show episodes
 
Field Trip by Nudge Rewards provides a first-hand look at how today’s top retail and foodservice brands are tackling their biggest challenges. From customer experience to employee engagement and team performance, this series will feature insights and actionable ideas from the field.
 
Research-based guidance on how to manage customer experience (CX) at any organization — an imperative that Forrester has been researching for over 20 years. Each week, Forrester analysts discuss key findings from their latest research on CX; analyze relevant topics in the news; or chat with CX professionals about how they’ve overcome prevalent challenges managing CX in their organizations.
 
Voice of Influence: Personal Brand and Communication Strategy for Message-Driven Leaders is a podcast featuring interviews with thought leaders and experts who have a highly developed voice of influence. Creative, message-driven leaders will appreciate the support, insight and advice that will help them develop their own voice and compelling communication that makes a difference in the world.
 
The CX Leader Podcast with host Steve Walker provides insights for customer experience (CX) and experience management (XM) leaders to improve their business results by unlocking the potential of their customer experience, helping their customers and prospects want to do more business with them. Steve is CEO and Chairman of Walker Information, a experience management consulting firm that helps companies accelerate their XM success.
 
Welcome to Experience This! where you’ll find inspiring examples of customer experience, great stories of customer service, and tips on how to make your customers love you even more. Always upbeat and the definitely entertaining, customer retention expert Joey Coleman and social media expert Dan Gingiss serve as your hosts for a weekly dose of positive customer experience. This show will help you attract and keep more customers so you can grow your business, increase your profits, and have m ...
 
Service Lab is a podcast featuring talks given by leading service designers on their work and experiences. Our speakers include people like the Head of Service Design at GDS or Head of Product at UsTwo. And our talks range from case studies on online services to masterclasses on ethnography.
 
CX Files features your host, writer and analyst Mark Hillary, speaking each week to leading analysts, thinkers, and practitioners focused on managing the Customer Experience (CX). In each episode Mark and his guests explore the future of CX, the important trends, and what customers really expect from brands today.
 
The Modern Customer Podcast is a show that provides surprising and counter-intuitive insights on customer experience, social customer service and content. We will also dive into related leadership topics. The show is hosted by Forbes contributor and customer experience strategist Blake Morgan and features guests that include practitioners, authors, influencers and other tastemakers.
 
Join host Yanique Grant as she takes you on a journey with global entrepreneurs and subject matter experts that can help you to navigate your customer experience. Learn what customers really want and how businesses can understand the psychology of each customer or business that they engage with. We will be looking at technology, leadership, customer service charters and strategies, training and development, complaint management, service recovery and so much more!
 
The best companies are the ones that make it incredibly easy, and delightful, to do business with. It’s seamless, frictionless, intuitive. It’s not just a better experience, they’re actually disrupting our very notion of what consumers should be able to expect from companies. You see, Aussies and Kiwis are a hard bunch to please - we have some of the highest customer experience expectations in the world. And luckily for us, our homegrown businesses know this. This season on HubSpot's Unconve ...
 
How do YOU stand out in today’s competitive marketplace? What does it take to sell uniquely…and serve remarkably? How can customers tell a difference between you and your competitors? “PROJECT DISTINCT with Scott McKain” reveals what it takes to soar above the crowd and dominate your market. You’ll discover the elements required to make your competition irrelevant. Subscribe and join Hall of Fame professional speaker Scott McKain (author of “Create Distinction”) and his guests every week! Wh ...
 
Host Jay Ehret interviews experts in branding, content marketing, digital marketing, social media, email, SEO, mobile, advertising, PPC, website development, customer experience design and more to help you create marketing plans and generate marketing ideas for your small businesses and for medium-size businesses
 
Platforms are transforming our world. And how they do it is also changing every minute. How can you connect with all the latest developments and hear about the hottest topics and trends? Tune in to our podcast series “On the Platform”. You’ll get first-hand insights and lively debate from some of the most innovative and influential platform thinkers around. The game is changing. Stay in touch with the new rules…before they’re written.
 
We are living in an agile world. Customer experience, employee experience, marketing, HR, and technology all combine to form brand experience. The Agile World is hosted by Greg Kihlström, CEO and Co-Founder of CareerGig and best selling author of The Agile Consumer and The Center of Experience. It provides a fresh perspective on the continually evolving dynamic between brands and the audiences they serve.
 
