"Don't look at yourself, look at your customer. Be sure you have your customer in mind when you create something. Be sure it's customer-focused, not self-focused," says Horst Schulze, who is the Founder, Chairman & CEO of the Capella Hotel Group, and Co-founder & Former COO of The Ritz-Carlton Hotel Co. Horst definitely knows a thing or two about creating excellent customer service and has some great insights to share with us—many more of which can be found in his latest book, Excellence Wins. Horst shares the wisdom that transcends hotel management and can be employed by CX practitioners in any establishment where customers are being served.

3 Keys to Creating Excellence in Your Customer and Employee Experience with Horst Schulze

Join us to learn the leadership practices from C-Level Customer Experience executives at Airbnb, Walgreens, Audi, Premera, The Smithsonian Institute, Barney’s New York, and Adobe among others. They will fearlessly share with you what works...and what doesn’t work as we debunk this role, why it’s not about  ”Kumbaya", but rather how the Chief Customer Officer is acting as the human duct tape of the organization - uniting companies to earn the right to customer-driven growth.

Hosted by Jeanne Bliss, five time Chief Customer Officer and author of "Would You Do That To Your Mother?" and “Chief Customer Officer 2.0." Jeanne is joined by CCOs around the world as they share how they gain traction in transforming their business, leaders and operations.

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Management

Today’s compilation features excerpts from two interviews: Christopher McShane, SVP of customer experience at Serta Simmons Bedding, and Jon Picoult, founder of Watermark Consulting. Both my guests speak on the importance of establishing an internal system to improve employee and customer experience. These are two great conversations which dig deeply into the processes and cultural considerations needed to truly change your organization's approach to driving experiences worth having. Enjoy!

Prioritize Customer Dignity, Listen to First-hand Accounts, and Turn One-time Customers into Loyal Regulars

I had the pleasure of speaking with neuroscientist, professor, speaker, author, and cofounder of Immersion Neuroscience, Dr. Paul Zak.  Give this episode a listen for invaluable wisdom on deepening your customer connections, generating long-term customer value, optimizing employee performance through immersive training, and much, much more.

How to Measure the Extraordinary in an Experience-driven Economy

As we head into the new year, I ask that you revisit this podcast episode, where you’ll find many more valuable gems from my friend, Curtis Kopf. Your business—and your customers—will thank you. In my conversation with Curtis Kopf, the Chief Experience Officer at REI, we discuss thought processes and strategies that go into navigating successful CX transformations. Curtis is a seasoned leader and CX practitioner who’s worked across a few different industries during his career. He has spent time at Amazon in the early 2000s, Microsoft, Alaska Airlines, and Premera Blue Cross. Curtis definitely knows a thing or two about how to develop a customer-first strategy.

Customer-centric Companies Are Employee-centric

As you’re developing what you develop your products, your services, know that—in your communication, you have a wonderful opportunity to rise above—to show who you are as people in how you communicate shared memories.

What I Know: Shared Memories Build Bonds

In this conversation with Matt Baer—Chief Digital and Customer Officer at the longstanding, iconic retailer Macy’s—shares key insights on the importance of getting the fundamental customer experience right before anything else.

3 Keys to Creating Excellence in Your Customer and Employee Experience with Horst Schulze

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