Internal insights and customer feedback are essential to building an effective customer-focused leadership strategy. But it requires continually listening to customers, measuring what matters, and ensuring data is passed to the right teams to make changes and improvements.  

 

Diana Brown, SVP of Sales Operations and Customer Experience at XPO, involves leaders with the data through feedback loops. Leaders know the importance of data and see it first-hand by talking to employees about what is and isn’t working and the tools they need to deliver a great customer experience. 

 

This episode is sponsored by Thinkific.

Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.