DateTime Object ( [date] => 2021-04-17 08:33:19.602791 [timezone_type] => 3 [timezone] => UTC )
  • Episode 10 - Define your Brand Narrative with Elizabeth McCumber

    To drive a consistent message and customer experience, an important consideration is to tightly define your brand narrative so that the story remains consistently on message, particularly at the front line. Elizabeth shares some ideas to define your brand narrative and cascade it across your organization.

    Elizabeth is a content strategist focused on bringing authenticity to every level of brand communication. An advocate for “squirm-free” experiences, she prioritizes delivering value over all else and helps brands clarify their messaging to better connect with customers.

    Listen more episodes at https://thecustomer.guru/

    Powered By Propulo Consulting: https://propulo.com/

    Learn more about your ad choices. Visit megaphone.fm/adchoices

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    The art of balancing creativity, innovation and collaboration will bring you a rejuvenated path of performance. Today we are in conversation with artist, author and CEO Francis Cholle who advocates for a holistic approach in your work, in order to achieve augmented intelligence. Tune in to learn how to move your life from the golf course to the jungle and how to put your systematic square into your creative circle!

    Francis Cholle, Founder & CEO at SQUIRCLE ACADEMY

    Francis is a Wall Street Journal Best Selling author and international management consultant. He uses deep human learning and cognitive science to help Fortune 500 leaders and organizations solve complex problems and thrive in disruption. 250,000 decision makers around the world have learned his groundbreaking science-based approach to business performance, inspired by nature.

    For More Information: https://thehumancompany.com/

    More Episodes: https://www.thecustomer.guru/

    Powered by Propulo Consulting: https://www.propulo.com/

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  • The art of balancing creativity, innovation and collaboration will bring...
  • Array ( [id] => b3612b80-7aaa-11eb-99f3-db9ccf13d9f7 [createdAt] => 2021-03-01T16:25:13.731Z [updatedAt] => 2021-03-08T20:07:49.702Z [title] => Episode 22 - The Impact of Civility on Workplace Culture & CX with Dr. Lewena Bayer [pubdate] => 2021-03-04T14:00:00.000Z [link] => https://thecustomer.guru/ [author] => Eric A. Michrowski [imageFile] => https://megaphone.imgix.net/podcasts/b3612b80-7aaa-11eb-99f3-db9ccf13d9f7/image/uploads_2F1614620719525-vt4svg8c7mn-904819d0321e0a61585a024bc4cc8227_2FThe%2BCX%2BGuru_Dr.%2BLewena%2BBayer_3.png?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => 2 [episodeNumber] => 22 [subtitle] => Powered by Propulo Consulting [summary] =>

    In conversation with Dr. Lewena Bayer, regarding the importance of workplace civility to improve employee experience. Today's discussion revolves around the effect of communication between co-workers, and equality in work environments to improve workplace culture. Topics discovered include the definitions of civility and how to measure it, the case for civility in the business setting and how it impacts Customer Experience (CX) outcomes. To learn how to develop civility competencies such social intelligence and cultural competence - tune in!

    Dr. Lewena Bayer, CEO of Civility Experts Inc.

    For more than 20 years Dr. Lewena Bayer, CEO of Civility Experts Inc., 16-time published author and thought leader, has been striving to build better communities and workplaces all over the world. Lew, who believes that civility is its own reward, has been internationally recognized as a leading expert on civility in the workplace. With a focus on social intelligence and culturally-competent communication, the team at Civility Experts Inc. – which includes 501 affiliates in 48 countries has supported 1000s of organizations in building better workplaces.

    For more Information visit Civility Experts and Lewena Baker.

    For More Episodes visit The CX Guru

    Powered by Propulo Consulting

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  • In conversation with Dr. Lewena Bayer, regarding the importance of...
  • Array ( [id] => a695a48e-721d-11eb-a6db-bb06505cf2ca [createdAt] => 2021-02-18T19:15:23.921Z [updatedAt] => 2021-02-18T19:25:16.616Z [title] => Episode 21 - The power of words and conversations in CX with Grant Packard [pubdate] => 2021-02-18T19:17:26.000Z [link] => https://thecustomer.guru/ [author] => Eric A. Michrowski [imageFile] => https://megaphone.imgix.net/podcasts/a695a48e-721d-11eb-a6db-bb06505cf2ca/image/uploads_2F1613675647861-6wrfclf6kzb-cfabfe3ca612621f3b847c7635dd83b9_2FThe%2BCX%2BGuru_Grant%2BPackard_3.png?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => 2 [episodeNumber] => 21 [subtitle] => Powered By Propulo Consulting [summary] =>

    Today we are exploring the power of words and conversations to drive Customer Experience. Grant Packard has done some exceptional research that demonstrates how a few changes to words and conversations can have a substantial impact on customer experience and outcomes. He shares 3 examples that are easy to train and cascade within your teams and that can help improve how you deliver your customer journeys. Conversations occur every day through in person, phone and electronic channels – improve their impact!

    Grant Packard is an Associate Professor of Marketing at York University’s Schulich School of Business in Toronto, Canada. His research expertise is in the language of consumption and marketing. He principally studies the language people use in customer service interactions, word of mouth, and cultural products (e.g., song lyrics, written articles). His industry background lies in data-intensive strategies and channels (online, CRM, loyalty programs, research and analytics) in retail, media, entertainment, financial services, and consumer packaged goods. Grant’s research has been covered by outlets including The Atlantic, Harvard Business Review, NPR, MIT Sloan Management Review, and The Wall Street Journal. He frequently consults with a variety of organizations and presents at major marketing conferences.

    For More Information: https://www.grantpackard.com/

    Listen more episodes: https://thecustomer.guru/

    Powered By Propulo Consulting: https://propulo.com/

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  • Today we are exploring the power of words and conversations...
  • Array ( [id] => 678a2a54-5480-11eb-87c7-0f5e39a1697b [createdAt] => 2021-01-12T02:46:43.441Z [updatedAt] => 2021-02-04T02:11:06.995Z [title] => Episode 20 – Diversity & Inclusion: A critical enabler for Service Experience with Dr. Victoria Mattingly [pubdate] => 2021-02-04T14:00:00.000Z [link] => https://thecustomer.guru/ [author] => Eric A. Michrowski [imageFile] => https://megaphone.imgix.net/podcasts/678a2a54-5480-11eb-87c7-0f5e39a1697b/image/uploads_2F1610419586811-dwd083w1po-de961e9068ff39b00a6f6b55bdaf1d5c_2FThe%2BCX%2BGuru_Dr.%2BVictoria%2BMattingly_3.png?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => 2 [episodeNumber] => 20 [subtitle] => Powered By Propulo Consulting [summary] =>

    Diversity and Inclusion are critical levers of business success yet too few companies are driving real impact. Today we explore tangible strategies to maximize the benefit on Customer Experience loyalty and tactics to drive diversity and inclusion in every workplace. It’s more than a business imperative – it’s a critical consideration to any organization’s customer experience strategy. Dr. Victoria Mattingly shares some thought provoking insights from research to demonstrate the need and approaches that yield tangible business outcomes.

