Listen in on my conversation with Sarah Toms - cofounder of Wharton Interactive- as we discuss the most common mistakes businesses make when they try to shift to a customer-centric strategy and how to avoid them.

Most companies are good at collecting and gathering data from their customers and internally through their processes. But most companies don't use it to make improvements and are missing out. This episode shares how to use data to improve customer engagement and retention.

This episode takes you through the steps needed to understand what must happen to keep your customers loyal and what must not happen to reduce employee churn.

Customer obsession and customer centricity always go back to the foundation of human connection. This episode shares how to connect with your customers in one of the ways they value most.

Despite the best of intentions, the customer is typically the one thing NOT considered at the center of most business and operational decisions. This episode explains how this happens and gives strategies designed to deliver exactly what your customers are craving and willing to pay you more for.

Listen in this week as I have a conversation with Customer Service expert Jeff Toister. He shares his 3 fundamentals in establishing a culture geared toward a customer focus.

Do you know how many customers you lost this year? Do you know why they left? How much money has it cost your company? These questions and strategies to win back lost customers and prevent customer churn BEFORE it happens are shared.

Self help services are on the rise and more customers are using them than ever before. But when they need to call in for support or help, they are often frustrated and unleash their wrath on your CSRs. This episode shares how to support your CSR team to better help your customers, your company, and themselves.

Sharing CX progress is one thing... Sharing CX through the words and images of your customers is even better. This episode details how leadership and staff become more engaged through the words and voices of your customers.

Shep Hyken shares his insights on the six ways that companies can stand out from everyone else. He also explains why most companies aren't seeing the results they hoped for and how to fix it.