Science of CX

Mark Noon is the founder of Leadership10 an organization that seeks to create leaders who boldly impact their organizations, communities, and families. 

They create a positive, challenging environment (of learning) marked by the introduction of knowledge, encouragement of understanding, and cultivation of skills & passion for future leaders. 

Key Takeaways. 

• Leadership preparation and how individuals can step into the roles of leadership. 
• How to engage your team in order to maximize their effectiveness and overall productivity.  
• How to keep our customers motivated and inspired to work with us. 
• The four elements of C4. Communication, Concern, Coordination and Confidence.
• Learning from your competitors. What are they doing and how can you better it?

Connect with Mark

Website - https://leadershipten.org/ 

LinkedIn - https://www.linkedin.com/in/mark-noon-90865836/ 

Linda is a speaker, author, and coach who focuses on authenticity as a way to help small business owners take their next best step. 

Some of the projects and organizations she’s worked with include Kimpton hotels & restaurants, Jamba Juice, and Disney.  

Key Takeaways

• The key qualities to be authentic in a business; Transparency,  honesty, originality, and being real.
• How authenticity reflects in business “Your Brand is your outward-facing personality”
• Building Credibility in business to attract more clients and do well in the market.
• How to survive copying competitors - What matters is the whole experience the customer has in your company.
• Hiring people that will carry the same Authentic Torch; Drafting job descriptions that describe the cultural vibe of your company. 
• Why authenticity matters to customers - They get to see what the company is all about, which simplifies their choice making.
• Key points to help companies train their employees to be more authentic

Connect with Linda. 

Website - https://lindabasso.com/  

Facebook - https://www.facebook.com/LindaBassoCoaching  

Instagram - https://www.instagram.com/lindabassocoaching/  

LinkedIn - https://www.linkedin.com/in/lindabasso/ 

Vance Morris is a former Leader at Walt Disney World. He now shows companies how to increase profits, client retention, and employee engagement by adapting the strategies he learned in over a decade at Walt Disney World.

Main topics addressed in our interview today. 

• Theming. The magic that goes into designing a destination as magical as Disney World. 
• Plusing - Constant process improvement.
• Systematic magic. Seven magic keys to disnify your business - Looking at Disney's strategies and how you too, can employ the same strategy to grow your business or brand. Some of the tips Vance explains include; Focusing on the details, Service Standards, Safety, Courtesy, and Efficiency. 
• Learning how to manage your onstage, and offstage business operations. 
• Why businesses need a Customer experience level agreement. 
• Simplifying the mission of your business for easier employee engagement. 
• Marketing yourself with an intention of evoking emotions. 

Connect with Vance. 

Website - https://www.deliverservicenow.com/ 

Podcast - https://podcasts.apple.com/gb/podcast/systematic-magic-with-vance-morris/id1497798575

Joining me on the show for the second time now is Jim Tincher.

Jim is a nationally recognized customer experience expert, journey mapper, trainer, speaker, and author. 

He sees the world through the eyes of customers, and draws on years of experience, cutting-edge scientific research, and real-world success stories to help audiences understand how to win over customers. 

To listen to our previous interview, feel free to listen to episode 31; Determining the Killer Metrics for Your CX Initiative with Jim Tincher 

Below are some of the main topics Jim and I discuss on today’s episode. 

• Changemakers. Who they are and why they tend to focus on value.
• The North Star Emotion. Designing products and services so that they bring out one emotion instead of multiple emotions. 
• Deliberate change management. How to get everyone on the same page in an organizational setting.   
• Leveraging data and technology. 
• Predictive Value Chains. -  Promoter Scores and how it improves retention. 
• The link between promoter scores and emotions; Why and how emotions predict future Promoter Scores. 
• How to design an experience for the right emotion. 
• Using your North star emotion to gain competitive advantage in business. 

Connect with Jim

Website - https://heartofthecustomer.com/ 

LinkedIn - https://www.linkedin.com/in/jimtincher/  

Email - Jim@heartofthecustomer.com/ 

Dom Einhorn is the Founder and CEO of Uniqorn. A rural based incubator based in southwestern France

In 2018, Dom who had previously been working and residing in the USA, moved to France and settled there with a single focus: to build the world’s largest rural incubator-accelerator. Uniqorn. 

As an investor, Dom has provided seed funding to over 20 technology startups. He regularly scours the world for the next breakout startups in the field of; fintech, digital media, augmented reality, artificial intelligence, edtech, health tech and food tech.

Main points from today’s interview. 

• Dom’s main motivation behind starting Uniqorn.
• The current digital era; Why everyone should be able to work from anywhere in the world, regardless of their profession or lifestyle. 
• Adapting to the effects of Covid. How we’ve managed to change our behaviours in order to comply with the current socio-economic climate. 
• The massive amount of time that’s saved in our daily routine when we switch to digital. 
• NFTs and reminiscing the early days of ebay.
• How Technology is merging fiction and reality and in doing so opening up the gateway to endless possibilities in business. 
• The process that goes into making the decision whether or not to invest in a startup. 