    Dr. Victoria Mattingly has been providing diversity, equity, and inclusion (DEI) and learning & development consulting services to businesses and non-profit organizations for over 10 years. She has built and implemented DEI solutions with companies such as Intel, American Eagle, Sargent & Lundy, Project Management Institute, and Forte Foundation. Dr. Mattingly is founder and CEO of Mattingly Solutions, a woman-owned DEI consulting firm specializing in research and implementation of workplace interventions that result in happier employees, better leaders, healthier company cultures, and a more inclusive and equitable workforce. She is a subject matter expert on measuring and developing inclusive behaviors and allyship—having wrote her dissertation on the build and evaluation of an executive allyship training program and continuing her allyship work in the form of corporate training, keynotes, webinars, and her virtual course, Ally Up, which has been taken by over 3600 students.

    Connect with Dr. Mattingly on LinkedIn and www.mattinglysolutions.com

    Listen more episodes: https://thecustomer.guru/

    Powered By Propulo Consulting: https://propulo.com/

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  • Diversity and Inclusion are critical levers of business success yet...
  • Array ( [id] => b6a6d71a-539d-11eb-97c8-332b0dac2f08 [createdAt] => 2021-01-10T23:44:00.412Z [updatedAt] => 2021-01-11T17:53:42.918Z [title] => Episode 19 – Differentiate through a Change Ready Organization with Campbell Macpherson [pubdate] => 2021-01-21T14:00:00.000Z [link] => https://thecustomer.guru/ [author] => Eric A. Michrowski [imageFile] => https://megaphone.imgix.net/podcasts/b6a6d71a-539d-11eb-97c8-332b0dac2f08/image/uploads_2F1610327229509-3n2c0v2rtiy-c05f6777bff54e1473a7a5a2fa30d07f_2FThe%2BCX%2BGuru_Campbell%2BMacpherson_3.png?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => 2 [episodeNumber] => 19 [subtitle] => Powered By Propulo Consulting [summary] =>

    Organizational Change is inevitable, and it is key to success in Customer Experinece. Today, our special guest Campbell Macpherson, shares his insights on the power to change, how to embrace change, strategies to drive sustainable change, the ability to be resilient and employee involvement.

    Campbell Macpherson is an international business advisor, keynote speaker, Executive Fellow of Henley Business School and award-winning author.

    His first book, ‘The Change Catalyst’ (Wiley 2017), is about leading change and was the UK's 2018 Business Book of the Year’. His second ‘The Power to Change’ (how to embrace change and make it work for you) has recently been published by Kogan Page.

    Campbell runs workshops and webinars worldwide for leaders on 'leading change' and employees on 'embracing change' based on the content of his books.

    Campbell's career has spanned the UK, Europe, US, Asia, Australia & the Middle East for organizations that include some of the world's largest financial services organizations and brands. He started his many careers flying jest (badly) in the Royal Australian Air Force.

    For more information: www.changeandstrategy.com

    Listen more episodes: https://thecustomer.guru/

    Powered By Propulo Consulting: https://propulo.com/

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  • Organizational Change is inevitable, and it is key to success...
  • Array ( [id] => 4da7f416-50f9-11eb-8b5e-9f53532a5df1 [createdAt] => 2021-01-07T15:02:04.470Z [updatedAt] => 2021-01-07T16:12:57.172Z [title] => Episode 18 - Luxury Hotel Service Experience: Tactics to Differentiate with Adam Knight [pubdate] => 2021-01-07T14:52:00.000Z [link] => https://thecustomer.guru/ [author] => Eric A. Michrowski [imageFile] => https://megaphone.imgix.net/podcasts/4da7f416-50f9-11eb-8b5e-9f53532a5df1/image/uploads_2F1610031478446-svko5q7s6i-4cb755066683bc720073f0daf6aac4ad_2FThe%2BCX%2BGuru_Adam_3.png?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => 2 [episodeNumber] => 18 [subtitle] => Powered By Propulo Consulting [summary] =>

    Today we are conversation with an experienced luxury hotelier to capture insights on how to differentiate in the service experience space. Exploring the tactics to create magic to differentiate at the high end of the service experience market. He shares thoughts on how hotels engage all 5 senses, innovation in service, maximizing the impact of each touchpoint and strategies to emerge from the current pandemic.

    Adam is the Principal at Knowing Hospitality, a full service hotel management company that operates hotels on behalf of owners and lenders. He brings 25 years experience across luxury brands and independent companies. 

    A hospitality veteran and operations expert, he has lived and worked all over North America and the Caribbean. He loves the left brain/right brain dichotomy of the hospitality industry. One minute you’re diving into a P&L, the next you’re tasting the new seasonal menu in the restaurant. His passion lies in understanding how things work and making them better, be it small service experiences or large-scale project management.

    For more information: https://knowinghospitality.com/

    Listen more episodes: https://thecustomer.guru/

    Powered By Propulo Consulting: https://propulo.com/

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  • Today we are conversation with an experienced luxury hotelier to...
  • Array ( [id] => 41973644-464c-11eb-b18d-93f5d3f122b0 [createdAt] => 2020-12-25T00:58:09.664Z [updatedAt] => 2020-12-29T08:41:36.412Z [title] => Holiday Special Episode 17 - The Top 8 from 2020: Key insights from The CX Guru [pubdate] => 2020-12-25T00:06:00.000Z [link] => https://thecustomer.guru/ [author] => Eric A. Michrowski [imageFile] => https://megaphone.imgix.net/podcasts/41973644-464c-11eb-b18d-93f5d3f122b0/image/uploads_2F1608859419334-4h79lbsfjae-4947215506ef0098217c40ddc30b4fd2_2FThe%2BCX%2BGuru_Hoilday_3.png?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => 1 [episodeNumber] => 17 [subtitle] => Powered By Propulo Consulting [summary] =>

    A year in review. The CX Guru’s Top 8 themes and ideas from our 2020 season! Get caught up with the ideas that will help you leave a legacy in 2021! Happy Holidays! 

