The Trusted Guide Podcast with Mark Slatin

Carla Higgins has made a career in the banking industry and held many positions. She knows banking from the inside out.

Today we talk about the evolution of banking and how Covid accelerated the rollout of ITM's and how they may be a cost effective alternative to the traditional brick and mortar model.

She breaks down the Interactive Teller Machines:

• What problem do they solve?
• How can they improve the customer experience?
• How can they reduce operating costs?
• What resistance did she experience?
• And the question burning in everyone's mind - is there actually a bank branch in Punxsutawney, PA or is that just a rumor some groundhog made up?

Meet Carla 

Ms. Higgins joined ERIE BANK as a Community Office Assistant Manager in July 2006 and has since held positions as Community Office Manager, AVP/Regional Administrator and AVP/Commercial Lender prior to accepting the newly created position of CNB AVP/Quality Assurance Manager, for all divisions of CNB Bank, in September 2017. She was promoted to VP/CX-Quality Assurance Manager in June 2018, and SVP/Multi-Experience in October of 2021.  As SVP/Multi-Experience, Ms. Higgins oversees bank-wide strategic initiatives based on client and employee experiences. In addition, her early Client Experience accomplishments include the establishment of Multi-Experience Customer Service Center and service metrics, implementation of call recording, bank-wide phone conversion, live chat enhancements, ITM (Interactive Teller Machine) integration, implementation, deployment and adoption strategies, and ongoing ITM initiatives. Raised in Erie, PA, Ms. Higgins is a graduate of Mercyhurst Preparatory School, earned her B.S. in Business Administration with a focus in Marketing from Edinboro University, and her M.B.A from Gannon University. She is also a 2017 graduate of CNB Financial Corporation's Leadership Institute. She volunteers her time serving the Erie community on the Board of Directors as Chair for VisitErie, Board of Trustees Secretary for Mercyhurst Preparatory School, and a School of Business Advisor for Edinboro University. Connect on LinkedIn: https://www.linkedin.com/in/carla-higgins-301261195/

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Today I talked to Bruce Temkin, speaker, thought leader, and a customer experience legend.

Bruce co-founded the Customer Experience Professionals Association in 2011 and currently serves as the Head of the XM Institute.

Bruce shared his thoughts on some important topics that can help empower your customer experience efforts:

• Bruce's transition from submarine engineer to CRM researcher at Forrester and the early days of the customer experience movement.
• A true story of Bruce enlightening two Australian retail executives on why CX is a must despite their current success.
• The ROI of CX explained philosophically and pragrmatically-
• Common pitfalls of CX leaders
• Demystifying this relatively new term: Human Experience

Meet Bruce

Bruce Temkin is an Experience Management (XM) visionary and is often referred to as the "Godfather of Customer Experience." He leads the Qualtrics XM Institute, which provides thought leadership and training to help organizations around the world master XM and is also building a global community of XM professionals who are radically changing the human experience. Prior to Qualtrics, Bruce led Temkin Group, which provided research, advisory, and training that helped many of the world's leading brands build customer loyalty by engaging the hearts and minds of their customers, employees, and partners. He is also the co-founder and Chairman Emeritus of the Customer Experience Professionals Association. Prior to Temkin Group, Bruce spent 12 years with Forrester Research during which time he led the company's B2B, financial services, eBusiness, and customer experience practices and was the most-read analyst for 13 consecutive quarters. Bruce has a mechanical engineering degree from Union College and a master's in management from the MIT Sloan School of Management.

Qualtics XM Institute

https://www.xminstitute.com/team/bruce-temkin/

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Risa Lovell, Director of Property and Casualty Customer Service at Farm Bureau Insurance joins us from the MSU Hotel and Conference Center at the first in-person episode of The Delighted Customers Podcast. 

Risa shares some helpful insights:

• How Farm Bureau Insurance lives their mission to give back to the community
• How she broke down silos and looked through the customers lens to improve CX in the contact center
• Why she chose to pursue her Masters of Science in Customer Experience Management at MSU

Risa Lovell

Risa Lovell is a servant leader driven by her passion for the employee and customer experience. She is currently the Director of Property and Casualty

Customer Service for Farm Bureau Insurance of Michigan. She is a graduate student in the inaugural Customer Experience Management Master's Degree

program at Michigan State University. Her goal is to create a frictionless and sincere customer experience while adding value and purpose for the employee.

In her personal time Risa enjoys camping with her family, cooking, baking, playing guitar and watersports.

