Customer Experience Leaders | CX tips, insights and practical advice
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We reveal the secrets of how great brands delight their customers. Forget the fluff and industry jargon ... this show is jam-packed with useful CX tips, insights and practical advice from leading brands. Join us as we go behind-the-scenes to discover how brands like Disney, Pandora, Optus and Country Road build experiences customers love. Produced by RateIt — the market leader in 'on the spot' customer feedback.
||CleanThe single question that will revolutionise your CX! | Customer Bliss, Founder and CEO, Jeanne Bliss (Part 1)||Jeanne Bliss is the CEO of Customer Bliss, a best-selling author, and also one of the founders of the Customer Experience Professionals Association. In this episode you’ll learn about the importance of the Chief Customer Officer role, and how you can drive a customer-centric focus within your organisation that would make your mother proud. Resources mentioned: Would You Do That To Your Mother (book), by Jeanne Bliss. Key takeaways (starts at 28:48): Treat customers like assets Think about your processes in reverse so you can focus on the customer first. Place trust in your front-line staff. Become a customer experience leader within your own organisation.||9 7 2018||Free||View in iTunes|
||CleanService blueprints: the document to end all CX nightmares! | NBN Co, Senior CX Design Lead, Janine Pawson||Janine Pawson is a Senior CX Design Lead at Australia’s NBN Co. She’s an expert at creating service blueprints to help companies understand the interactions they have with their customers. In this episode you’ll learn about the importance of a service blueprint, how it fits into the arsenal of a great CX pro, and how to actually create one for your business. Resources mentioned: Mapping Experiences (book), by James Kalbach Realtime Board (example) Learning Space Toolkit (example) Service Blueprint (Wikipedia) Nielsen Norman Group (definition) Key takeaways (starts at 26:43): Learning from in person workshops is valuable. Don’t interview people for a service blueprint, involve them in the creation process. You don’t need to be an expert, start mapping a service blueprint out on paper. Use visual displays to make information easier to digest. Service blueprints can help you build empathy around the customer experience.||25 6 2018||Free||View in iTunes|
||Explicit10x your CX game with these hacks from a CX PRO | Customer Experience Professional, Dan Fine||Dan Fine is a customer experience professional who has worked on brands like NAB, Telstra, Sensis, and Vic Roads. In this episode you’ll learn how to define the role of a customer experience professional, plus you’ll discover many tips and resources that you can use on your journey to becoming a great CX pro. Resources mentioned: Service Design Show (podcast). Why Service Design Thinking (podcast). This is HCD (podcast). General Assembly (course). Academy XI (course). Customer Experience Professionals Association This is Service Design Thinking (book), by Marc Stickdorn and Jakob Schneider. The Field Guide to Human-Centered Design (book), by IDEO. The Ultimate Question 2.0 (book), by Fred Reichheld and Rob Markey. Beyond the Ultimate Question (book), by Bob Hayes. Bulletproof Radio (podcast), with Dave Asprey. Influencers (podcast), by Jon Levy Closing the Delivery Gap (research), by Bain and Company Additional Resources: The Ten Principles Behind Great Customer Experiences (book), by Matt Watkinson. Outside In: The Power of Putting Customers at the Center of Your Business (book), by Harley Manning and Kerry Bodine. Gamestorming: A Playbook for Innovators, Rulebreakers, and Changemakers (book), by Dave Gray, Sunni Brown, and James Macanufo. Xplaner (website). Strategyzer (website). Service Design Tools (website). Key takeaways (starts at 30:35): Any CX initiative needs to be driven by the CEO. Present ideas with 51% confidence but 100% conviction. Treat survey data like an asset. Close the delivery gap between what you think you know and what the customer experiences.||11 6 2018||Free||View in iTunes|
||CleanWhat is Design Thinking? And how can you apply it right away! | Product Leader, Designer and Instructor, Milly Schmidt||Milly Schmidt is a product leader, UX designer, and instructor who helps companies integrate design thinking into their business. In this episode you’ll learn about the importance of design thinking, how it can help you make better decisions, and the five step process to help you apply design thinking to your organisation right away. Resources mentioned: The Design of Everyday Things (book), by Donald Norman, Design Thinking Bootcamp (course), by Stanford Sprint (book), by Jake Knapp from Google Ventures, User Experience Design (course), by General Assembly Service Design (course), by Academy XI Jared Spool Don't Make Me Think (book), by Steve Krug A List Apart Skills of the Modern Age Key takeaways (starts at 30:37): Design thinking is a scientific process to solve human problems Employ design thinking to gather evidence for decision making Where does the nexus of power lie in your organisation? Reframe the terminology you use to talk about customers.||28 5 2018||Free||View in iTunes|