    Listen more episodes: https://thecustomer.guru/

    Powered By Propulo Consulting: https://propulo.com/

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  • A year in review. The CX Guru’s Top 8 themes...
  • Array ( [id] => 783899e2-3812-11eb-9b68-5f98d32c0eec [createdAt] => 2020-12-06T22:29:14.228Z [updatedAt] => 2020-12-06T22:30:48.787Z [title] => Episode 16 - When you Care Enough: Customer Experience Insights from Hallmark with Ted Stodolka [pubdate] => 2020-12-10T14:00:00.000Z [link] => https://thecustomer.guru/ [author] => Eric A. Michrowski [imageFile] => https://megaphone.imgix.net/podcasts/783899e2-3812-11eb-9b68-5f98d32c0eec/image/uploads_2F1607293597172-g4oq725nk1h-0464092d9bf6d5762f850bc4641374bd_2FThe%2BCX%2BGuru_Ted_3.png?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => 1 [episodeNumber] => 16 [subtitle] => Powered By Propulo Consulting [summary] =>

    What better time of the year to be in conversation with Hallmark’s VP of Chief Care Officer, Ted Stodolka! Ted shares some amazing insights on Customer Experience from his journey at both Marriott and Hallmark. He touches on the importance of being easy to work with, how to implement bots successfully and key characteristics that drive strong Customer Experience Cultures. Listen-in to understand the importance of having a strong ‘why’ and one incredibly powerful action leaders can take to drive customer centricity.

    Ted is a Global Strategist who has planned, developed, and operated support centers across Europe, Asia, the Americas, and the Middle East. Adept at planning for and responding to regional nuances in markets and business culture. He has a history of designing services to support new sales and support channels, grooming managers to build top-ranking, highly satisfied sales and service teams, and leading efforts to embrace technologies that foster better collaboration.

    As VP of Care at Hallmark, Ted built a unified global Care strategy that enhances customer relationships through effortless, affirming, touch points along the customer journey. By eliminating effort-filled interactions across the enterprise including marketing, advertising, social media, retail outlets, digital, and loyal programs, cost is reduced, and customer relationships are deepened.

    Through clear KPI measurements, his team has reduced customer contacts by; replacing effort filled marketing efforts with effortless engaging communications, simplified the digital shopping experience, and implemented easy to understand loyalty program changes. These efforts, and others, resulted in material decreases in contacts to Care and reduced operating cost.

    Listen more episodes: https://thecustomer.guru/

    Powered By Propulo Consulting: https://propulo.com/

    [audioFile] => https://megaphone-prod.s3.amazonaws.com/podcasts/89255428-8bd5-11ea-804c-c3291081004e/episodes/783899e2-3812-11eb-9b68-5f98d32c0eec/stripped_c0634e2462053721ed69dcd7e8b54b83.mp3 [downloadUrl] => https://traffic.megaphone.fm/CSN5509884119.mp3 [size] => 21667004 [duration] => 1805.58 [uid] => CSN5509884119 [originalUrl] => [bitrate] => 96 [samplerate] => 44100 [channelMode] => stereo [vbr] => [audioFileProcessing] => [podcastId] => 89255428-8bd5-11ea-804c-c3291081004e [preCount] => 0 [postCount] => 0 [insertionPoints] => Array ( ) [id3File] => https://megaphone-prod.s3.amazonaws.com/podcasts/89255428-8bd5-11ea-804c-c3291081004e/episodes/783899e2-3812-11eb-9b68-5f98d32c0eec/id3/d702eab08711ab5ebc31653c38ae879d.mp3 [id3FileProcessing] => [id3FileSize] => 245184 [parentId] => [guid] => [pubdateTimezone] => Eastern Time (US & Canada) [originalFilename] => CX Guru Ep 16 - Customer Exeprience Leadership with Ted Stodolka.mp3 [preOffset] => 0.0 [postOffset] => 0.0 [spotifyIdentifier] => [expectedAdhash] => [audioFileUpdatedAt] => [draft] => [externalId] => [cleanTitle] => When you Care Enough: Customer Experience Insights from Hallmark with Ted Stodolka [customFields] => [podcastTitle] => The CX Guru [networkId] => 350149ba-8137-11e8-b024-4351158a124b [podcastAuthor] => Eric A. Michrowski [podcastItunesCategories] => Array ( [0] => Business ) [advertisingTags] => Array ( ) [mainFeed] => 1 )
  • What better time of the year to be in conversation...
  • Array ( [id] => 2ed49524-2fae-11eb-a787-8b8dbe137f04 [createdAt] => 2020-11-26T06:11:12.124Z [updatedAt] => 2020-11-26T13:39:47.702Z [title] => Episode 15 - Getting Your Positioning Right to Drive CX with April Dunford [pubdate] => 2020-11-26T13:41:00.000Z [link] => https://thecustomer.guru/ [author] => Eric A. Michrowski [imageFile] => https://megaphone.imgix.net/podcasts/2ed49524-2fae-11eb-a787-8b8dbe137f04/image/uploads_2F1606370903964-fv6zoyrvyzk-cd8a0d829d23fca92bb461c0f287b82b_2FThe%2BCX%2BGuru_April_3.png?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => 1 [episodeNumber] => 15 [subtitle] => Powered By Propulo Consulting [summary] =>

    Today, we are in conversation with April Dunford to explore the importance of starting with a well-defined product or service positioning. Too often, customer experience friction develops when the positioning hasn’t been done well. April presents simple ideas to help better define a product or service from her recent book Obviously Awesome: How to Nair Product Positioning so Customers Get It, Buy It, Love It.

    April Dunford is a consultant and author who helps companies make complicated products easy for customers to understand and love. She is a globally recognized expert in Positioning, having launched 16 products across her 25-year career as VP Marketing at a series of successful startups. She is the author of the best-selling book Obviously Awesome: How to Nail Product Positioning so Customers Get it, Buy it, Love it

    For more information about April: aprildunford.com

    Listen more episodes: https://thecustomer.guru/

    Powered By Propulo Consulting: https://propulo.com/

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  • Today, we are in conversation with April Dunford to explore...
  • Array ( [id] => e7119ba2-249e-11eb-b863-f30066059910 [createdAt] => 2020-11-12T04:24:06.488Z [updatedAt] => 2020-11-26T05:33:20.895Z [title] => Episode 14 - Leading Customer Experience from the Front Line with Clint Mahlman [pubdate] => 2020-11-12T13:30:00.000Z [link] => https://thecustomer.guru/ [author] => Eric A. Michrowski [imageFile] => https://megaphone.imgix.net/podcasts/e7119ba2-249e-11eb-b863-f30066059910/image/uploads_2F1605154787733-f45kprz8shk-74b2d9e3015e88c25a167c65324879b6_2FThe%2BCX%2BGuru_Clint_3.png?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => 1 [episodeNumber] => 14 [subtitle] => Powered By Propulo Consulting [summary] =>

    Today, we are in conversation with Clint Malham, President & COO of London Drugs, one of Canada’s largest retailers. This is a must listen to episode for some phenomenal leadership insights on Customer Experience. Clint brings a strong customer orientation grown from his early work experiences and spends the time at the front-line to make it come to life..

