The CX Guru

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.

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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). 

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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!

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