Rated as one of the top podcast hosts, Jim Rembach interviews guests on this unique human-centric leadership podcast that features real-life and personal stories of when they have failed and how they got over the hump. Learn to leadership lessons for delivering better customer service, customer experience, and employee experience. For more than five years, the show has generated thousands of leadership tips, quotes, and inspirational stories in a fun way. Join the fun with the Hump Day Hoedo ...
 
The New Business Strategies Podcast offers 8-minute interviews with CEOs and thought leaders from leading technology companies (LinkedIn, Demandbase, Lithium Technologies etc.) and industry showcase examples of customer-aligned organizations. Tune in for high-energy, original interviews covering a wide range of topics that always include actionable advice for large and small businesses alike. Enjoy and keep up with the latest by subscribing to our channel. Please share with us your thoughts, ...
 
Join us to learn the leadership practices from C-Level Customer Experience executives at Airbnb, Walgreens, Audi, Premera, The Smithsonian Institute, Barney’s New York, and Adobe among others. They will fearlessly share with you what works...and what doesn’t work as we debunk this role, why it’s not about ”Kumbaya", but rather how the Chief Customer Officer is acting as the human duct tape of the organization - uniting companies to earn the right to customer-driven growth. Hosted by Jeanne B ...
 
Are you looking for actionable, real-world marketing advice from the industries best and brightest? Keep informed of the latest business and marketing trends, whether you’re an eCommerce or subscription business, doing ten thousand or ten million in revenue. The Customers Who Click podcast brings you valuable, and actionable advice directly from leading marketers in your field. In every episode you’ll learn about a specific topic, including several tips you can walk away with to implement yo ...
 
WE’VE GOT A LOT TO SAY—THAT’S WHY WE MADE A PODCAST. And trust us, these are things you’ll want to hear. Manndatory Listening is a podcast about the hows and whys, dos and don'ts, and step-by-steps of leadership. We’re combining our own expertise—16 years of it—with that of leaders across dozens of industries to bring you applicable lessons for your own business and life. We're interviewing industry leaders and ourselves on the topics we know will make you and your business better. Put your ...
 
80% of businesses believe they deliver 'superior' customer service, yet only 8% of their customers agree. That's mad! You could drive a freight train through that statistic. And this is exactly why we created this podcast. Businesses need a whack across the head on where money is leaking (or in some cases gushing) out in the form of fair to middling customer interaction that creates indifferent customers. We're going to show you how to increase profits with zero or low cost tactics to retain ...
 
The Uptake with Anna Chu is a new show on all things tech and community. Host Anna Chu will be traveling and introducing you to people all over the world as she follows the path of Microsoft Ignite The Tour. The show covers topics in the world of tech, as well as uncovers people’s journeys - and how-tos - of professional learning, development and community building. You will meet inspiring people in the community of tech and get inspired to be a part of a vast and expanding community in your ...
 
When we think of Monday, we often think Ugh! It's the first day back at WORK. This show celebrates companies and individuals who's life mission is to make Mondays great, by creating amazing employee experiences. Companies are starting to understand that the best way to happy customers and profitable growth is through happy, engaged employees. Yay Monday! is your roadmap to creating the best employee culture possible. Each episode features companies, and people who spend their professional li ...
 
Stories of your customers on their journey, and how they build or break relationships with companies like yours. Host Russel Lolacher shares real customer experience case studies in a 1950s radio drama narration style with modern tips and analysis. Born from The Upsell.com Blog, The CX Storytime Podcast: Tales from the Customer Journey presents true customers' stories including the impacts of their customer experiences, followed by valuable strategies on engagement and retention to help you ...
 
Loading …
show series
 
Emelie Hedén Edlund is a design director at McKinsey Design. She is based in Stockholm Sweden. Emelie is experienced in design thinking and has a background in industrial design, trend forecasting and futurism as well as user and customer experience. She has been working with McKinsey on retail design and in this episode she talks about some of the…
 
It makes good business sense: happy employees lead to happy customers. On this episode of TELUS International Studios, Evelyn Doyle, HR Director EMEA at Patagonia talks to us about how empowering employees to be a part of something bigger is the secret that's stitched into Patagonia's fabric. Culture, purpose, and being part of a change is somethin…
 
Jan-Benedict Steenkamp was doing very well in the academe when he hit a hump in his life. He was regularly writing many academic publications but became dispirited and demotivated when he was not able to see how his publications could move the needle in someone else’s life. Through reinventing himself, JB started writing business books where leader…
 