    Clint shares some great examples on how stories help shape a Customer Experience culture. From the new warehouse worker who zoomed out in his Suzuki Swift to catch up with a truck to meet wrapping paper needs before Christmas to the team member that came to the rescue of an elderly customer that needed to make a large appliance work.

    He shares the importance of spending time on the floor, connecting with team members and rolling up his sleeves to bring buggies back to ensuring that his contact centers are never outsourced and always staffed with team members that have been at the front line, interacting with Customers.

    He expands on the future of retail, adapting to the new reality of COVID-19 and the importance of community, including London Drugs’ support of local retailers that were left without a storefront through the pandemic. An illustration of how businesses can support businesses.

    His stories demonstrate the conviction of customer ownership at the top of the organization.

    In his 36 years with London Drugs, Clint has made a lasting impact on many aspects of the business. From part-time stock person to President, Clint has served in a wide range of store and head office roles, enabling him to develop a 360-degree perspective of the business. He is known for his passion for understanding how customer and employee behaviour drives merchandising and operations. 

    He spearheaded the award-winning sustainability and recycling initiatives that have put London Drugs at the forefront of retail in North America. Clint was responsible for the development of early versions of London Drugs’ first management training programs, and for the first Process Re-Engineering initiative. He helped design many of the sales and service initiatives, e-Commerce and loyalty concepts that London Drugs is known for throughout the industry. 

    Clint was selected as one of BC Business Magazine’s top 20 Most Influential People in British Columbia 2013. In 2017, Clint was selected, with London Drugs, as the Retail Council of Canada “Distinguished Retailer of the Year”.

    During his time as President & COO, London Drugs has been recognized by Forbes Magazine as one of Canada’s best employers for four years in a row, and multi-year winner of BC’s Most Trusted Brand, and BC’s most loved brand (of any industry) for a number of years. 

    For more information on London Drugs: https://www.londondrugs.com/

    Listen more episodes: https://thecustomer.guru/

    Powered By Propulo Consulting: https://propulo.com/

    [audioFile] => https://megaphone-prod.s3.amazonaws.com/podcasts/89255428-8bd5-11ea-804c-c3291081004e/episodes/e7119ba2-249e-11eb-b863-f30066059910/stripped_d0f6b19963d1ca03148f9e09ab855f82.mp3 [downloadUrl] => https://traffic.megaphone.fm/CSN8586784310.mp3 [size] => 29568940 [duration] => 2464.08 [uid] => CSN8586784310 [originalUrl] => [bitrate] => 96 [samplerate] => 44100 [channelMode] => stereo [vbr] => [audioFileProcessing] => [podcastId] => 89255428-8bd5-11ea-804c-c3291081004e [preCount] => 0 [postCount] => 0 [insertionPoints] => Array ( ) [id3File] => https://megaphone-prod.s3.amazonaws.com/podcasts/89255428-8bd5-11ea-804c-c3291081004e/episodes/e7119ba2-249e-11eb-b863-f30066059910/id3/f9b530b9bc61d5874714930455b860f9.mp3 [id3FileProcessing] => [id3FileSize] => 247270 [parentId] => [guid] => [pubdateTimezone] => Eastern Time (US & Canada) [originalFilename] => CX Guru Ep 14 - CX Leadership Lessons with Clint Mahlman.mp3 [preOffset] => 0.0 [postOffset] => 0.0 [spotifyIdentifier] => [expectedAdhash] => [audioFileUpdatedAt] => [draft] => [externalId] => [cleanTitle] => Leading Customer Experience from the Front Line with Clint Mahlman [customFields] => [podcastTitle] => The CX Guru [networkId] => 350149ba-8137-11e8-b024-4351158a124b [podcastAuthor] => Eric A. Michrowski [podcastItunesCategories] => Array ( [0] => Business ) [advertisingTags] => Array ( ) [mainFeed] => 1 )
  • Today, we are in conversation with Clint Malham, President &...
  • Array ( [id] => 41ef6652-141a-11eb-8886-5b436dedcb81 [createdAt] => 2020-10-22T03:54:17.264Z [updatedAt] => 2020-11-05T14:18:43.143Z [title] => Episode 13 - Getting the Digital Experience Right with Jason Cranford Teague [pubdate] => 2020-10-29T12:30:00.000Z [link] => https://thecustomer.guru/ [author] => Eric A. Michrowski [imageFile] => https://megaphone.imgix.net/podcasts/41ef6652-141a-11eb-8886-5b436dedcb81/image/uploads_2F1603338649390-j7ogd8dgwm-089ebdb49d2223b38447735a08edcd10_2FThe%2BCX%2BGuru_Jason_3.png?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => 1 [episodeNumber] => 13 [subtitle] => Powered By Propulo Consulting [summary] =>

    In today’s context, nearly all Customer Journeys have a Digital component. The seamlessness of that journey and consistency is so often missed. Today we are in conversation with Jason Cranford Teague, a writer, professor and pioneer in the UX Design space. He shares some insights and ideas on the importance of connecting the journey, building trust in the digital space to maximize the impact to the overall Customer Journey. Too often, the digital experience isn’t fully integrated or isn’t designed for the actual user in mind. Get some ideas to maximize the value you create in the digital customer experience!

    Jason is a creative strategist, writer, and speaker who writes and teaches about digital design and development. He is currently the UX Lead at Rivet Logic and teaches classes on experience design at Drexel University.

    Listen more episodes at https://thecustomer.guru/

    Powered By Propulo Consulting: https://propulo.com/

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  • In today’s context, nearly all Customer Journeys have a Digital...
  • Array ( [id] => 134099fe-0e91-11eb-984d-276b31edb9f5 [createdAt] => 2020-10-15T02:49:42.085Z [updatedAt] => 2020-11-05T14:19:11.474Z [title] => Episode 12 - A Freshly perspective on Customer Experience with Colin Crowley [pubdate] => 2020-10-15T12:30:00.000Z [link] => https://thecustomer.guru/ [author] => Eric A. Michrowski [imageFile] => https://megaphone.imgix.net/podcasts/134099fe-0e91-11eb-984d-276b31edb9f5/image/uploads_2F1602728799965-lgp0nqrnms-53aef154cbf09c6c6be59fe19527c8bc_2FThe%2BCX%2BGuru_Colin_3.png?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => 1 [episodeNumber] => 12 [subtitle] => Powered By Propulo Consulting [summary] =>

    In this episode, Colin Crowley shares his experience and successes in innovating Customer Experience for Freshly, a leader in the digital meal delivery category. He touches on the benefits of a well implemented AI, RPA and Offshoring Strategy. Tune in for some ideas on innovating in the digital space.

