In The Know - A Dispatch Podcast

Today, we're sitting down with Justine Jordan (VP of Marketing) and Taylor Davis (Customer Support Manager) to learn how Litmus - the leading email testing platform - is connecting customer experience to their overall business strategy.

In 2015 Justine was named "Email Marketing Thought Leader of the Year" by Direct Marketing Association and is argued as one of the leading experts in the field of email marketing. Taylor is the resident customer support guru who is creating impactful mindsets for how teams and organizations should approach, measure, and refine customer support.

In today’s discussion we talk about:

- Strategies that Litmus uses to get closer to their customers?.

- Impactful customer experience lessons learned from other companies.

- Resources used to help improve customer experience.

- Common customer experience mindsets that are better suited as myths.

- The aspect of running a business that is closely tied to customer experience.

Today, we're learning how Renee Cacchillo, the SVP of Customer, Brand, and Technology at Safelite Group thinks about and approaches customer experience.

With more than 15 years of experience, Cacchillo’s background includes delivering results in fast-paced, consumer-focused businesses such as Bob Evans and Mimi’s Café Restaurants, Bath & Body Works/Limited Brands, Hallmark and Dillard’s Department Stores.

In today’s discussion we talk about:

- How to make unmemorable experiences memorable.

- How to measure customer experience with a W2 workforce.

- How data is used to refine customer experience.

- How Safelite AutoGlass always makes decisions with the customer in mind.

Today, we're learning how Renee Cacchillo, the SVP of Customer, Brand, and Technology at Safelite Group thinks about and approaches customer experience.

With more than 15 years of experience, Cacchillo’s background includes delivering results in fast-paced, consumer-focused businesses such as Bob Evans and Mimi’s Café Restaurants, Bath & Body Works/Limited Brands, Hallmark and Dillard’s Department Stores.

In today’s discussion we talk about:

- How to make unmemorable experiences memorable.

- How to measure customer experience with a W2 workforce.

- How data is used to refine customer experience.

- How Safelite AutoGlass always makes decisions with the customer in mind.

Today, we're learning how Jamie Smith, the Senior Vice President and CIO at ServiceMaster, a Fortune 1000 company, thinks about and approaches customer experience.

Jamie was named the senior vice president and Chief Information Officer in 2015. As CIO, Smith is driving ServiceMaster's IT strategy, services and operations, and aggressively delivering innovative and transformational solutions to enhance the experience for customers, employees and franchise owners.

Prior to joining ServiceMaster in 2014, Smith served as director of infrastructure and sales finance for Nissan North America, leading all infrastructure delivery for Nissan's Americas Region, and IT applications services for Nissan Motor Acceptance Corporation and Infiniti Financial Services. Before Nissan, he worked for IBM and PricewaterhouseCoopers as a consultant.

ServiceMaster is a Fortune 1000 company that provides residential and commercial services. Brands operated by ServiceMaster include:

- Terminix

- American Home Shield

- ServiceMaster Clean

- ServiceMaster Restore

- Merry Maids

- AmeriSpec

- Furniture Medic

In today’s discussion we’ll cover a handful to fascinating topics:

- How ServiceMaster measures customer feedback.

- How they make behavior systematic

- How they involve technology in creating memorable customer experiences

Today, we're learning how Jamie Smith, the Senior Vice President and CIO at ServiceMaster, a Fortune 1000 company, thinks about and approaches customer experience.

Jamie was named the senior vice president and Chief Information Officer in 2015. As CIO, Smith is driving ServiceMaster's IT strategy, services and operations, and aggressively delivering innovative and transformational solutions to enhance the experience for customers, employees and franchise owners.

Prior to joining ServiceMaster in 2014, Smith served as director of infrastructure and sales finance for Nissan North America, leading all infrastructure delivery for Nissan's Americas Region, and IT applications services for Nissan Motor Acceptance Corporation and Infiniti Financial Services. Before Nissan, he worked for IBM and PricewaterhouseCoopers as a consultant.

ServiceMaster is a Fortune 1000 company that provides residential and commercial services. Brands operated by ServiceMaster include:

- Terminix

- American Home Shield

- ServiceMaster Clean

- ServiceMaster Restore

- Merry Maids

- AmeriSpec

- Furniture Medic

In today’s discussion we’ll cover a handful to fascinating topics:

- How ServiceMaster measures customer feedback.