You can reach her on LinkedIn:

https://www.linkedin.com/in/risa-lovell-1962b350/

Thanks for listening to the Delighted Customers Podcast

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This episode is part 2 of a 2 part series featuring a very special guest, Professor of Marketing from the Wharton School of Business, Dr. Peter Fader. We will talk about how his new book may revolutionize the way Wall Street looks at what a company is actually worth based not on traditional financial metrics alone but the overall health of it's customers. At some companies, it's already starting to happen. 

He challenges leaders who spend countless hours looking at traditional financial statements without understanding the health of their customer base. In this episode we will break down The Customer Base audit with real world examples from his book and from my experience as a CX practitioner and other practical applications. I hope you will keep an open mind as we dive into some groundbreaking concepts that could change the way organizations think about their business.

Meet Peter Peter Fader is the Frances and Pei-Yuan Chia Professor of Marketing at The Wharton School of the University of Pennsylvania. His expertise centers around the analysis of behavioral data to understand and forecast customer shopping/purchasing activities. He works with firms from a wide range of industries, such as telecommunications, financial services, gaming/entertainment, retailing, and pharmaceuticals. Managerial applications focus on topics such as customer relationship management, lifetime value of the customer, and sales forecasting for new products. 

Much of his research highlights the consistent (but often surprising) behavioral patterns that exist across these industries and other seemingly different domains. In addition to his various roles and responsibilities at Wharton, Professor Fader co-founded a predictive analytics firm (Zodiac) in 2015, which was sold to Nike in 2018. He then co-founded (and continues to run) Theta to commercialize his more recent work on "customer-based corporate valuation." Fader is the author of "Customer Centricity: Focus on the Right Customers for Strategic Advantage" (2020) and co-authored "The Customer Centricity Playbook" with Sarah Toms (2018). A third book, "The Customer-Base Audit," will be published in Fall 2022. He has won many awards for his research and teaching accomplishments. Among these achievements, he was named by Advertising Age as one of its inaugural "25 Marketing Technology Trailblazers" in 2017, and was the only academic on the list. The Customer-Base Audit

The First Step on the Journey to Customer Centricity

Peter Fader, Bruce Hardie, and Michael Ross As a leader in your organization, you will be very familiar with your organization's key financial statements and monthly management reports. You may have spent countless hours discussing budgets and expenditures. But how much time have you spent reflecting on the fact that these revenues are generated by actual customers—the people who pull out their wallets and pay for your products and services? In The Customer-Base Audit: The First Step on the Journey to Customer Centricity, experts Peter Fader, Bruce Hardie, and Michael Ross start you on the path toward really getting to understand your customers' buying behavior as well as the health of your overall customer base.

To order the book: https://www.amazon.com/Customer-Base-Audit-Journey-Customer-Centricity/dp/1613631618

Contact me if: - You have feedback you'd like to share about the podcast - You would like to be a guest on the show - You would like to book me on your show Email me at [email protected]

Subscribe to The Delighted Customer Podcast so you don't miss an episode: https://www.empoweredcx.com/podcast

Subscribe to The Delighted Customer Newsletter for practical tips and insights: https://www.empoweredcx.com/delightedcustomersnewsletter

This episode is part 1 of a 2 part series featuring a very special guest, Professor of Marketing from the Wharton School of Business, at the University of Pennsylvania, Dr. Peter Fader. We will talk about how his new book may revolutionize the way Wall Street looks at what a company is actually worth based not on traditional financial metrics alone but the overall health of it's customers. At some companies, it's already starting to happen. 

He challenges leaders who spend countless hours looking at traditional financial statements without understanding the health of their customer base. 

In this episode we will break down The Customer Base audit with real world examples from his book and from my experience as a CX practitioner and other practical applications. I hope you will keep an open mind as we dive into some groundbreaking concepts that could change the way organizations think about their business.

Peter Fader's Bio

Peter Fader is the Frances and Pei-Yuan Chia Professor of Marketing at The Wharton School of the University of Pennsylvania. His expertise centers around the analysis of behavioral data to understand and forecast customer shopping/purchasing activities. He works with firms from a wide range of industries, such as telecommunications, financial services, gaming/entertainment, retailing, and pharmaceuticals. Managerial applications focus on topics such as customer relationship management, lifetime value of the customer, and sales forecasting for new products. 

Much of his research highlights the consistent (but often surprising) behavioral patterns that exist across these industries and other seemingly different domains.

In addition to his various roles and responsibilities at Wharton, Professor Fader co-founded a predictive analytics firm (Zodiac) in 2015, which was sold to Nike in 2018. He then co-founded (and continues to run) Theta to commercialize his more recent work on "customer-based corporate valuation."

Fader is the author of "Customer Centricity: Focus on the Right Customers for Strategic Advantage" (2020) and co-authored "The Customer Centricity Playbook" with Sarah Toms (2018). A third book, "The Customer-Base Audit," will be published in Fall 2022. 