    Colin has spent over 10 years in senior leadership roles in e-commerce customer service and is proud to be the inaugural VP of Customer Experience at Freshly, where he directs a 200-person department across five locations in the United States and beyond. He specializes in building customer service departments from the ground-up, with a focus on scalability, infrastructural agility, technological innovation, and gold-standard quality and efficiency. Colin is also an award-winning playwright whose plays have been performed across fifteen states, as well as New York City and London.

    For more information about Freshly at https://www.freshly.com

    Listen more episodes at https://thecustomer.guru/

    Powered By Propulo Consulting: https://propulo.com/

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  • In this episode, Colin Crowley shares his experience and successes...
  • Array ( [id] => de5aebb4-ff35-11ea-888e-f78b5abd77fd [createdAt] => 2020-09-25T13:49:01.694Z [updatedAt] => 2020-11-05T14:19:32.712Z [title] => Episode 11 - Lessons from Service Experience in the Restaurant Industry - COVID-19 and Beyond with Dr. Alex M. Susskind [pubdate] => 2020-10-01T13:00:00.000Z [link] => https://thecustomer.guru/ [author] => Eric A. Michrowski [imageFile] => https://megaphone.imgix.net/podcasts/de5aebb4-ff35-11ea-888e-f78b5abd77fd/image/uploads_2F1601041509575-m564k5qevef-8ac2d9c7d4f8f7d16da3f5eacf87bf87_2FThe%2BCX%2BGuru_Alex_3.png?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => 1 [episodeNumber] => 11 [subtitle] => Powered By Propulo Consulting [summary] =>

    The restaurant industry has been a leader in Service Experience. Professor Alex Susskind from the Associate Dean for Academic Affairs at the School of Hotel Administration at Business, Cornell University shares some great insights and heartwarming stories on how the Restaurant Service Experience can be adapted in these challenging times with some ideas to guide the recovery.

    Dr. Alex M. Susskind is a Professor of Food and Beverage Management and the Director of the Cornell Institute of Food and Beverage Management. Professor Susskind is currently serving as the Associate Dean for Academic Affairs at the School. Professor Susskind earned his Ph.D. in Communication from Michigan State University with a specialization in organizational communication and his MBA with a concentration in personnel and human relations. Alex earned his undergraduate degree at Purdue University in Restaurant, Hotel, and Institutional Management and is also a trained chef with a degree in Culinary Arts from The Culinary Institute of America in Hyde Park, New York. Prior to starting his career in Academia, Alex worked as a chef and restaurant operator for both independent and multi-unit restaurant companies in the Northeastern and Southeastern United States.

    For more information about Alex at https://sha.cornell.edu/about/directory/instructors/ams76

    Listen more episodes at https://thecustomer.guru/

    Powered By Propulo Consulting: https://propulo.com/

    [audioFile] => https://megaphone-prod.s3.amazonaws.com/podcasts/89255428-8bd5-11ea-804c-c3291081004e/episodes/de5aebb4-ff35-11ea-888e-f78b5abd77fd/stripped_475c4d1f1fcd669b70e4f6ac1b649b72.mp3 [downloadUrl] => https://traffic.megaphone.fm/CSN9515352388.mp3 [size] => 26695053 [duration] => 2224.59 [uid] => CSN9515352388 [originalUrl] => [bitrate] => 96 [samplerate] => 44100 [channelMode] => stereo [vbr] => [audioFileProcessing] => [podcastId] => 89255428-8bd5-11ea-804c-c3291081004e [preCount] => 0 [postCount] => 0 [insertionPoints] => Array ( ) [id3File] => https://megaphone-prod.s3.amazonaws.com/podcasts/89255428-8bd5-11ea-804c-c3291081004e/episodes/de5aebb4-ff35-11ea-888e-f78b5abd77fd/id3/97a51850bd81785cbb2ee9de7ae4c0a6.mp3 [id3FileProcessing] => [id3FileSize] => 244550 [parentId] => [guid] => [pubdateTimezone] => Eastern Time (US & Canada) [originalFilename] => CX Guru Ep 11 - Service Experience in the Restaurant industry with Alex Susskind.mp3 [preOffset] => 0.0 [postOffset] => 0.0 [spotifyIdentifier] => [expectedAdhash] => [audioFileUpdatedAt] => [draft] => [externalId] => [cleanTitle] => Lessons from Service Experience in the Restaurant Industry - COVID-19 and Beyond with Dr. Alex M. Susskind [customFields] => [podcastTitle] => The CX Guru [networkId] => 350149ba-8137-11e8-b024-4351158a124b [podcastAuthor] => Eric A. Michrowski [podcastItunesCategories] => Array ( [0] => Business ) [advertisingTags] => Array ( ) [mainFeed] => 1 )
  • The restaurant industry has been a leader in Service Experience....
  • Array ( [id] => 6dd67e6e-f902-11ea-8497-3b8a9789e11a [createdAt] => 2020-09-17T16:25:41.609Z [updatedAt] => 2020-11-05T14:20:07.599Z [title] => Episode 10 - Define your Brand Narrative with Elizabeth McCumber [pubdate] => 2020-09-17T16:04:00.000Z [link] => https://thecustomer.guru/ [author] => Eric A. Michrowski [imageFile] => https://megaphone.imgix.net/podcasts/6dd67e6e-f902-11ea-8497-3b8a9789e11a/image/uploads_2F1600359907738-nlh2irgd1z-3a14859bae4d674f6b2ed855130334d2_2FThe%2BCX%2BGuru_Elizabeth_C.png?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => 1 [episodeNumber] => 10 [subtitle] => Powered By Propulo Consulting [summary] =>

    To drive a consistent message and customer experience, an important consideration is to tightly define your brand narrative so that the story remains consistently on message, particularly at the front line. Elizabeth shares some ideas to define your brand narrative and cascade it across your organization.

    Elizabeth is a content strategist focused on bringing authenticity to every level of brand communication. An advocate for “squirm-free” experiences, she prioritizes delivering value over all else and helps brands clarify their messaging to better connect with customers.