||CleanCX lessons from big pharma: "Educate, don't sell." | Parry Branding Group, President and Chief Branding Officer, Vince Parry||Vince Parry is a veteran of the healthcare industry and is the President and Chief Branding Officer of the Parry Branding Group. He’s an expert on building healthcare brands and in this interview shares his tips for building engaging brands that connect with customers on a deep, personal level. Resources mentioned: Identity Crisis (book), by Vince Parry Key takeaways (starts at 30:48): Ensure that your employees feel great as they’re part of the transaction Lead the customer journey with education Think about how you can have a series of conversations with your customers Listen to what your customers have to say||14 5 2018||Free||View in iTunes|
||CleanWhat the heck is "brand citizenship" and why you need to care! | Do Good, Author, Anne Bahr Thompson||Anne Bahr Thompson is also the founder of the Brand Citizenship movement and the author of the book “Do Good”, which is designed to help leaders turn their brands into better corporate citizens. She is also a global brand strategist and founder of brand consultancy Onesixtyfourth. Prior to that, she was an Executive Director at Interbrand. In this episode, Anne shares her five-step process to successful Brand Citizenship, and we discuss how businesses can use these steps to build a better customer experience. Resources mentioned: Do Good (book), by Anne Bahr Thompson. Conversations with God (book), by Neale Walsch. The Trouble with Advertising (book), by John O’Toole. On Being (podcast) Radiolab (podcast) Key takeaways (starts at 43:21): Trust - Build trust with your customers and do what you say Enrichment - Figure out how you will provide enrichment to customers Responsibility - Be responsible with your own staff Community - A great community brings everyone together around your brand Contribution - Make people feel like they’re part of something bigger||30 4 2018||Free||View in iTunes|
||ExplicitFour pitfalls to avoid when implementing a CX strategy | Customer Experience Designer, Robert Sørensen||Robert Sørensen is a customer experience designer who specialises in improving customer experiences in the service industry. He was previously a Customer Experience Manager at IAG and was a Customer Experience Designer at Australia’s National Broadband Network (NBN). In this episode, we discuss how to build a business case for CX projects and the four pitfalls to avoid when implementing a CX strategy. Key takeaways (starts at 39:30): Make sure you get quick wins when starting a CX initiative Put your CX strategy down on paper so everyone knows what it is Enable and empower people to deliver on your CX strategy Share the glory with the entire team||16 4 2018||Free||View in iTunes|
||ExplicitThe 7 things you must know to create a great company culture | The Power of Company Culture, Author, Chris Dyer||Chris Dyer is the founder and CEO of PeopleG2, a company that provides background checks and human capital intelligence. He’s also the author of a new book called "The Power of Company Culture: How Any Business Can Build a Culture That Improves Productivity, Performance and Profits". In this episode, we discuss how to change the culture in an organisation and why it's important to take staff along on the journey. Resources mentioned: The Power of Company Culture (book), by Chris Dyer. Turn the Ship Around! (book), by David Marquet. Daniel Pink’s Books Give and Take (book), by Adam Grant. Work Clean (book), by Dan Charnas. Work Rules (book), by Laszlo Bock. The Undoing Project (book), by Michael Lewis. 6Q (feedback software) Culture Amp (feedback software) Key takeaways (starts at 36:40): The key to cultural transformation is transparency Listen with the intention to understand Avoid survey hell. Make your staff check-ins short but regular. Find (fun) ways for different people to play the devil’s advocate Think about the state of mind of your staff when trying to take them on your journey||2 4 2018||Free||View in iTunes|
||CleanHow bots can delight customers | ABC News, Mobile Product Manager, Craig McCosker||Craig McCosker is a Mobile Product Manager for the Australian Broadcasting Corporation (ABC). Craig and his team are responsible for managing the ABC News Messenger Bot which has been used by hundreds of thousands of people. We speak with Craig about the process of designing through experimentation and discuss how the ABC has been able to adapt its news product for a new generation of mobile-savvy users. Resources mentioned: Sapiens: A Brief History of Humankind (book), by Yuval Noah Harari. Key takeaways (starts at 34:26): Delightful experiences can come from anywhere so be prepared to think outside the box. Look for opportunities to engage with customers and build a connection. Remember to test, measure, and learn when developing new initiatives.||19 3 2018||Free||View in iTunes|
