What it Takes to Deliver Great Experiences at All Levels 

Shep Hyken interviews Adrian Swinscoe, CX thought leader, Forbes contributor, speaker, and best-selling author of Punk CX and Punk XL. They discuss what experience leadership means to the individual, the team, the organization, the customers, and beyond. 

Top Takeaways:  

·      It's no longer sufficient just to talk about customer experience in isolation. We have to start thinking about it holistically and ask, “What does it mean for the entire business?”

·      There's a lot of power in a place called the "gemba", meaning the real place. In business, "gemba" is the place where value is created. Figure out where the gemba in your business is and ask yourself, “How can I go there? And, how often do I go there to understand what's going on with my customers and my employees?

·      On feedback… Psychologically, with a blank text box, people don't know where to start or how to start. When you are asking for qualitative feedback, guide your customers by creating a fill-in-the-blank item. Lead with statements like, "Your experience would be better if we..."

·      Some leaders and executives are suffering from the Jekyll and Hyde Syndrome. Even a reasonable person might reach a point where they, without realizing it, would treat customers in a way that they themselves wouldn't find acceptable. 

·      All proceeds of Adrian's book, Punk XL will go to Doctors Without Borders as an acknowledgment of the work that they have done for the last 50 years. How cool is that!

Quote:  

"When you are sending a customer survey, make it shorter. You are asking your customers to take the time to tell you what they think. Respect their time by keeping it as short as you possibly can." 

About:  

Adrian Swinscoe has been growing and helping develop customer-focused large and small businesses for over 25 years. He is a CX thought leader, Forbes contributor, speaker, and best-selling author of Punk CX and Punk XL.

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.

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