    Listen more episodes at https://thecustomer.guru/

    Powered By Propulo Consulting: https://propulo.com/

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  • To drive a consistent message and customer experience, an important...
  • Array ( [id] => 6f23f82a-eccb-11ea-bc75-db4ca25bee35 [createdAt] => 2020-09-02T03:21:47.523Z [updatedAt] => 2020-11-05T14:20:31.175Z [title] => Episode 9 - The future of Service Experience in the Pandemic Age with Dr. Leonard L. Berry [pubdate] => 2020-09-03T14:30:00.000Z [link] => https://thecustomer.guru/ [author] => Eric A. Michrowski [imageFile] => https://megaphone.imgix.net/podcasts/6f23f82a-eccb-11ea-bc75-db4ca25bee35/image/uploads_2F1599016820588-7ny8qdpu6r-379acef2893fe3c2226be8a36e4a8e87_2FDr.%2BLen%2B3X3.jpg?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => 1 [episodeNumber] => 9 [subtitle] => Powered By Propulo Consulting [summary] =>

    Dr Leonard Berry from Mays Business School at Texas A&M University joins me to share some key insights from his recent published work addressing the future of Service Experience in the current Pandemic Age. He speaks to the importance of safety and shares transformations that are occurring across industries. He also presents a concept of an Essential Services Workforce Alliance based on the learnings from the current Pandemic to improve our overall resiliency.

    Dr. Leonard L. Berry is University Distinguished Professor of Marketing, Regents Professor, and holds the M.B. Zale Chair in Retailing and Marketing Leadership in the Mays Business School at Texas A&M University. He also is a Presidential Professor for Teaching Excellence. As a Visiting Scientist at Mayo Clinic in 2001-2002, he conducted an in-depth research study of healthcare service, the basis for his book, Management Lessons from Mayo Clinic. Concurrent with his faculty position in Mays Business School, Dr. Berry is a Senior Fellow of the Institute for Healthcare Improvement studying service improvement in cancer care for patients and their families. He also is an Adjunct Professor, Faculty of Health Sciences, University of Southern Denmark.

     Professor Berry has published 13 books in all, including: Discovering the Soul of Service; On Great Service; Marketing Services: Competing Through Quality; and Delivering Quality Service. He is the author of numerous academic articles in business, marketing, service, and medical journals.

    Listen more episodes at https://thecustomer.guru/

    Powered By Propulo Consulting: https://propulo.com/

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  • Dr Leonard Berry from Mays Business School at Texas A&M...
  • Array ( [id] => 790f43ea-e293-11ea-ad35-5b06b6f0789f [createdAt] => 2020-08-20T03:16:00.721Z [updatedAt] => 2020-11-05T14:21:03.247Z [title] => Episode 8 - Maximizing the ROI of CX initiatives with Kunal Chopra [pubdate] => 2020-08-20T12:00:00.000Z [link] => https://thecustomer.guru/ [author] => Eric A. Michrowski [imageFile] => https://megaphone.imgix.net/podcasts/790f43ea-e293-11ea-ad35-5b06b6f0789f/image/uploads_2F1597893243340-vdt68vtpfkb-bebea10dd0b8049a988c8575500d4937_2FThe%2BSafety%2BGuru_Kunal_3.png?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => 1 [episodeNumber] => 8 [subtitle] => Powered By Propulo Consulting [summary] =>

    In these challenging times, many leaders are questioning the need to invest in Customer Experience. Kunal Chopra shares 4 recent examples that showcase the rapid return on investment in key Customer Experience initiatives and shares some ideas on areas to focus on to maximize value. If you are looking for ideas to maximize the return on investment for key customer experience initiatives, you need to tune in to this episode!

    Kunal is a collaborative and results oriented Management Consultant and Transformation Leader. His expertise in Client Centric end-to-end optimization and transformation has been demonstrated in the successful delivery of multiple high impact initiatives for global organizations. With a focus on enabling enhanced client experience delivery, Kunal has optimized complete service delivery models to enhance service, and profitability while mitigating risk by leveraging data, technology, process, human capital and risk management. Collectively he has delivered over $100 million in tangible business benefits for his clients.

    Listen more episodes at https://thecustomer.guru/

    Powered By Propulo Consulting: https://propulo.com/

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  • In these challenging times, many leaders are questioning the need...
  • Array ( [id] => 22926d1a-cc92-11ea-82eb-8b31e1bbedc6 [createdAt] => 2020-07-23T03:11:00.539Z [updatedAt] => 2020-11-05T14:21:56.206Z [title] => Episode 7 - Driving Customer Service in Contact Centers with Gwen Oglesby [pubdate] => 2020-08-06T12:00:00.000Z [link] => https://thecustomer.guru/ [author] => Eric A. Michrowski [imageFile] => https://megaphone.imgix.net/podcasts/22926d1a-cc92-11ea-82eb-8b31e1bbedc6/image/uploads_2F1595473760966-ysl95oqvhm-060dc03fa8fb64036ce612efb71940de_2FThe%2BCX%2BGuru_%2BGwen_3.png?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => 1 [episodeNumber] => 7 [subtitle] => Powered By Propulo Consulting [summary] =>

    Gwen Oglesby shares some insights on Customer Experience in Contact Centers based on her extensive experience and recent book Call Center: A Focus on Customer Service. Contact Centers are a crucial component of any customer experience that too often are driven by cost savings as opposed to delivering great experiences.

    About the book:Call Center: A Focus on Customer Service

    The intent of this book is to create dialogue and spark self-awareness within all parties on how their individual actions impact others. It’s a straight, real-talk book that gives insight on call center dynamics and the practical steps a call center employee must take to succeed on the job. This book will also delve into the obligations of our employers as well as the sometimes unreasonable expectations from our customers—all of which affect the state of customer service. I envision this as an “edutainment” book where employees can receive practical guidance on maintaining a successful career in the workplace in addition to getting a glimpse of the shenanigans some employees will attempt to avoid handling their core responsibilities. It’s a learn and laugh, easy-read book.

    About Author:

    Gwendolyn Foster Oglesby has more than fifteen years of experience managing the call center teams of various Fortune 500 companies. It was during this time that she realized her passion for customer service and began to cultivate her platform for customer service awareness.

    For More Information: https://callcenterthebook.com/

    More Episodes: https://thecustomer.guru/

    Powered By Propulo Consulting: https://propulo.com/

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  • Gwen Oglesby shares some insights on Customer Experience in Contact...
  • Array ( [id] => 5db76c9a-c71c-11ea-85f3-573892e21474 [createdAt] => 2020-07-16T04:25:23.329Z [updatedAt] => 2020-12-07T22:35:40.882Z [title] => Episode 6 - The Science of Service: Behind one of the best Customer Experience Books with Dr. Mark Colgate [pubdate] => 2020-07-23T11:00:00.000Z [link] => https://thecustomer.guru/ [author] => Eric A. Michrowski [imageFile] => https://megaphone.imgix.net/podcasts/5db76c9a-c71c-11ea-85f3-573892e21474/image/uploads_2F1595012076848-dgqvketo9mb-4d526d7f52fd1eefe316556ef87064e3_2FThe%2BCX%2BGuru_%2BMark_3.png?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => 1 [episodeNumber] => 6 [subtitle] => Powered By Propulo Consulting [summary] =>

    If you want a fantastic read to inspire your Customer Experience journey, look no further than Dr Mark Colgate’s Science of Service. A great read that is anchored in science and research not one hit wonders. With fun analogies, he explores some of the salient themes from his book including the 3Rs framework including the importance of Reliability and consistency, keeping your core promise. He discusses the importance of excellence, coaching and accountability as levers for Customer Experience. If you haven’t yet picked up his book, I highly recommend reading it!