||CleanHow a global charity improved CX using HCD (Human Centred Design) | World Vision, Chief Marketing Officer, Teresa Sperti||Teresa Sperti is the Chief Marketing Officer at World Vision, a charity known across the world for the support they bring in times of need. In this episode, we talk about how World Vision’s plans to keep the work they do relevant to customers on digital platforms. We also discuss the need for transparency with customers and how you keep customers engaged with the core mission of your business. Resources mentioned: Live, Lead, Learn (book), by Gail Kelly. Service Design: From Insight to implementation (book), by Andy Polaine, Lavrans Løvlie, and Ben Reason. Value Proposition Design (book), by Strategyzer. The Field Guide to Human Centered Design (book), by IDEO. Key takeaways (starts at 35:58): Use human-centred design (HCD) when thinking about your customer experience. Consider all the stakeholders involved in executing a campaign. Think about what parts of your business you want your customers to experience (backstage vs centre-stage). Don’t just invest in technology, invest in people and process.||5 3 2018||Free||View in iTunes|
||CleanHow a leading telco is using CX to compete with Netflix and Amazon | Optus, Head of Customer Experience, Charles Weiser||Charles Weiser is the Head of Customer Experience at Optus, one of Australia’s largest telecommunications companies. In this episode we discuss how Optus uses data to create a positive experience for customers. We also talk about service in the age of global internet giants like Netflix or Amazon, and how Optus is keeping pace to deliver experiences which align with customer expectations. Resources mentioned: The Road (book), by Cormac McCarthy The power of vulnerability (TED Talk), by Brené Brown. Key takeaways (starts at 39:31): Ensure that the executive team owns the customer experience Everyone is the head of CX It’s worth investing in your CRM software See all problems as opportunities to delight a customer Small things can go a long way||19 2 2018||Free||View in iTunes|
||CleanHow to stay relevant in the age of the customer | Officeworks, Head of Customer Experience & eCommerce, David Pisker||David Pisker is the Head of Customer Experience & eCommerce at Officeworks, Australia’s leading office supplies retailer. In this episode, we discuss how Officeworks creates delightful experiences for customers in a retail environment and why they look outside their industry to find new innovations. We also talk about the role of the customer and how businesses can meet the needs of their users in a mobile world. Resources mentioned: Yammer (workplace communication tool) Luminoso (AI data analysis software) Breath (book), by Tim Winton. Sombrero Fallout (podcast), hosted by Ian Deeker Forth. Key takeaways (starts at 40:30): Watch for the shift from product to experience Are you giving the customer confidence? Take inspiration from anywhere Find a way to capture innovative ideas Close the feedback loop with customers||5 2 2018||Free||View in iTunes|
||CleanDesigning a delightful carpark | Impact, Traffic Engineer, Michael Gigliuto||Michael Gigliuto is an engineer with Impact, a leading traffic and transport engineering consultancy that designs transport experiences for their customers. In this episode, we discuss everyone's favourite topic—parking—and how the overall design of a carpark can change the customer experience. We also talk about how some of the best design decisions counterintuitively might not be appreciated by users. Resources mentioned: Urban maths: car park mayhem (research paper), published in Mathematics Today by A Townie. Key takeaways (starts at 22:39): Have key stakeholders come together at the start of a project Be careful of the incentives you give staff or customers Think outside of the box for the best outcome Think about all the roles a customer has in their journey||22 1 2018||Free||View in iTunes|
||CleanThe magic of Disney World | Walt Disney World, former Operating Area Manager, Dennis Snow||Dennis Snow is an author, speaker, trainer, and consultant who coaches some of the world's largest companies on customer experience. He honed his skills over a twenty-year career at Walt Disney World in which he grew from working on the front lines of some of the attractions to managing various operational functions. In this episode, we talk about how Walt Disney World is able to provide experiences which wow their customers. And we learn how Walt Disney World is able to bring all of their employees along on their customer experience journey, even if it means picking up trash. Resources mentioned: Lessons from the Mouse (book), by Dennis Snow. The Experience Economy (book), by Joseph Pine and James Gilmore. The image of Walt Disney picking up trash (image), which Dennis mentions during the show. First, Break All The Rules (book), by Marcus Buckingham. Twenty Thousand Hertz (podcast), hosted by Dallas Taylor. Key takeaways (starts at 45:12): Never let backstage come on-stage. Care about the details, as the small wins help build the entire experience. Be accountable to your principles. Hire people with a service mindset.||8 1 2018||Free||View in iTunes|
