Customer Experience Leaders
Summary: 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.
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- Artist: RateIt
- Copyright: 2024 RateIt
Podcasts:
A radically different approach to the aged-care sector
How Australia's leading pharmacy chain manages CX
What you can learn about CX from the aged care sector
The secrets behind Flybuys' 25 years of success
How Bunnings maintains a 90% staff retention rate
Turning your customers into your greatest marketing asset
Why Lush radically empowered their front-line teams
BONUS: We're back for 2020 with some special announcements
How to spend $129M on customer experience transformation
Why HubSpot killed the sales funnel
Your 101 guide to STORYTELLING in business
How to improve your NPS 126 points in 9 months! | Local Land Services, Executive Director of Strategy and Engagement, Carolyn Raine
Putting ‘care’ back into healthcare experiences | Clinic Mastery, CEO, Ben Lynch
Jonah Staw is the Head of Ultimate Ears Custom Earphones, a division of Logitech which is tasked with creating bespoke, customised, audio products. In this episode, he takes us behind the scenes of how you deliver customised products at scale, and shares some tips on how to unlock great experiences in the most unexpected ways. Resources mentioned: Joe Rogan’s Elon Musk interview (podcast) The Sixth Man (book), by Andre Iguodala. Michael Momsen (LinkedIn) Adam Jaffrey (LinkedIn) Key takeaways (starts at 31:27): Sell your ‘why’ and not your ‘what’. Keep iterating. Always be on the lookout for ways to unlock a customer experience. Embrace a growth mindset.
Roger Dooley is the author of Friction - a book exploring why friction matters to customer experience. In this episode Roger shares his tips for identifying points of friction, and how to use friction to your advantage so you can build customer loyalty. Resources mentioned: Friction (book), by Roger Dooley Perennial Seller (book), by Ryan Holiday Michael Momsen (LinkedIn) Adam Jaffrey (LinkedIn) Key takeaways (starts at 36:39): Friction can cause problems for customers and breed disloyalty. Put on your ‘Friction Goggles’ to identify pain points. Don’t focus on delight, reduce friction to improve the experience. The burden of effort is on CX professionals.
