Sweets of CX

Kaye Chapman from Comm100 gives us an overview of utilizing chat. We see first hand how chat can make a huge impact to businesses. We finally hear Kaye tell us a great experience with a Comm100 customer through chat. Why should people use chat? How do businesses structure a team to handle chat support? What are some unique ways people can use chat/bots in their journey? What is the best way to get started if you aren’t using chat? What are the most common mistakes people run into with chat? CloudCherry is a Customer Experience Management software. We try to make CX fun through equal parts of love and science. Come see us today www.cloudcherry.com.

Lynn Hunsaker from clear action exchange brings a unique perspective on how to do things differently in CX to move the needle. She talks about her experience with Ritz Carlton and them providing a limo when she needed a lift. What are the priority 1 and 2 that everyone should start with? What do you think are some of the biggest areas people struggle with to create a customer experience strategy? What are some unique approaches that change the CX game that you've seen? CloudCherry is a Customer Experience Management software. We try to make CX fun through equal parts of love and science. Come see us today www.cloudcherry.com.

James Dodkins gives his candid take on how we can often relate the storytelling of CX and relate it to terms and things people can understand. We cover his "Sweets" story with Amazon. The transition from Rockstar to CX consultant What are some main things that drove your passion for CX? How do people on the front lines relate CX to their own passions? How can finding something relatable to CX be helpful to do it right? James relates org alignment to a rubix cube analogy and a soccer team CloudCherry is a Customer Experience Management software. We try to make CX fun through equal parts of love and science. Come see us today www.cloudcherry.com.

Becky talks about the importance of aligning marketing and the contact center to work together. She compares the customer experience to her analogy of the spider web and interlocking initiatives that take place. She finishes the episode by telling us about a unique experience with American Express and some fraudulent charges. What does it mean to humanize things and especially marketing? Who ultimately creates the brand voice and how/which teams carry it out? How do we identify the moments in marketing or with a brand that matters most? How does CX or the contact center team fulfill the brand voice? CloudCherry is a Customer Experience Management software. We try to make CX fun through equal parts of love and science. Come see us today www.cloudcherry.com.

Jeannie gives us great use cases on why focusing on retention should matter, why brands should focus on creating fans that turn into revenue streams. We talk about journeys and giving value to get value. She finishes the episode by talking about a company that specializes in sports apparel and how they create fans of their customers. Where do we start to prevent retention? What unique ways have you seen companies handle bad experiences to prevent churn? What are the top 2 areas that people run into? Is there a formula that creates retention, how can businesses avoid it?

Annette talks through employee experience and how it has a direct tie-in to customer experience Where do people start with employee experience and how do you define it? How are employers hurting themselves before employment with potential employees? What's the "soft stuff" and "hard stuff" How can technology hinder the employee experience She then tells us about her great experience with Amazon and the convenience of how it's helped her save time. The fun part about us calling the podcast the "Sweets of CX" CloudCherry is a Customer Experience Management software. We try to make CX fun through equal parts of love and science. Come see us today www.cloudcherry.com.

Eric Ullman from CX Alchemy gives a unique take on who owns the brand voice and how the CX team at an organization often has to fulfill that brand. Eric also gives a fantastic experience he had with Porsche. Who in an organization owns the brand voice? How does a brand keep its promise and how does a brand define a promise with its audience? How does that promise feed into CX? How does CX keep that promise? CloudCherry is a Customer Experience Management software. We try to make CX fun through equal parts of love and science. Come see us today www.cloudcherry.com.

Matt Dixon from Tethr joins us to talk about how technology has helped create customer experience at different levels, how its changing our world and interactions. What's the effortless experience and the research behind it? How has technology changed the way we do customer service? What are some up and coming technologies that will impact customer service? Matt finishes by telling us the story of Verizon Wireless helping him solve a home network problem. CloudCherry is a Customer Experience Management software. We try to make CX fun through equal parts of love and science. Come see us today www.cloudcherry.com.

Jeff gives us not only his framework to building a good CX vision but he tells us where to find a real template. Jeff gives us the challenges people face when doing this type of initiative. He finishes by telling us about why he is a fan of REI What exactly is CX vision? How can business define the who (customers), what (what you do for them), and how (how do we want them to feel) of the CX vision? What defines a great vision? Where can people find something to help them build this? (tell them to go to the link you provided me below, and we can include that in the blog write up we do). What gaps to people face when creating a good CX vision? CloudCherry is a Customer Experience Management software. We try to make CX fun through equal parts of love and science. Come see us today www.cloudcherry.com.

Shep talks about his book the convenience revolution and the amazing brands out there that are doing it right. We talk about Org alignment, deeper Journey Mapping, and brands that get it right. Brands such as Uber, Amazon, Grocery Stores, and more. He tells his amazing story of a cab driver that turned CX into a revenue generator with a simple gesture. Key Questions: Tell us what the convenience revolution is and why it should matter to us? You give examples in the book about Amazon and how they have created this convenience revolution. What are some other brands that you think do it right? How do businesses learn to adapt to change with the expectations of consumers rising? What's the one piece of tangible advice you'd give to leaders trying to build a CX strategy?   CloudCherry is a Customer Experience Management software. We try to make CX fun through equal parts love and science. Come see us today www.cloudcherry.com.