The guest on today's Fireside Chats Without The Fires podcast is the amazing Sandra Thompson. Sandra is PASSIONATE (yes, in capital letter) about how improving emotional intelligence has a huge impact on CX. Sandra shares the 12 elements that make up EI, her experiences of great CX as a result of better EI (Four Season Hotel), and how EI can move agents away from reacting and to responding.

Sandra also shares how, in this day and age, everyone needs a Steve, even if it does involve a 3-hour round trip and how the sheer brilliance of Matt Watkinson, author of The Grid,  has encouraged her to increase her knowledge and not to simply accept the status quo.

And please don't forget to vote for Sandra! https://cxm.co.uk/cxm-vote-poll/cx-stars-2021-influencers/?fbclid=IwAR3H7xb0xLRVBmGAg0e55zCsP__YmzIt-9NiVrjaYEc9ta-G-gI2bnjIzIU

Check out Sandra's Deck: https://exceedallexpectations.box.com/s/und6npve072bhyn0wz3z8qzvoab5nqq3 

Sandra's CX Myth:

Sandra's CX Quote:

For the first Fireside Chats podcast of 2021, Neal and Paul are joined by esteemed author and CX thought leader, Jeofery Bean.

A passionate and insightful CX warrior, Jeof shares his definition of customer experience intelligence and the role that plays in today's world. He also talks about CX4 (or it is 5) of interactions and, this is a goodie, The Out Of The Box customer experience.

Charming, knowledgeable, and authentic, Jeof encapsulates exactly what it means to be a CX Champion in this day and age. His drive for advocacy over satisfaction is one that is likely to be the new phrase for CX in 2021. As Jeof says #adovacyiseverything."

Jeof's Books:

1. Book 1: The Customer Experience Revolution (2012)

Jeof's CX Myths:

“That customer satisfaction is the goal.”

Jeof's CX Quotes:

“Measure what matters to customers”  Dr. Joely Gardner, CEO, Human Factors Research

“Whether it was positioning in the marketing message, or customer service and support, or upgrades and repairs, Steve Jobs usually said, ‘delay the product so you can fix it.’” Larry Tesler, --former Vice President and Chief Scientist, Apple Computer

Jeof's CX Heroes: 

• Larry Tesler