Prioritize Customer Dignity, Listen to First-hand Accounts, and Turn One-time Customers into Loyal Regulars

How to Measure the Extraordinary in an Experience-driven Economy: Recently, I had the pleasure of speaking with neuroscientist, professor, speaker, author, and cofounder of , . Listen to this fascinating podcast episode, in which Paul and I discuss everything from honing in on your company or product’s... by The Chief Customer Officer Human Duct Tape Show

45 min listen

Customer-centric Companies Are Employee-centric: As we head into the new year, I ask that you revisit this podcast episode, where you’ll find many more valuable gems from my friend, Curtis Kopf. Your business—and your customers—will thank you. In my conversation with , the Chief Experience... by The Chief Customer Officer Human Duct Tape Show

45 min listen

What I Know: Shared Memories Build Bonds: As you’re developing what you develop your products, your services, know that—in your communication, you have a wonderful opportunity to rise above—to show who you are as people in how you communicate shared memories. by The Chief Customer Officer Human Duct Tape Show

5 min listen

First Things First: Get the Fundamental Customer Experience Right: In this conversation with Matt Baer—Chief Digital and Customer Officer at the longstanding, iconic retailer Macy’s—shares key insights on the importance of getting the fundamental customer experience right before anything else. by The Chief Customer Officer Human Duct Tape Show

50 min listen

How Can You Improve Employee Experience Within a HealthCare Nonprofit?: In this conversation with , Chief Executive Officer at , Cassandra shares some high-level insights regarding the employee experience transformation at Sharp HealthCare and the ways in which this multilayered process impacted business operations and... by The Chief Customer Officer Human Duct Tape Show

52 min listen

What I Know: Lead for Admirable Growth: How are you taking steps to deliver what you do? Are you willing to step outside the bounds of what everybody else does? And take an ADMIRABLE action in how you do it? by The Chief Customer Officer Human Duct Tape Show

5 min listen

Are You Improving Employee and Customer Experience Simultaneously?: Lynda Firey-Oldroyd, CCO of Topgolf speaks on previous career successes at blue chip companies and details the importance of employee and customer experience at TopGolf. by The Chief Customer Officer Human Duct Tape Show

43 min listen

What I Know: “One Version of the Truth" is Critical: In order to move from where you are, you need to all agree on where you’ve begun. “One version of the truth" is critical. In this episode, I share an exercise you can do with your team to start the process of understanding your organization’s... by The Chief Customer Officer Human Duct Tape Show

9 min listen

A CCO's Role Goes Beyond Customer Experience to Change Management: In this conversation with , the CCO at , who has been with the organization for over 30 years, we discuss how digitizing the sales operations has impacted this B2B business in the post-pandemic world. Those of you in the B2B industry will enjoy this... by The Chief Customer Officer Human Duct Tape Show

31 min listen

What I Know: You MUST Do the Customer Math: Doing customer math rallies your team not only to ask, “Did we earn more customers than we lost?” But it pushes everybody to care about the why. Find out why in this video. by The Chief Customer Officer Human Duct Tape Show

10 min listen

What I Know: Dance With the Power Core: To get traction that becomes foundation to the way that people lead, you must understand the cores of power inside the organization. In this episode, I share examples of how to partner—or dance—with the power core. by The Chief Customer Officer Human Duct Tape Show

5 min listen

Develop a 90-Day Plan for Your Customer Experience Transformation: In this conversation, Christopher McShane, the senior vice president of customer experience at Serta Simmons Bedding chats with me about how he helped his team understand weak points in their operations. We spoke about a 90-Day plan he implented and... by The Chief Customer Officer Human Duct Tape Show

39 min listen

What I Know: Customer Experience is Floundering: What I know is that customer experience is floundering. We are focusing on the mechanics instead of the meaning of the work. At the end of the day, customer experience is about leading. It’s about leadership. It’s about finding a way to guide your... by The Chief Customer Officer Human Duct Tape Show

5 min listen

What I Know: Everybody Needs a Little Pixie Dust: What I know is that everybody needs a little pixie dust. When you do things that are unexpected for your customers, they remember you and it bonds you to them. So I want to share some of my favorite pixie dust moments back from . by The Chief Customer Officer Human Duct Tape Show

4 min listen

What I Know: Goal Map, Not Journey Map Pt. 2: What I know is that goal mapping not journey mapping is a new way of leading, uniting your organization and earning the right to customer driven-growth. Goal mapping will drive you to reflect on new customer-driven KPIs. Thinking about: how will... by The Chief Customer Officer Human Duct Tape Show

17 min listen

What I Know: GOAL Map, Not Journey Map Pt. 1 by The Chief Customer Officer Human Duct Tape Show