||CleanTreat your customers like friends and your colleagues like family | Pigeonhole, Founder and Managing Director, Johann Kim||Johann Kim is the Founder and Managing Director of Pigeonhole, a series of quirky and designer-esque retail stores throughout Australia. We talk to him about how a retail business like Pigeonhole is able to deliver consistent customer experiences when they have so many different store formats. We also talk about culture and how Johann's passion for delivering amazing service permeates through the business and enables staff to develop relationships with their customers. Key takeaways (starts at 21:46): At its heart, customer experience is emotive; it's about how your customers feel. Create a positive internal culture by focusing on friendship and family values It's okay to break the rules sometimes if it keeps you enthusiastic and that resonates with customers.||25 12 2017||Free||View in iTunes|
||CleanKey customer experience predictions from a CX Futurist | Customer Experience Futurist and Host of The Modern Customer Podcast, Blake Morgan||Blake Morgan is a Customer Experience Futurist, Keynote Speaker and Author of the new book ‘More Is More’. On this episode, we ask her: Why does customer experience actually matter? We talk about customer support and contact centres. And of course, we discuss the future of customer experience and how technology will impact how brands engage with their customers. Resources mentioned: More Is More (book), by Blake Morgan. Fresh Air (podcast), hosted by Terry Gross, by NPR. Thick Face, Black Heart (book), by Chin-Ning Chu. Key takeaways (starts at 27:07): Focus on the right metrics; the metrics which matter to the customer, not just the metrics which matter to the organisation. Make things easy for the customer Don’t make the customer repeat themselves||11 12 2017||Free||View in iTunes|
||CleanWhat retailers can learn from nurses about emotional intelligence (EQ) | Australian College of Nursing (ACN), CEO, Kylie Ward||Kylie Ward is the CEO of the Australian College of Nursing. We go behind-the-scenes of the nursing world, and uncover what the role of a nurse actually is, how nurses impact patient outcomes and patient experiences, the ways nurses go above and beyond, and what a 10/10 healthcare experience looks like. There are plenty of takeaways from the nursing industry that we can apply to business generally. Resources mentioned: You Can Heal Your Life (book), by Louise Hay. The 7 Habits of Highly Effective People (book), by Stephen Covey. How to Win Friends & Influence People (book), by Dale Carnegie. Key takeaways (starts at 31:33): Include the customer/patient in handover processes so they feel involved. Manage uncertainty in emergency rooms by increasing communication and setting clear expectations. Promote the use of staff emotional intelligence (EQ) by building processes and tools to facilitate it. Find practical uses for big data by looking at trends and creating new processes to improve the customer’s experience.||27 11 2017||Free||View in iTunes|
||ExplicitHow Pandora jewellery turned a failing store into a $10M success story | Pandora, Managing Director (UK), Brien Winther||Brien Winther is the Managing Director of Pandora jewellery, in the UK. Previously, Brien was the President of Pandora Australia and New Zealand. Topic 1: How Pandora’s personalised bracelet charms helped build it into the successful brand that it is today. Topic 2: How Pandora manages the huge queues it receives every year in the lead up to Christmas and Valentine’s Day. Bonus topic: How Pandora turned a struggling retail store on Pitt St into a $10M success story. Key takeaways (starts at 30:39): Create ways for customers to build emotional connections with your product (like how Pandora’s charms capture ‘Unforgettable Moments’). Reduce the burden of queues by managing customer expectations and moving people through their unique journey quicker. People make the experience (not the product, price, policies or procedures). Practical empowerment of store managers, which leads to staff genuinely caring.||13 11 2017||Free||View in iTunes|
||CleanManaging emotional rollercoasters and delighting customers in real estate | Raine & Horne, Managing Director (Neutral Bay), David Buttel||David Buttel is the Managing Director of Raine & Horne real estate, in Neutral Bay. There's a lot of discussion in the property market right now about housing affordability, real estate ethics and an ongoing debate over whether you can trust real estate agents. We spoke to one of Australia's best real estate agents to uncover how he delights his customers, regardless of the industry's reputation. Today, we reveal the secrets of how real estate agents get the best prices when selling properties. We learn why David is one of the top 100 real estate agents in Australia. And, we ask whether there are any conflicts of interest as a real estate agent when dealing with buyers and sellers. Key takeaways (starts at 26:10): Having real empathy for your customers Seeing the big picture view (i.e. customer lifetime value) "It's not what you say or what you do, it's how you make the customer feel." Have humility and do the dirty work (even when clients don't realise it)||30 10 2017||Free||View in iTunes|
