One of the big challenges in Customer Experience is managing all of the changing initiatives that are simply a way of life among competitive companies today. There is huge pressure at all levels of just about every organization to innovate. Do something new. The pressure to constantly innovate has become business as usual. With every department ...…

What happens when a data whiz teams up with a policy and communications guru? Turns out it’s a very happy marriage – both literally and figuratively in a customer experience and business sense. My guest today, Gary Edwards, is ½ of Golfdale Consulting. Here’s why I wanted you to meet Golfdale, and Gary. In This Episode We Discuss: a) How you ma ...…

Can we draw a line between Customer Experience, a company’s overall reputation, and an organization’s overall business performance? While the answer is “yes,” just how specifically we can do that might surprise you. We all know that providing incredible Customer Experience is the right thing to do. This episode’s guest, Stephen Hahn-Griffiths, ...…

This Week’s Guest, Jeanne Bliss This week I sat down with Jeanne Bliss, best selling author of I Love You More Than My Dog, Chief Customer Officer, Chief Customer Officer 2.0, and her latest book, Would You Do That to Your Mother, the Make-Mom-Proud Standard for How to Treat Your Customers. Warning – listening to this episode could seriously im ...…

Fair warning: You’re going to want to quit your job and go work at Saje Wellness once you listen to this episode. Great Interview I was thrilled to be able to speak to two powerhouses in retail and digital customer experience. Kate Ross LeBlanc is the co-founder and CEO of Saje Natural Wellness, and Katie Drechsel is VP of Marketing at Saje. Bo ...…

Casper. The Sleep Company I’m really excited to share this conversation with Michael Kim, the Sr. Director of Customer Strategy and Planning for…Casper! The Sleep Company! I’m a huge fan of Casper, ever since they supported some of my favorite podcasts, including Grownups Read Things They Wrote as Kids (if you’re not familiar with that podcast, ...…

What’s Unique about This Episode… Our guest, Peter Aceto, is the President and CEO of Tangerine Bank. He was incredibly open about what it takes to foster genuine customer (or in their language, client) centricity in an organization. Not to give away the ending, but it’s not an easy thing to do (as you always hear me say, “If it was easy, more ...…

As this episode is published close to Thanksgiving, It’s only appropriate that I express my gratitude to my wonderful guests, as well as my listeners. Podcasting is a journey of sharing, and bringing together. I feel humbled at the support I’ve received. Thank you to all. These first 6 podcast episodes have been packed with information and insi ...…

You may know Doug as the author of the best selling book, “Nice Guys Finish First,”(click here to get your copy from Amazon.com). Doug is also host of the wonderfully successful podcast, “Nice Guys on Business Podcast.” Doug is a specialist on helping companies build great business relationships based on the foundation of being nice by speciali ...…

Arleen King is Senior Vice President of Customer Experience at TELUS, and is the real deal when it comes to creating a customer centric culture. Arleen supports more than 6,000 team members in Canada, and 2,800 team members internationally. Her teams go on to provide exceptional customer experience to TELUS’ 13.9 million customer connections – ...…

[bctt tweet=”Great #CustomerExperience doesn’t mean sacrificing great #Sales. TY @MikeAoki for being a guest on our #podcast!” username=”CustExpPodcast”] Our guest, Mike Aoki is the President of Reflective Keynotes Inc., a Toronto-based customer service and sales training company that helps organizations improve both sales, as well as the exper ...…

[bctt tweet=”I just listened to @JeanneBliss talk #CustomerExperience on @Patperdue’s Customer Experience Podcast” username=”CustExpPodcast”] Jeanne Bliss is the President of CustomerBliss, where she guides the C-Suite and Chief Customer Officers around the world on earning business growth by improving customers’ lives. Her clients include: AAA ...…

Shep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. Shep works with companies and organizati ...…

Afshan Kinder is a partner at Switchgear Consulting, a firm dedicated to helping organizations lead transformational change driven by a need to enhance the customer experience. Afshan has spent her career working with organizations that have set a high standard for customer excellence, and is in demand globally from leading brands that are comm ...…

Delivering great customer experience, every time, is really hard to do. Whether it’s over the phone, over social media, or apps on your smartphone, or in person, there are some companies who are just really good at this. This show looks at what they’re doing differently to make their customers love them, and introduces...…