6 min listen

What I Know: Principles Must Be Lived: Principles shouldn’t just be words on a wall. They should be used to lead. In this episode, I share a powerful example from my time at Land’s End. by The Chief Customer Officer Human Duct Tape Show

11 min listen

Use Technology and Empathy to Improve Customer Experience: In a recent Linkedin Live conversation, I spoke with , a senior customer experience strategist and business consultant at Her previous experience includes work with brands including Salesforce, Hulu, Marriott, General Motors, General Electric, and... by The Chief Customer Officer Human Duct Tape Show

49 min listen

4 Tips for Thinking Through Your Big-Picture CX Strategy: In my conversation with , the Chief Experience Officer at , we discuss thought processes and strategies that go into navigating successful CX transformations. Curtis is a seasoned leader and CX practitioner who’s worked across a few different... by The Chief Customer Officer Human Duct Tape Show

45 min listen

Assess Your Customer Experience Consistency and Stay Inspired in Your Work: “Connect with people as humans, get to know them a little bit personally, so that you have a connection, so that when times become tough and you've got to challenge them, they feel like they're in a safe zone to do that,” says in our recent ... by The Chief Customer Officer Human Duct Tape Show

48 min listen

Enhancing CX Initiatives Within a Bureaucracy? Learn How to Leverage Opportunities: When it comes to implementing customer experience enhancements across your organization, how do you know if your efforts are successful? In this conversation that I'm revisiting with , Deputy Chief Veterans Experience Officer at , Barbara shares some... by The Chief Customer Officer Human Duct Tape Show

55 min listen

Enhance Customer Experience Through Employee Engagement and Culture Development: In this conversation, you’ll hear from two leaders who have led transformative initiatives at organizations that have global reach: , VP of Consumer UX at Google and Darryl Speach, who at the time of our conversation was Chief Customer Officer of... by The Chief Customer Officer Human Duct Tape Show

44 min listen

Develop a CX Transformation Strategy by Focusing on Root Issues: How can we practically put measures in place to improve customer experience for organizations in which the internal and external stakeholders see results? In today’s podcast episode, I revisit two interviews I held with women who were leading CX... by The Chief Customer Officer Human Duct Tape Show

47 min listen

4 Ways to Strengthen CX Leadership in Purpose-Driven Work: Today’s compilation features two brief segments from , co-author of and , and CCO of . Both leaders speak on the importance of connecting to their work. This is a great episode in which we're able to really dig more deeply into the ways you can ... by The Chief Customer Officer Human Duct Tape Show

39 min listen

4 CX Principles from Jon Picoult to Turn Customers into Lifelong Fans: “I think the most successful chief customer officers are the ones who realize their job is to make heroes of other people,” says , founder of and author of . In this episode, Jon and I explore a few of the principles from his book to improve... by The Chief Customer Officer Human Duct Tape Show

45 min listen

To Improve B2B Customer Experience, Solidify Your Employee Experience and Internal Culture: Today's episode features a compilation from two leaders in the B2B industry who decided to grow their company through focused CX efforts, while placing a strong importance on team and employee development. You’ll hear from Andy Schulkind, the VP of... by The Chief Customer Officer Human Duct Tape Show

54 min listen

Be Deliberate With Your CX: Create Excellence and Know What the Customer Wants: While I’m on vacation, I want to replay this podcast and leave you with a few valuable gems from Horst Schulze to inspire us in the new year. Horst is the founder and former CEO of the Capella Hotel Group, Co-founder & Former COO of... by The Chief Customer Officer Human Duct Tape Show

42 min listen

5 Ways to Earn Customer Growth with Fred Reichheld (Creator of the NPS Management System): “I preach to people to stop linking net promoter to bonuses and stop making it into a target, which makes it the objective as opposed to a learning process,” says , New York Times best-selling author, customer loyalty guru, and creator of the Net... by The Chief Customer Officer Human Duct Tape Show

49 min listen

Improving Customer Experience in the Food and Quick Service Restaurant Industry: In this compilation episode, I'm revisiting conversations with Sherif Mityas, CXO at TGI Fridays, and Troy Barnes, Chief Customer Officer at Pizza Hut Asia Pacific. Their high-level positions had them entrenched in work in which they oversaw CX... by The Chief Customer Officer Human Duct Tape Show

48 min listen

Your Customer Success Needs to be a Key Indicator of Your Organization's Success: Nathan and I discuss some of the principals behind BILT’s success, one of them being that they measure it by their own customer’s success. BILT is a customer experience platform. It operates as an app that provides a 3D assembly experience for... by The Chief Customer Officer Human Duct Tape Show

47 min listen

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Prioritize Customer Dignity, Listen to First-hand Accounts, and Turn One-time Customers into Loyal Regulars

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