There is a fundamental reason why your marketing — and even your advertising — is not creating the engaged, loyal customers that you desire. Whether you’re a senior executive at a large organization…and entrepreneur building a business…or a sales professional trying to expand your efforts…this episode of PROJECT DISTINCT from Scott McKain is critic…
 
The power of very simple changes to your language to the customer experience How do you use words to remove customer friction in service In service recovery - How to Say Sorry less, apologize more What are the steps in actually getting forgiveness when your brands screw up How do you use words to reduce turnover Where do you start? Contact Krister …
 
Educational institutions are beholden to a different type of customer: students. Discovering how students experience the education and services they receive from one of the largest community colleges in the nation requires a substantial experience program. Host Steve Walker welcomes guests Matt Ashcraft and Meredith Warner from Maricopa Community C…
 
The B2B space is often an overlooked area for customer experience. But customer-centric experiences are crucial in the B2B world and come from listening to customers and continually evolving. When Kristi Langdon joined Daimler Trucks, she saw the company was incredibly product-focused, but not very customer-focused. The company was successful becau…
 
When we talk about parcel delivery, the likelihood is that we think about our personal mail, those new shoes you ordered, and how long they took to arrive. But what does it feel like when you’re that business trying to delight your customer through a great delivery experience? Enter Sendle. Sendle is Australia’s first carbon neutral courier service…
 
We’ve talked this month about the fact that change challenges us. As part of this theme, I had a conversation with Dr. Espen Klausen last week about the psychology behind how people change. In that conversation, Dr. Klausen described some of the differences between assimilation, which he says is bringing new ideas into old schemas, and accommodatio…
 
Daniel Ramsey is the founder and CEO of MyOutDesk, the highest-rated Virtual Assistant company in the marketplace with over 500 5-star reviews and over 13 years of experience serving more than 6000 clients. Daniel founded MyOutDesk during the last global financial crisis of 2008 to help businesses leverage the remote workplace and scale businesses …
 
If you’re not delivering great customer service, it’s because you evidently don’t WANT TO. That’s what Scott McKain is emphatically stating on today’s PROJECT DISTINCT. He suggests that if Indiana’s Bureau of Motor Vehicles can do it — there’s no excuse for any of the rest of us. If you’re not a fan of your local BMV…you may be SHOCKED — and learn …
 
Learn about working from home - from a coffee shop, creative evolution to the classroom experience, and how “not juice” became a hit for a juice company. Bite-Sized Delight From the Episode: • Stay Connected to Customers with Physical Contact - Virtual backgrounds from Starbucks allow loyal customers to feel connected to their usual “third space” e…
 
Today we’re going to talk about how to adapt your events to be more virtual in a marketing environment that is in continual fluctuation. With the massive changes that COVID-19 has brought to the world of corporate and association events, many companies have scrambled to adapt to make them virtual, with mixed results. Some organizations, however, ha…
 
I spoke with Masood Akbarzai in this episode all about data and algorithms, and what brands need to be doing to make them work for their brands, not against them. It hopefully won’t surprise you to know there is no hack, there’s no single approach that once implemented guarantees success for any business. It simply doesn’t work like that. Your busi…
 
Meet the Aussie brand that’s made toilet paper cool. We talk with Who Gives A Crap’s founder and CEO, Simon Griffiths, on all things toilets and toilet paper. Toilet paper probably isn’t the first thing you think of when we talk about disrupting an industry, yet this is exactly what Who Gives A Crap have done. Tune in and hear Simon talk about buil…
 
On today’s episode, Scott McKain suggests that MOST organizations are disconnected from what their own customers are experiencing as they do business with them. And, this lack of understanding even spreads to the front line people on your own team! Learn what to do to reconnect your thinking with that of your customers — and, what Scott says is one…
 
We tend to think that analyzing what customers are thinking and feeling — and reviewing our own errors in judgement and action — will always create a better result. But, is that really the case? On today’s PROJECT DISTINCT, Scott McKain relates how a recent dinner conversation motivated him to learn more about the value (or lack thereof) of introsp…
 
Does it seem as though your customers aren’t as loyal to you as they used to be? On today’s PROJECT DISTINCT, Scott McKain reveals the “Three Levels of Customer Loyalty.” And, he’ll discuss the three reasons that loyalty from customers is on the decline — and what you can do to change that for yourself and your organization! Learn more about your a…
 