    Mark Colgate is an award-winning Professor of Service Excellence at the University of Victoria, Gustavson School of Business. He is also a regular professor at the China European Business School in Shanghai, the leading business school in China, and has taught in Ireland, New Zealand, and Australia. Mark's primary research areas are service excellence and coaching and he's known for his passion for excellent customer service and his innovative teaching style. Mark has consulted for many service organizations including the Commonwealth Bank of Australia, TELUS, the Bank of Ireland, the Bank of New Zealand, Kiwi Experience, Sony, Toyota, Enerco and Whistler Blackcomb.

    For More Information: https://markcolgate.com/

    Listen More Episodes: https://thecustomer.guru/

    Powered By Propulo Consulting: https://propulo.com/

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  • If you want a fantastic read to inspire your Customer...
  • Array ( [id] => 25231938-c249-11ea-8ff0-cf9ee89707da [createdAt] => 2020-07-10T01:03:19.954Z [updatedAt] => 2020-11-05T14:24:23.060Z [title] => Episode 5 - Customer Experience Listener Questions with Eric Michrowski [pubdate] => 2020-07-10T01:00:00.000Z [link] => https://thecustomer.guru/ [author] => Eric A. Michrowski [imageFile] => https://megaphone.imgix.net/podcasts/25231938-c249-11ea-8ff0-cf9ee89707da/image/uploads_2F1594344055065-a1kp9hpxzpo-a7982488f5bad30ddf69830a83d7d9fb_2FThe%2BCX%2BGuru_EP5_3x3.png?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => 1 [episodeNumber] => 5 [subtitle] => Powered By Propulo Consulting [summary] =>

    This week on the CX Guru, Eric Michrowski answers 5 listener questions. He explores topics on Customer Effort and the impact on Service Design, the importance of Empowering team members, Contact Center Metrics and ways to shift them and the Best Service Metrics to implement is service based roles to drive the right Customer Experience outcomes.

    Listen more Episodes: https://thecustomer.guru/

    Powered By Propulo Consulting: https://propulo.com/

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  • This week on the CX Guru, Eric Michrowski answers 5...
  • Array ( [id] => 9815466c-b62a-11ea-a0f8-4bd644d66b39 [createdAt] => 2020-06-24T14:54:24.470Z [updatedAt] => 2020-11-05T14:24:53.824Z [title] => Episode 4 - How to lead an operation for growth and customer excellence with Louis Saint-Cyr [pubdate] => 2020-06-25T13:00:00.000Z [link] => https://thecustomer.guru/ [author] => Eric A. Michrowski [imageFile] => https://megaphone.imgix.net/podcasts/9815466c-b62a-11ea-a0f8-4bd644d66b39/image/uploads_2F1593010178738-1pq9hn9n5of-2101908a4438bb2d5319dd6718078717_2FThe%2BCX%2BGuru_Louis%2B3x3.png?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => 1 [episodeNumber] => 4 [subtitle] => Powered By Propulo Consulting [summary] =>

    A fantastic conversation with Louis Saint-Cyr, an exceptional operational leader that shares his secrets to leadership for great customer outcomes. Louis has held several senior leadership roles across 3 airlines and currently is an Executive Vice President at FMT. He held instrumental roles in the transformation and growth of both Hawaiian Airlines and WestJet. His style of leadership is unique and epitomizes the attributes of a great Customer Experience leader that is able to simultaneously lead through significant change while leading a strong operation. In his words: “When you walk into work every day ask yourself a simple question. Do I have this job because of what I did and I deserve it or do I have this job a privilege?”

    Listen more episodes:https://thecustomer.guru/

    Powered By Propulo Consulting: https://propulo.com/

    [audioFile] => https://megaphone-prod.s3.amazonaws.com/podcasts/89255428-8bd5-11ea-804c-c3291081004e/episodes/9815466c-b62a-11ea-a0f8-4bd644d66b39/stripped_ce63e4e116aad57dcdef755bda1ab8ab.mp3 [downloadUrl] => https://traffic.megaphone.fm/CSN7189903134.mp3 [size] => 22153195 [duration] => 1846.1 [uid] => CSN7189903134 [originalUrl] => [bitrate] => 96 [samplerate] => 44100 [channelMode] => stereo [vbr] => [audioFileProcessing] => [podcastId] => 89255428-8bd5-11ea-804c-c3291081004e [preCount] => 0 [postCount] => 0 [insertionPoints] => Array ( ) [id3File] => https://megaphone-prod.s3.amazonaws.com/podcasts/89255428-8bd5-11ea-804c-c3291081004e/episodes/9815466c-b62a-11ea-a0f8-4bd644d66b39/id3/1900b16c85e465afe4a20926a3282dd7.mp3 [id3FileProcessing] => [id3FileSize] => 243112 [parentId] => [guid] => [pubdateTimezone] => Eastern Time (US & Canada) [originalFilename] => CX Guru Ep 4 - Louis.mp3 [preOffset] => 0.0 [postOffset] => 0.0 [spotifyIdentifier] => [expectedAdhash] => [audioFileUpdatedAt] => [draft] => [externalId] => [cleanTitle] => How to lead an operation for growth and customer excellence with Louis Saint-Cyr [customFields] => [podcastTitle] => The CX Guru [networkId] => 350149ba-8137-11e8-b024-4351158a124b [podcastAuthor] => Eric A. Michrowski [podcastItunesCategories] => Array ( [0] => Business ) [advertisingTags] => Array ( ) [mainFeed] => 1 )
  • A fantastic conversation with Louis Saint-Cyr, an exceptional operational leader...
  • Array ( [id] => 6c9fc65a-ac58-11ea-a5f8-7b67cdf6bf64 [createdAt] => 2020-06-12T02:57:16.753Z [updatedAt] => 2020-12-07T21:32:36.480Z [title] => Episode 3 - The Future of Work in Customer Experience: Making Flex Work in Service with Dr. Madison Hanscom [pubdate] => 2020-06-11T15:20:00.000Z [link] => https://thecustomer.guru/ [author] => Eric A. Michrowski [imageFile] => https://megaphone.imgix.net/podcasts/6c9fc65a-ac58-11ea-a5f8-7b67cdf6bf64/image/uploads_2F1591930400183-n6dv64ixmtf-dff97e2759c914d2420eb985616773df_2FCX_Madison_3X3.png?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => 1 [episodeNumber] => 3 [subtitle] => Powered By Propulo Consulting [summary] =>

    As we begin to return to work from the current COVID-19 Black Swan event, one topic that has drawn a lot of interest is how to optimize remote work and deliver great Customer Experience outcomes. Tapping into her recent research in this space, Dr Madison Hanscom identifies 3 key considerations that all Customer Experience leaders should consider in making remote or flexible work successful: Trust, Communication and Recognition. She links these to better employee experiences and improved Customer Outcomes.

