35 min listen
The Alien and Clark Kent: Demystifying CX Leadership from AAA's Head of CX, Bryan Sander
The Alien and Clark Kent: Demystifying CX Leadership from AAA's Head of CX, Bryan Sander
ratings:
Length:
47 minutes
Released:
Dec 7, 2023
Format:
Podcast episode
Description
What if you 1 in 4 Americans relied on the experience you led?60,000,000 Americans rely on AAA for their roadside assistance when things don't go as planned. Bryan Sander, CCXP MBA, leads customer experience for AAA and joins me on the Delighted Customers Podcast (episode will drop tomorrow). Bryan's advice for CX leaders interested in strategies for growing credibility?He's assembled a CX team of over people helping AAA deliver outstanding and consistently good experiences to their members.Bryan is one of the sharpest minds among CX practitioners who I've ever met. You will not want to miss a minute.Tons of practical insights from one of my favorite CX leaders including:? Use of ROI models and financial tooling to show the CX impact? Understanding how the Rider and the Elephant metaphor can help you influence decision-makers? The Alien and Clark Kent? Bryan's opinion of Fred Reichheld's Earned Growth ModelPowerful!Subscribe to The Delighted Customer Podcast so you don't miss an episode: https://www.empoweredcx.com/podcast Subscribe to The Delighted Customer Newsletter for practical tips and insights: https://www.empoweredcx.com/delightedcustomersnewsletter
Released:
Dec 7, 2023
Format:
Podcast episode
Titles in the series (88)
The First Ever Degree in Customer Experience Management - Dr Tom DeWitt, MSU Professor: Dr. Tom DeWitt, trailblazer and Director of CXM@MSU, talks about why it was time to launch a Masters of Science in Customer Experience Management (CXM) at Michigan State University. He shares some powerful realities about why companies should lead wit by The Delighted Customers Podcast with Mark Slatin