||CleanHow to deliver consistent CX when you have thousands of employees | Country Road, General Manager of Brand and Customer Experience, Col Kennedy||Col Kennedy is the General Manager of Brand and Customer Experience at Country Road, which is a premium fashion and apparel retailer. Col has a wealth of experience from working at brands like Disney, Target and Cotton On. Topic 1: How to rethink your loyalty program to drive better relationships with customers. Topic 2: What does it take to manage a brand which has thousands of employees and still deliver consistent experiences? Resources mentioned: Start With Why (book), by Simon Sinek. Key takeaways (starts at 22:55): Start with the customer, not the loyalty program. Invest in internal communications Understand where your brand's positioning is going and remain in-sync with your customer's expectations||16 10 2017||Free||View in iTunes|
||ExplicitWhat role should marketing play in designing customer experiences? | Monash University, Senior Marketing Lecturer, Peter Wagstaff||Peter Wagstaff is a Senior Lecturer and Marketing Academic at Monash University. We speak to Peter about customer experience in higher education. We ask the question: Who actually is a university's customer? We debate the reasons why bureaucratic organisations struggle to provide great experiences. And Peter shares a controversial opinion of why it's sometimes actually good to make a student's life difficult. Resources mentioned: The CX field-of-study is being driven by industry bodies like Gartner, Forrester, McKinsey, PwC and Harvard Business Review. The 4 Ps of goods marketing and the 7 Ps of services marketing "What people really desire are not products but satisfying experiences" (source: Abbott, 1955, Quality and Competition). Education learning management systems (LMS) such as Moodle, Blackboard, etc. Trying Slack as an alternative tool for student interaction The Zone of Proximal Development (theory), by Lev Vygotsky. Key takeaways (starts at 27:52): Know who the customer is—that is the ultimate truth Find ways to exceed expectations The experience your customer has is partly beyond your control "What people really desire are not products but satisfying experiences"||2 10 2017||Free||View in iTunes|
||ExplicitHow to bring your 'brand purpose' to life with practical tools and tips | SumoSalad, Chief Customer Officer, Lawrence Mitchell||Lawrence Mitchell is the Chief Customer Officer at SumoSalad. SumoSalad is a quick service restaurant (QSR) with over 160 franchise locations across Australia. And as you'd expect for a brand like this, the in-store experience is paramount. Since we were speaking to one of Australia's only Chief Customer Officers, we asked Lawrence exactly what he does in his role. Not only that, but he also shares a great tip to ensure senior management knows whats going on at the customer level of your organisation. Resources mentioned: Conscious Capitalism (book), by John Mackey and Rajendra Sisodia. Testing WhatsApp to communicate in a visual way on mobile devices, provided that it's used for "positive sharing". The SumoSalad app (iOS | Android) has enabled busy professionals to order and collect much more quickly. Start With Why (book), by Simon Sinek. Key takeaways (starts at 31:51): The side-by-side program and spending time in-store learning from customers Knowing your Why and brand purpose Bringing buyer personas to life Getting the comms right by experimenting with communications channels||2 10 2017||Free||View in iTunes|
||Explicit"Companies that put customers first have it backwards ... employees come first." | BlackBerry, former Managing Director (ANZ), Ray Gillenwater||Ray Gillenwater is the Founder of SpeakUp, who are experts in employee engagement. We speak to Ray about how your employees can make a bigger impact on your customers than what you might think. Ray gives away some practical tips on how to use technology to delight customers. But before Ray started his company, he was the Managing Director of BlackBerry Australia and New Zealand. And we go behind the scenes to find out where it all went wrong. Resources mentioned: UserOnboard (website), by Samuel Hulick. Research by Gallup shows that only 13% of employees are actively engaged at work. What's worse is that 24% of employees are actively disengaged. Employees First, Customers Second (book), by Vineet Nayar. SpeakUp: employee-sourced problem solving and idea generation. Key takeaways (starts at 29:20): Customer experience is very emotional Focus on your employees first and your customers second You have to understand who your customer is UX is such an important part of CX||2 10 2017||Free||View in iTunes|
||CleanIntroducing: Customer Experience Leaders||We reveal the secrets of how great brands delight their customers. We speak to the CX Leaders behind brands like Pandora, Disney, Uber, SumoSalad, Country Road, Microsoft and many more! Delighting customers shouldn't be complicated, so we're on a mission to bring you jargon-free practical takeaways to help you build great customer experiences. Customer Experience Leaders launches in October 2017.||25 9 2017||Free||View in iTunes|
Informative, relevant and fun to listen to.
Wow! Great podcast! Glad to have found it.
Really enjoying the quality of this podcast and learning heaps. Thanks.
Great content, really topical and informative!