    Madison uses her expertise in organizational science to diagnose problems and build solutions. With years of experience in applied research, Madison uses her knowledge in statistics and research methods to design and administer assessments in the areas of safety culture and operational excellence. Madison enjoys translating data for practical use and working with clients to create better workplaces. In her role, Madison manages the Science Team, Propulo’s division for academic and research partnerships. Madison and the Science Team ensure the practices and products at Propulo are evidence-based by translating empirical research into practical application. Madison holds a Ph.D. and M.S. in Industrial and Organizational Psychology with an emphasis in Occupational Health Psychology from Colorado State University.

    Powered By Propulo Consulting: https://propulo.com/

    Listen more episodes at https://thecustomer.guru/

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  • As we begin to return to work from the current...
  • Array ( [id] => fe14baae-a092-11ea-863a-03846f660b4f [createdAt] => 2020-05-28T03:26:17.643Z [updatedAt] => 2020-12-07T21:08:01.586Z [title] => Episode 2 - The 3 Golden Rules of Customer Experience Transformations with Dale Lawrence [pubdate] => 2020-05-28T03:36:00.000Z [link] => https://thecustomer.guru/ [author] => Eric A. Michrowski [imageFile] => https://megaphone.imgix.net/podcasts/fe14baae-a092-11ea-863a-03846f660b4f/image/uploads_2F1590636993517-73o4jdq8so6-abfa04ba7964f580829b772329b39a3e_2FThe%2BCX%2BGuru_Dale_33.png?ixlib=rails-2.1.2 [explicit] => [episodeType] => full [seasonNumber] => 1 [episodeNumber] => 2 [subtitle] => Powered By Propulo Consulting [summary] =>

    Interview with Dale Lawrence where he shares how his roots in music helped him create innovative customer experience solutions. He shares his 3 Golden Rules to drive success in your Customer Experience Transformations. Listen in to help improve your success with Customer Experience.

    A veteran of driving Operational Excellence and Process Transformations across a wide range of businesses, Dale’s customer-minded approach helps Propulo's clients optimize their processes for bottom-line results. He has held Continuous Improvement Leadership roles in two large organizations previous, and has extensive experience in driving process transformation including success in supply chain, retail operations, telecommunications, procurement, energy providers, call centers, financial institutions and construction organizations. His award-winning work has been recognized at the Process Excellence Awards as the Best Project (2012). 

    Listen more episodes at https://thecustomer.guru/

    Powered By Propulo Consulting: https://propulo.com/

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  • Interview with Dale Lawrence where he shares how his roots...
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    My Customer Experience Why.

    I didn’t grow up with a silver spoon. I learned the value of a buck at a young age. Paying my way through University by working hard in Customer Service, in the Airline industry. From a young age, I knew how to turn a frowning guest into a happy Customer. I quickly realized that if I put my heart and soul into it, I could make anyone smile. And that a happy guest made my day much easier.

    Learning to be good in Customer Experience in the Airline Industry is tough. After all, when was the last that you praised an airline for their service experience?

    Once I graduated, I worked for many years in different operational roles in the airline industry. I would have to deal with the irate customer in a snowstorm or when an engine stopped working. When it comes to poor experiences, I became quite good at fixing them and finding a way to put a smile on people’s faces.

    Granted, we were still one of the best in the world. One of the leading carriers, not like Continental at the time where the CEO had anecdotally locked himself in the head office with armed security officers because he was paranoid that someone would be so upset that they would take his life away… and let us not forget that he wouldn’t eat on planes for fear that an employee or customer would try to poison him!

    From there, in operations, I kept thinking that there was a better way to do things. That there was a better way to create an environment for team members to shine in front of customers and want to do the right thing… just like I had to pay my way through university… not out of fear but out of a desire to do the right thing.

    I learned that Operational Execution, something that no one wanted to talk about, consistency was more important. The product had to be consistently executed.

    From there, I went on to lead many transformational programs across industries. I became obsessed with Operational Execution of Customer Experience. Making things come to life consistently at high levels of performance in front of customers. And I consistently saw the results. It wasn’t about selling a dream. It was about executing on that dream reliably.

    When I did this. Magic happened. Consistently.

    I saw the value of end to end transformations. Exploring the process and delivering a new service promise consistently. It was never as sexy as Marketing but consistently delivered significant outcomes and big $$$s.

    I learned that small projects often missed the point and were nothing but wasted effort. Will a customer ever care that you saved them 10 seconds on a call? NO! Stop following yourself otherwise, the customer won’t know.

    And worst of all, I discovered that Customer Expectations have changed yet most marketers are still trying to do what worked decades ago.

    Stop trying to surprise and delight. Stop rewarding those commendations. Unless you are in the entertainment business. But last time I checked, Banking, Insurance, Aviation, Hospitality wasn’t trying to entertain – they needed to deliver exceptionally well, which is the domain of operations.

    Customers want simplicity. They want promise made, promise kept. In many cases you are better simplifying your offer but delivering it consistently.

    It’s time to shift customer experience from the dream of marketers into an operational reality and deliver consistently.

    I found a secret sauce that involved delivering exceptional customer experience by tapping into your team members – creating a culture of customer experience, exploring human 2 human interactions.

    Join me on this podcast as I interview leaders that have done just that and delivered exceptional outcomes. Learn through their journeys and inspire yours.

    Leave your customer experience legacy.

    Listen Now!

    https://thecustomer.guru/

    Powered By Propulo Consulting: https://propulo.com/

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  • My Customer Experience Why.I didn’t grow up with a silver...
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    CX Guru with Eric Michrowski - Trailer

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  • CX Guru with Eric Michrowski - Trailer
The CX Guru

The CX Guru

Every business comes to life through its Service Experience. Your business success depends on whether your Customers are loyal to YOU. That’s where real value... Read More