Connect with Dom

Website - https://uniqornincubator.com/ 

Instagram - https://www.instagram.com/domeinhorn/?hl=en 

LinkedIn - https://www.linkedin.com/in/uniqorn/ 

Facebook - https://www.facebook.com/dom.einhorn 

The Startup Supercup - https://startupsupercup.com/

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Elizabeth Power is a sought-after speaker, teacher, and consultant. She’s the founder and CEO of EPower & Associates and is also an expert in trauma and mental care. 

Elizabeth is passionate and skilled in helping people in the areas of change, resilience, selfcare and alignment. 

In the episode today, Elizabeth and I cover;

• Trauma informed care and its role in customer support. 
• Why we should learn to be kinder to ourselves.
• The role of human connection in customer experience. 
• Empathy; How customer care agents can learn and grow from putting themselves in the shoes of a customer when there's a complaint or call in. 
• The instant gratification culture that has come to be considered as the norm.
• Customer's emotional mindset. 
• Levels of relationship. 
• Using memory and experience to anchor a more positive attitude within ourselves. 
• Emotional intelligence as a means of helping customer call center agents deal with grief and (or) anger. 

Connect with Elizabeth

Website - https://www.elizabethpower.com/ 

Instagram https://www.instagram.com/epower953/ - 

LinkedIn - https://www.linkedin.com/in/elizabethpower/ 

Facebook - https://www.facebook.com/ElizabethPoweronChange/

E.A. Csolkovits is an entrepreneur, business consultant, writer, and Founder of Givers University (A community of like-minded Givers who want to help others discover the Givers mindset and transform their lives). 

E.A got into business at an early age of 16 at a commission sales job. At the age of 19, E. A. met Sam Robbins, a millionaire who mentored and guided him to become the success he is today.  

Join E.A and I today, as we discuss; 

• E.A’s Give To Be Great Book Series, which consists of 3 books. 
• The difference between givers and takers. Learning how to discern them by deeds, and not individual personality. 
• The 3Ds of takers; Defitism, Disruption, and Destruction.
• Building our relationships and community based on the kind of people we’d love to be around us, i.e Givers. 
• DATA Reset. How a giver can overcome the temporary setback of becoming a taker. 
• Getting over the fear of people taking advantage of you as a giver. 

Connect with E.A

Website - http://www.giversuniversity.com/ 

Your Givers & Takers Awareness Quiz - https://giversuniversity.info/

Jane is the Senior Director of Product at Intercom. She’s also worked as the Chief Product Officer at Canon and Product Director for Moonpig.com.

Her main Roles revolve around;  Product leadership, team leadership, innovation & culture change, and relentless customer focus: 

In our interview today, some of the topics we discuss include;

• Conversational engagement and support
• What you as a business leader can expect by implementing conversational cx
• Providing personalized high quality customer support to build ongoing customer loyalty
• The type of businesses that are best suited for Conversational Technology as a strategy. 
• Leveraging consumer trends data to keep up with Conversational strategies. 
• Relationships with your customers through personalized messenger based experiences. 
• Scaling your business without necessarily having to scale your support team. 
• The future of conversational relationships. 

Connect with Jane

Linkedin - https://www.linkedin.com/in/janehoney/?originalSubdomain=uk 

Website - https://www.intercom.com/blog/

Stacy Sherman is the head of CX and employee engagement for Schindler, she’s also the CEO and founder of Doing CX Right, where she helps business leaders elevate customer experiences as well as employee satisfaction in order to gain brand loyalty. 

In today’s episode, Stacy and I talk about:

• The multiple sources of getting feedback, and how to take action from the feedback. 
• The Humanization of Business. 
• CX Education at the University level. 
• How important the employee experience is in driving a customer centric culture.   
• The tools to use in your business
• Recognizing employees that do an amazing job
• Why leaving feedback and reviews is important.
• Using different points in the customer journey to improve  customer experience

Connect with Stacy

LinkedIn - https://www.linkedin.com/in/stacysherman/ 

Website - https://doingcxright.com/ 

Twitter - https://twitter.com/stacysherman 

YouTube - https://www.youtube.com/channel/UCQu4U9uRSUhPoQE-jTBYQ2A?reload=9 

Jake McKee is one of the founders of the modern customer community movement. 

A fully accomplished community professional, Jake focuses on designing and executing online community and social engagement programs in corporate and entrepreneurial environments. 

Join us today as we discuss: 

• How a community can be run by either companies or external fans. 
• Aligning community goals with business objectives. 
• How a community blends in a company with customers, in order to make them feel as part of something greater. 
• Passion. Why you should build communities on your journey towards success. 
• The generational change in expectations of the customer over time 
• It’s more than just the numbers. How to build your life and business philosophy based on connection and intuition. 
• The role of a community in a business environment. 

Connect with Jake

Linkedin - https://www.linkedin.com/in/jakemckee/ 

Twitter - https://twitter.com/jakemckee?lang=en 

Website - https://community5.com/