In today’s conversation with Dr. Oleg Konovalov, who is a thought leader, keynote speaker, author, business educator, and consultant with over 25 years of experience operating businesses, we discuss some of the concepts in his latest book, Leaderology, which tie back to what I like to call, leadership bravery.…
 
In this week’s episode, we discuss with Principal Analyst TJ Keitt about a new type of customers to consider to help companies prioritize which CX improvements to make. The questions we will answer in this episode is who is this new valuable customer segment? And what is the business case for focusing on this group of customers when prioritizing CX…
 
Simon Knudsen is the CEO at Xzakt Kundrelation - a Transcom company. He is based in Stockholm, Sweden. Simon heads the FLEX model Transcom has recently launched. FLEX aims to offer GigCX-style flexibility inside the traditional contact center. Which is better? Listen to the podcast to hear Simon's view. https://www.linkedin.com/in/simon-knudsen-032…
 
“Have a Little Faith?” by Mitch Albom was recently brought to Scott McKain’s attention — and, especially the story of the farmer and the new farmhand. Today’s PROJECT DISTINCT uses that story to ask, “How well are you prepared to grow your business and yourself?” In this episode, Scott will outline three important steps you need to take to ensure y…
 
In this episode, I spoke with Josh Boone about the current status of the marketing world, the agency model, and how businesses should be looking at their approach to marketing. It’s so important that everyone involved in marketing for business that really understands the wider picture, when teams get siloed, performance is held back and this is mad…
 
As we continue on PROJECT DISTINCT to examine the importance of clarity and focus, today Scott McKain reveals a tool that can help you — the High Concept. As you seek to sharpen your clarity, the specific steps that Scott outlines today will help you center your efforts on what’s really important to your team and your customers. Learn more about yo…
 
Nate Regier was trying to sell to a particular CEO who kept poking holes in everything he was saying. Nate was trying to backpedal and explain but things just kept getting worse and worse. Finally, the CEO pushes Nate to the point where Nate decides not to compromise any further because it would no longer make him feel any integrity in the work tha…
 
Following up on your comments and questions about yesterday’s episode, today we will drill deeper into the subjects of focus and clarity. Scott McKain starts today with a rant about non-focused organizations and professionals, then provides the example of High Point University as proof that every type of organization can grow when it first strives …
 
No one could have ever predicted what would happen in 2020. Aside from the pandemic and its impact on the global economy, unemployment, remote learning and a host of other issues, there are also widespread cries to end systemic racism, fires and natural disasters and a tumultuous presidential election. It’s more than anyone could ever have imagined…
 
Have you ever been at a business meeting with a client or colleagues and wondered, “should I order wine? What wine do I get? How many should I drink?” Mixing business with alcohol can be tricky and sometimes an awkward subject. Host Steve Walker welcomes guest Jim Schleckser, author of the new book Professional Drinking: A Spirited Guide to Wine, C…
 
Espen Klausen, Ph.D., is back on the show! In case you’re not familiar with this frequent guest, Espen is a licensed psychologist and speaker based in Fond du Lac, Wisconsin. His work in public community mental health includes individuals, couples, and family therapy with clients of all ages and he conducts psychological assessments. He is the lead…
 
Jim Tincher, CCXP, is a nationally recognized customer experience thought leader, journey mapping expert, keynote speaker and author. Jim led customer experience programs at Best Buy and United Health Group before launching his innovative CX consultancy, Heart of the Customer, which helps start-ups to Fortune 50 organizations use voice of the custo…
 
When a customer or prospect asks you that all-important question — “What do you do?” — how do YOU answer? Scott McKain conducted research to try to ascertain what the differences are between elite performers and those who were doing very well, but weren’t at the highest level of their respective profession. Today’s PROJECT DISTINCT reveals the answ…
 
Learn about talking to customers in uncertain times, a remarkable credit card experience, and the power of Cracker Jack-esque surprises. Bite-Sized Delight From the Episode: • Concrete Communication in Uncertain Times - Using concrete, specific language helps give customers confidence in your ability to help them navigate uncertain times. • The App…
 
Today we’re going to talk about agility in how you deliver customer experiences. While customer experience always requires a sharp focus on listening and adapting to customer needs, most companies have had to make much larger changes recently due to COVID-19 and the different rules of operation. To talk about this in more depth, I thought we’d expl…
 
Erica and Brian answer the question “where should community live in an organization?” and detail the pros and cons of each department. Where should the community live?: Brian’s talk on customer support community strategy Episode 4 about Customer Experience Aftershow: Pink Whitney Breckenridge Whiskey Arnold Palmer commercial Sponsored by: Localist’…
 
