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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.
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A radically different approach to the aged-care sector
55:34
55:34
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55:34
Byron Cannon is the CEO of LDK Seniors' Living, a business created with the aim of disrupting the aged-care industry by providing high-quality care in vibrant communities. As the Chief Executive Officer, he is responsible for the day-to-day management of the business, making decisions on all matters affecting operations, performance and strategy. I…
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How Australia's leading pharmacy chain manages CX
31:30
31:30
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31:30
Jeff Sells is the Executive General Manager of Retail Pharmacy for Sigma Healthcare, a leading network of independent and franchised pharmacies and healthcare providers across Australia. In this episode, Jeff unpacks how Sigma Healthcare manages their brands across two main value propositions: price/range and service/value; and how they navigate ru…
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What you can learn about CX from the aged care sector
33:37
33:37
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33:37
Alana Parker is the Chief Marketing Officer at the Royal Freemasons' Benevolent Institution (RFBI). Alana is an experienced marketing and communications professional with over 20 years' experience, spanning both the for-profit and not-for-profit sectors. In this episode, she shares the insights she's gained working in the aged care sector, how to …
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The secrets behind Flybuys' 25 years of success
52:35
52:35
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Rosemary Martin is the Chief Customer Officer for Flybuys, the most popular customer rewards programme in Australia. In this interview, Rosemary discusses valuable customer insights Flybuys has gained throughout their twenty-five years of existence, and how the customer experience and the features Flybuys offers have changed during the pandemic. Co…
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How Bunnings maintains a 90% staff retention rate
35:14
35:14
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Ryan Baker is the General Manager of Operations at Bunnings and a retail professional with 15 years of experience driving high performing teams. He's been working with Bunnings since he was twenty and has now been with the company for almost nineteen years. After working his way through various roles, he now looks after all the stores in Australia.…
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Turning your customers into your greatest marketing asset
46:56
46:56
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Andrew Durack is the Marketing Manager for St Ives, a leading retirement living operator in Western Australia. Rather than comparing themselves to competitors, Andrew has looked to the lives being led by their residents for his marketing inspiration. The first thing you’ll learn in this episode is that retirement living and aged care are very diffe…
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Why Lush radically empowered their front-line teams
1:06:29
1:06:29
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Emma Brady is the Customer Experience Manager at Lush Cosmetics, a brand known for their customer service excellence. Recently, Lush won an award for Customer Experience Innovation of the Year (2018). In this episode, Emma walks us through the difference between customer service and customer experience, and shows how great experience design is abou…
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BONUS: We're back for 2020 with some special announcements
3:48
3:48
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A few special announcements for Customer Experience Leaders in 2020. Resources mentioned: Michael Momsen (LinkedIn) Adam Jaffrey (LinkedIn) This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.By RateIt
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How to spend $129M on customer experience transformation
41:00
41:00
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41:00
Bruce Dobson is the Director Customer Experience and Business Transformation at the City of Boroondara. He is leading a revolutionary $129M customer experience and business transformation strategy at this local government. This transformation will reconstruct every customer touchpoint and operation over a 15 year period to truly focus on customer c…
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Jon Dick is the Vice President of Marketing at HubSpot, a leading marketing software company who are focused on customer centricity. They've led the industry for years and essentially invented the inbound marketing methodology. In this episode, Jon tells us why HubSpot killed the traditional sales funnel and replaced it with their flywheel model. W…
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Your 101 guide to STORYTELLING in business
49:49
49:49
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Shawn Callahan is the Founder of Anecdote, an agency focused on business storytelling. In this episode, Shawn shares the 4 essential elements of telling an effective story. We also discuss how storytelling can help improve internal culture and how to use storytelling to improve your sales process and customer experience. Resources mentioned: Annie’…
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How to improve your NPS 126 points in 9 months! | Local Land Services, Executive Director of Strategy and Engagement, Carolyn Raine
36:09
36:09
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36:09
Carolyn Raine is the Executive Director of Strategy and Engagement at Local Land Services, a New South Wales government department that helps farmers and land holders with issues around biosecurity and resource management. In this episode, Carolyn shares how they’ve been able to identify issues with their customer experience and drive cultural chan…
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Putting ‘care’ back into healthcare experiences | Clinic Mastery, CEO, Ben Lynch
47:46
47:46
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47:46
Ben Lynch is the CEO of Clinic Mastery, a company that helps healthcare businesses grow by putting customers first. In this episode, Ben shares his tips for creating a ‘care’ factor in healthcare, and also the process to identify and fix systemic problems in a business to improve the overall customer experience. Resources mentioned: This Is Marketi…
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CX FAILURES!!! 💥 Why failing is the best thing that can happen. | Logitech, Head of Ultimate Ears Custom Earphones, Jonah Staw
38:58
38:58
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38:58
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: …
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How to remove friction 😖 and improve customer loyalty 📈 | Friction, Author, Roger Dooley
44:34
44:34
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44:34
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 M…
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Why an obsession with quality really matters | Gelato Messina, Founder, Nick Palumbo
42:35
42:35
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42:35
Nick Palumbo is the Founder of Gelato Messina, one of the most-loved gelato brands in Australia (if not, the world!). Known for their creative specials, Gelato Messina is obsessive about the quality of their product, to the point where they even bought a dairy farm! In this episode, Nick shares how Gelato Messina’s attention to detail results in de…
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How to deliver 20,000 personal experiences every day | Madison Square Garden, Director of Guest Services, Joe Picco
30:08
30:08
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30:08
Joe Picco is the Director of Guest Services at The Madison Square Garden Company, an organisation that runs a collection of iconic venues such as Madison Square Garden. Joe and his team are responsible for making sure up to 20,000 people have a great experience each and every time they visit. In this episode Joe shares the secrets behind the Madiso…
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