- How they make behavior systematic

- How they involve technology in creating memorable customer experiences

Company culture plays a large role in delivering memorable customer experiences. If everyone is bought into the mission, you'll have an easier time creating surprise and delight moments. Plus, it will be easier to stay close to the customer's needs and wants.

In this episode, we're interviewing Nick Francis, the CEO of Help Scout, a help desk software with over 8,000 customers across 140 countries.

We’re learning why Help Scout decided to have a remote culture and how that improve their customer experience, how that increased their customer retention, and what metrics were affected by this decision.

Additional topics include:

- What the connection is between remote workers, culture, and customer experience?

- What are common customer experience mindsets that are better suited as myths?

- Specific roadblocks that companies face when trying to achieve excellent customer experience?

Company culture plays a large role in delivering memorable customer experiences. If everyone is bought into the mission, you'll have an easier time creating surprise and delight moments. Plus, it will be easier to stay close to the customer's needs and wants.

In this episode, we're interviewing Nick Francis, the CEO of Help Scout, a help desk software with over 8,000 customers across 140 countries.

We’re learning why Help Scout decided to have a remote culture and how that improve their customer experience, how that increased their customer retention, and what metrics were affected by this decision.

Additional topics include:

- What the connection is between remote workers, culture, and customer experience?

- What are common customer experience mindsets that are better suited as myths?

- Specific roadblocks that companies face when trying to achieve excellent customer experience?

Enterprises should be fully aware of the experience gap. The experience gap is the misalignment between how businesses view their own customer experiences, and how their own customers actually view it.

In this episode, we're interviewing Luke Williams, the head of Customer experience at Qualtrics, the powerful software that makes sophisticated research simple by empowering users to capture customer, product, brand & employee experience insights right in one place. Qualtrics is the world’s leading enterprise survey technology provider, serving over 8,500 enterprises worldwide, including 60% of the Fortune 100, and 99 of the top 100 business schools.

Luke is an impressive guy. He authored a NYT best seller: The Wallet Allocation Rule: Winning the Battle for Share, and is known as a top 20 researcher by Survey magazine. In addition to the New York Times, he is a USA today best-selling author and is considered a top 10 author in leadership and management. Much of Luke’s research focuses on client satisfaction, client loyalty, ROI, strategy, and analytics.

In this discussion, we cover a handful to fascinating topics:

- Why Ikea wins with their customer experience.

- How enterprises can close the experience gap.

- What enterprises is the poster child of customer experience?

- How can companies cross the chasm from bad to decent to good to great customer experience?

Enterprises should be fully aware of the experience gap. The experience gap is the misalignment between how businesses view their own customer experiences, and how their own customers actually view it.

In this episode, we're interviewing Luke Williams, the head of Customer experience at Qualtrics, the powerful software that makes sophisticated research simple by empowering users to capture customer, product, brand & employee experience insights right in one place. Qualtrics is the world’s leading enterprise survey technology provider, serving over 8,500 enterprises worldwide, including 60% of the Fortune 100, and 99 of the top 100 business schools.

Luke is an impressive guy. He authored a NYT best seller: The Wallet Allocation Rule: Winning the Battle for Share, and is known as a top 20 researcher by Survey magazine. In addition to the New York Times, he is a USA today best-selling author and is considered a top 10 author in leadership and management. Much of Luke’s research focuses on client satisfaction, client loyalty, ROI, strategy, and analytics.

In this discussion, we cover a handful to fascinating topics:

- Why Ikea wins with their customer experience.

- How enterprises can close the experience gap.

- What enterprises is the poster child of customer experience?

- How can companies cross the chasm from bad to decent to good to great customer experience?

Where is the future of mobile going? Why do customers want to self-serve themselves?

In this episode, we're interviewing Courtney Austermehle (https://www.linkedin.com/in/courtney-austermehle-590b388/), Vice President of Industry Marketing at Modo Labs (https://www.modolabs.com/) - the platform that empowers anyone to create workplace, university or hospital mobile apps, with no technical skills required.

In today's episode, we'll discuss:

1. The future of mobile and what it means for customers and businesses.

2. Why customers want to increasingly self-serve themselves.

3. How companies can empower their customers to use their product in the right way.

4. How Modo Labs is working with General Electric and how customer experience made that deal go though.

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