on this episode of CX Passport. Diane Magers of Experience Catalysts sits down to talk CX & travel with host, Rick Denton.

Learn why you should focus on MEASURES not METRICS. 
Explore a shift BACK to humanity. 
Hear how Heather of Southwest Airlines creates customer and employee centered innovation by immersing herself in the actual day to day of a customer. Would you spend hours sitting in airports...on purpose? Heather would!
Oh...let's not forget hiking and wineries in New Zealand. 

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

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So what is the myth of customer feedback? Why do we always want to focus on the negative parts of our travel experiences? Why should you focus on the things your customers are NOT saying? How did a local market in Mexico become the source of a lasting memory? What drove KLM to focus on baggage claims?
And...what did Paul Simon say about Fingerprints?
Find out when guest Bram De Vos of Hello Customer joins this episode of CX Passport. 
Hosted by Rick Denton, CX Passport guides us through a conversation on customer experience and travel. 

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How are milkshakes, Netflix & Facebook competitors? What is the one big mistake companies make when they think they need to create a Customer Success team? Curious about riding a motorcycle in Vietnam? These and many other questions are answered by Dan Balcauski, this episode's CX Passport guest. 
Hosted by Rick Denton, CX Passport guides us through a conversation on customer experience and travel. 

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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. 

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Prepare to have your mind challenged with this episode as Josh Ramsey guests on CX Passport.
-Spiral dynamics as a way to understand employee experience?
-How operating from a place of love, not fear creates innovation?
-It's foolish to separate work and life?!
Josh shares these thoughts and more as we talk about Customer Experience and travel in this episode of CX Passport. 

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What if the modernization of one of the oldest industries, Real Estate, were more glacial than expected and the old school lives in parallel with the new world? 
How does simplicity and discipline elevate CX? 
How can companies use candidate experience to show their commitment to customer experience?
This week's episode explores those areas...and pizza...with Nima "The Speaker" Khanghahi.
Oh...and how was Aruba?!
 

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Customer Experience is so much more than just optimizing the digital portion or the human to human element. True CX design considers so much more. Today’s episode of CX Passport talks with Brooke Bayer about bringing thoughtful design to customer experience, how retail isn’t dead but boring retail is and why diversity, not just “check-box” diversity but true reflection of the diversity of the customer base is vital to delivering great customer experience. Brooke also shares how immersive travel brings about a deeper understanding of place, time...and yes, food!