CX Pulse Check - August 2024

Experience Action

Ready for another CX Pulse Check? Special Co-host David Avrin joins Jeannie Walters on Experience Action to highlight current events and innovations in customer experience (CX) and discuss their impact for CX leaders.
What would our world look like if businesses prioritized protecting their service workers from abusive customers? First, we navigate a cultural revolution in Japan, where companies are redefining traditional norms to support their employees. We dive into how global demands for speed and convenience contribute to harsh behaviors, and Jeannie shares a personal story from an ER visit with her son, shedding light on the surprising gratitude service workers express for basic politeness—revealing much about our societal values.
Ever wondered why your favorite childhood snacks just don't feel the same anymore? In this episode, we expose the frustrating realities of skimflation and shrinkflation, using the shrinking Bazooka gum as a stark example. From hidden fees to tipping expectations, we also discuss the transparency customers crave and how businesses can avoid short-term pitfalls for long-term gains.
Lastly, we discuss parallels between Olympians and entrepreneurs. There's always an "audience" and "judges" to compete! This episode is packed with insights to help businesses create smoother, more satisfying customer experiences.
About David Avrin:
One of the most in-demand Customer Experience speakers and consultants in the world today, David Avrin, CSP, Global Speaking Fellow, has shared his content-rich, entertaining and actionable presentations with enthusiastic audiences across North America and in 24 countries around the world. David helps organizations better understand and connect with their changing customers and clients to help future-proof their businesses.
David's insights have been featured on thousands of media outlets around the world. He is also the author of seven books including the acclaimed: It's Not Who You Know, It's Who Knows You!, Why Customers Leave (and How to Win Them Back), The Morning Huddle, and his newest book, Ridiculously Easy to Do Business With.
Follow David on...
LinkedIn: https://www.linkedin.com/in/davidavrin/
Facebook: https://www.facebook.com/DavidAvrinFans
Instagram: https://www.instagram.com/therealdavidavrin
YouTube: https://www.youtube.com/channel/UCtH4DdaOhbturnA9OI80kPw
Articles Mentioned:
In Japan, Turning the Tables on Rude Customers (The New York Times)
Chipotle customers were right — some restaurants were skimping, CEO says (CBS News)
Parallels Between Olympians and Entrepreneurs (Medium)
Resources Mentioned:
Experience Investigators Website -- experienceinvestigators.com

Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

Chapters

1. CX Pulse Check - August 2024 (00:00:00)

2. Cultural Shift in Customer Service Abuse (00:00:09)

3. Customer Dissatisfaction With Skimflation and Shrinkflation (00:12:58)

4. Enhancing Customer Experience Through Collaboration (00:26:49)