While it might not seem that the legendary “stylin', profilin', limousine riding, jet flying, kiss-stealing, wheelin' n' dealin' son of a gun” known as the “Nature Boy” in pro wrestling would even possess a philosophy on business, today’s PROJECT DISTINCT reveals one of significant impact for every professional. If you want a distinctive, champions…
 
Yesterday on PROJECT DISTINCT, 6-time NYT bestselling author and Fox News Contributor, Larry Winget, joined Scott McKain to talk about the biggest challenges facing leaders in businesses of all sizes and industries. Today — it’s all about solutions! It’s an episode that may help you solve the problems you’re encountering! Learn more about your ad c…
 
What are the biggest problems facing leaders in business today? Regardless of the size of the operation — or your role in it — what challenges transcend all businesses? On today’s PROJECT DISTINCT to tackle this critical topic, Scott McKain welcomes one of his partners at the Ultimate Business Summit, the six-time New York Times bestselling author …
 
Stephanie Reeves Millner is Vice President of CX Management at Teleperformance US. She is also a board member of TP Women and she is based in Phoenix, Arizona. One of her key areas of focus is American retail which is an industry that has seen a lot of change in the past 6 months. On the podcast Stephanie talks about retail innovation and how retai…
 
So many are talking about the importance of the “hustle” on social media, Inc. Magazine asks if we’ve devolved it into “hustle porn.” There’s no doubt we need to make an effort to attain success — but, is there a problem with all the 10Xing and the “hustle”? In today’s episode, Scott McKain shares what really matters as we seek to create distinctio…
 
Whether it is blind adherence to (perhaps outdated) company policies or misguided attempts to communicate technical information to non-technically oriented buyers, we often irritate and confuse our customers. Today’s PROJECT DISTINCT tackles that issue, as Scott McKain provides some ideas to consider to help remove friction between us and those who…
 
After the IBM Watson team won the Jeopardy challenge, Neil Sahota was fighting for the ecosystem model to try to open up the platform. A lot of the people was trying to engage the tech people, but Neil was trying to target the businesspeople. According to Neil, the businesspeople understood the problems more, they were on the ground, and if they we…
 
We hear top leaders complimented all the time with the accolade that they are “visionary.” But, what does that really mean? Is it important to the success of our business or career? And, if so, how do we become visionary? On today’s PROJECT DISTINCT, Scott McKain focuses on a part of the new book, “Do Business Better” by his friend, Damian Mason. (…
 
Thursday 10th September is the day when we ask “RUOK?” It’s been a bloody struggle for everyone. Being a leader the pressure of making sure your team are okay has impacted on your only mental health. It’s important to be honest with yourself, seek out help or at least have a cuppa with a friend and tell them how you are feeling. Don’t shrug it off …
 
Mike Welsh is the Chief Creative Officer at Mobiquity, leading a team of experienced architects, experienced designers and conversational designers to deliver engaging and compelling solutions in collaboration with engineers who bring these solutions to life. He has been doing this for over 27 years, having joined Mobiquity near its beginning. Mike…
 
In this episode I spoke with Chris Dickey, the founder of Visably, a new tool for measuring search visibility for your brand. We’re not talking SEO though, this approach takes into account SEO, PR, and other exposure you can get on other sites. The idea being that if you can’t get your own pages on page 1 of search, can you get your brand on the pa…
 
These past few years have seen some amazing changes in the customer experience space. And these past few months responding to the COVID pandemic has tested and proven the importance of CX. As our understanding of customers’ needs becomes more refined, experience management professionals are finding ways to innovate, setting trends that help further…
 
With all of the global crises that have happened this year, people are stressed and we’re finding ourselves in the middle of a great divide when it comes to our perspectives on many important topics and it’s certainly having an impact on how we’re able to be a voice of influence. In this episode, Rosanne and I discuss the growing lack of respect an…
 
The COVID-19 pandemic may have upended nearly everything about how we live and work, but it hasn’t stopped innovation. While many people and businesses are struggling to stay afloat and work through their day-to-day issues, Lisa Bodell, founder and CEO of FutureThink, says there’s never been a better time to be innovative. She views COVID-19 as the…
 
Loading …

Quick Reference Guide

Copyright 2020 | Sitemap | Privacy Policy | Terms of Service
Google login Twitter login Classic login