He has won many awards for his research and teaching accomplishments. Among these achievements, he was named by Advertising Age as one of its inaugural "25 Marketing Technology Trailblazers" in 2017, and was the only academic on the list.

The Customer-Base Audit

The First Step on the Journey to Customer Centricity

Peter Fader, Bruce Hardie, and Michael Ross

As a leader in your organization, you will be very familiar with your organization's key financial statements and monthly management reports. You may have spent countless hours discussing budgets and expenditures. But how much time have you spent reflecting on the fact that these revenues are generated by actual customers—the people who pull out their wallets and pay for your products and services?

In The Customer-Base Audit: The First Step on the Journey to Customer Centricity, experts Peter Fader, Bruce Hardie, and Michael Ross start you on the path toward really getting to understand your customers' buying behavior as well as the health of your overall customer base.

To order the book:

https://www.amazon.com/Customer-Base-Audit-Journey-Customer-Centricity/dp/1613631618

Contact me if:

• You have feedback you'd like to share about the podcast
• You would like to be a guest on the show
• You would like to book me on your

Subscribe to The Delighted Customer Podcast so you don't miss an episode: https://www.empoweredcx.com/podcast

Subscribe to The Delighted Customer Newsletter for practical tips and insights: https://www.empoweredcx.com/delightedcustomersnewsletter

Delivering Happiness 2.0 - Behind the Scenes Look at Zappos with Head of Customer Research, Alex Genov

In 2009, Amazon bought a start up shoe company that broke the mold by selling entirely over the internet . 

It differentiated solely on customer service. The legendary stories of their obsession with #DeliveringHappiness (CEO Tony Hsieh's bestseller) shifted paradigms.

Amazon paid for $2.1billion for Zappos. 

Zappos is very much thriving today and poised for the next stage of its adventure.

Join us for a fascinating peek into the world of innovation and "meaningful culture" in this episode with speaker, author, PhD, and wicked smart...

Alex Genov, Head of Customer Experience Research, as he shares: - Reflections of working with the legendary CEO, the late Tony Hsieh .- Developing a culture of meaning. -Zappos' scrappy beginnings and how that translated to results down the road - The shift that's Zappos is undergoing right now from customer. service excellence to customer experience excellence - Zappos adaptive, which underscores Zappos is commitment to diversity and inclusion.  - His new book called, Forget the Customer, See the Person. 

All that and a sneak preview into a little standup comedy from Alex, which should be a lot of fun. : )

Meet Alex

Alex Genov, Head of Customer Experience Research, Zappos.com

Alex is an experienced customer research professional who applies his Experimental Social Psychology background and his passion for research, design, and innovation to solving important customer and business problems. His professional goal is to help teams create remarkable products and services which make people's lives easier and more enjoyable.

Currently Alex is leading Customer Research for the Zappos Family of Companies. In previous positions, he was responsible for research and usability of the products and services for companies like TurboTax (Intuit), State Farm Insurance, and the Active Network. Alex has a PhD in Experimental Social Psychology and over 25 years of relevant experience – 5 years of academic research and over 20 years of customer research in the software industry.   

Alex's areas of expertise include: defining and measuring emotions, the psychology of individual differences, usability, market research and consumer segmentation, customer experience research and strategy. 

Here's a link to his new book:

Forget the Customer, See the Person: A business guide to deeper customer empathy in uncertain times and beyond

https://www.amazon.com/Forget-Customer-See-Person-uncertain/dp/B0B14MBQRZ

Contact me if:

• You have feedback you'd like to share about the podcast
• You would like to be a guest on the show
• You would like to book me on your show

Email me at [email protected]

Subscribe to The Delighted Customer Podcast so you don't miss an episode: https://www.empoweredcx.com/podcast

Subscribe to The Delighted Customer Newsletter for practical tips and insights: https://www.empoweredcx.com/delightedcustomersnewsletter

In celebration of CX Week this episode features Nancy Porte, Chair, Board of Directors, CXPA. 

Nancy discusses 3 important topics:

1. Why gaining the support of executives is critical and how you might go about achieving that.

2. Why CX professionals and those considering the profession might want to join the Customer Experience Professionals Association. 

3. On a more personal note - Nancy shares her work in support of disadvantaged children and teens where she serves on the Board of the Children's Village. She also talks about how she applies customer experience principles to help operationalize CX. Meet Nancy Nancy is an Executive leader experienced in building corporate revenue through a loyal and reference-able customer base. Expert in developing Voice of the Customer programs, transforming organizations and increasing satisfaction and loyalty through differentiated customer experience. Experience in Board of Director membership and leadership including professional association and community organizations. Certified Customer Experience Professional (CCXP). Nancy is the immediate past-Chair of CXPA.

Contact me if:

• You have feedback you'd like to share about the podcast
• You would like to be a guest on the show
• You would like to book me on your show

Email me at [email protected]

Subscribe to The Delighted Customer Podcast so you don't miss an episode: https://www.empoweredcx.com/podcast

Subscribe to The Delighted Customer Newsletter for practical tips and insights: https://www.empoweredcx.com/delightedcustomersnewsletter

In celebration of CX week, my special guest, CXPA CEO Greg Melia talks about how he ended up becoming the first full time CEO of CXPA and why the organization helps CX professionals differentiate their careers by joining and engaging in the organization.

He also shares the new CX Book of Knowledge and shares a "sneak peek on what's on the horizon that will be a significant benefit to members.

Contact me if:

• You have feedback you'd like to share about the podcast
• You would like to be a guest on the show
• You would like to book me on your show

Email me at [email protected]

Subscribe to The Delighted Customer Podcast so you don't miss an episode: https://www.empoweredcx.com/podcast

Subscribe to The Delighted Customer Newsletter for practical tips and insights: https://www.empoweredcx.com/delightedcustomersnewsletter

The race to digital transformation was accelerated by the pandemic. Many organizations have invested time and money and have little to show for it. Jaya Sudarshan shares the secret to blending the right combination of digital improvements to an improved customer experience.

She also emphasizes the importance of designing experiences with an awareness of different country cultures. From the difference in dust levels, electricity portals, and personal applications, she shares how experience design plays out at HP.

Jaya also shares her mountaintop moments and pothole realities that help appreciate the journey of delivering outstanding experiences consistently.

Meet Jaya

Jaya currently leads customer experience initiatives for the CS F&C organization across Greater Asia and India. She has been with the HP family (HP/HPE/HPI) throughout her 18 year old career.

She serves as a Board member for the Global Customer Experience Professionals Association (CXPA) - a non-profit organization dedicated to the advancement and cultivation of the Customer Experience profession. A passionate Inclusion & Diversity advocate, she has holds office as the communication chair for the global CS F&C DEI council. As a certified #IamRemarkable facilitator, she furthers her volunteering efforts towards building a better, inclusive world. During her free time she enjoys travel, food and books!

Jaya can be reached by email at [email protected] .

Contact me if:

• You have feedback you'd like to share about the podcast
• You would like to be a guest on the show
• You would like to book me on your show

Email me at [email protected]

Subscribe to The Delighted Customer Podcast so you don't miss an episode: https://www.empoweredcx.com/podcast

Subscribe to The Delighted Customer Newsletter for practical tips and insights: https://www.empoweredcx.com/delightedcustomersnewsletter

Trust.

Isn't that one of those soft, touchy-feely words?

In today's word of digital transformation, isn't people skills so...yesterday?

From someone who walked the walk as a CX practitioner, one of the most critical skills is the ability to influence - without positional power. 

The ability to build trust with key stakeholders is a golden asset for any business leader but it's essential for a CX or EX leader! 

How Do You Build Trust with Key Stakeholders?

My guest on this episode of the Delighted Customers Podcast, Charlie Green, knows a thing or two about building trust - he should, he wrote the book on it. 

Here are just a few of the benefits that trusted advisors enjoy. CX Leaders can expect their key stakeholders will:

1. Reach for your advise 2. Be inclined to accept and act on your recommendations 3. Bring you in on more advanced, complex, strategic issues 4. Share more information that helps you help them

Meet Charlie

Charles H. Green is an author, speaker and world expert on trust-based relationships and sales in complex businesses.

Founder and CEO of Trusted Advisor Associates, he is the author of Trust-based Selling, and co-author of The Trusted Advisor and the Trusted Advisor Fieldbook. He has worked with a wide range of industries and functions globally. Charles works with complex organizations to improve trust in sales, internal trust between organizations, and trusted advisor relationships with external clients and customers.

Charles spent 20 years in management consulting. He majored in philosophy (Columbia), and has an MBA (Harvard).

A widely sought-after speaker, he has published articles in Harvard Business Review, Directorship Magazine, Management Consulting News, CPA Journal, American Lawyer, Investments

Contact me if:

• You have feedback you'd like to share about the podcast
• You would like to be a guest on the show
• You would like to book me on your show

Email me at [email protected]

Subscribe to The Delighted Customer Podcast so you don't miss an episode: https://www.empoweredcx.com/podcast

Subscribe to The Delighted Customer Newsletter for practical tips and insights: https://www.empoweredcx.com/delightedcustomersnewsletter