Eric Almquist is a partner at Bain & Company and is the author of The Elements of Value framework. In this episode, Eric shares insights from Bain’s Elements of Value research and provides useful tips on how you can identify what your B2B customers actually want.   Resources mentioned: Maslow’s Hierarchy of Needs (article) The Elements of Value (website), Bain & Company The B2B Elements of Value Pyramid (image) The B2B Elements of Value (Harvard Business Review, 2018), Eric...

Dominique Levin is Managing Partner at Winning By Design and is one of the champions of the Customer Success movement. In this episode Dominique will share her secrets for implementing customer success and help you build business impact with your customers.   Resources mentioned: Winning By Design (website)   Key takeaways (starts at 32:03): Customer success is about taking responsibility for business impact. Everyone should think about customer success. Invest in the technology needed...

Nancy Friedman is the president of Telephone Doctor, an organisation dedicated to helping companies deliver great experiences when dealing with customers over the phone. Nancy is an expert at making sure your staff can get the information they need from callers, and in this episode shares why you should always be open and honest with your customers, plus shares her tips on how to deal with angry callers.   Resources mentioned: Telephone Doctor (website) Service Skills (course) Nancy...

Robert Spector is the author of The Nordstrom Way, a book which dissects how the company’s intense focus on the customer allows them to survive and thrive when other stores have failed. In this episode Robert will share the secrets from his interviews with three generations of the Nordstrom family, giving you practical tips to keep your customers coming back.   Resources mentioned: The Nordstrom Way (book), by Robert Spector Robert Spector (website)   Key takeaways (starts at...

James Dodkins is the Customer Experience Rockstar. After a career touring the world as a guitarist in a heavy metal band, James now uses his real-life experience to help brands deliver rockstar experiences for their customers. In this episode you’ll learn why organisations should put customers second, and James shares his four steps for proactively dealing with complaints.   Key takeaways (starts at 30:02): Be proactive with complaints by using the 4 step process (Identify, Monitor,...

James Dodkins is the Customer Experience Rockstar. After a career touring the world as a guitarist in a heavy metal band, James now uses his real-life experience to help brands deliver rockstar experiences for their customers. In this episode you’ll learn why it’s important for brands to think about the customer on a personal level and how doing this can help you think about what a successful experience means for them.   Key takeaways (starts at 16:28): Start with empathy Challenge your...

Jason Bradshaw is the Chief Customer Officer at Volkswagen Group Australia and author of a new book coming out about customer experience called ‘It’s all about CEX!’. He’s an expert at delivering engaging customer experiences across a network of businesses, and in this episode talks about how businesses can connect with customers on a personal level, plus explores what it takes to build trust and deliver a great customer experience during a crisis. Resources mentioned: Amazing Business...

Michael Barnard is is the General Manager of Customology - a company which helps businesses create loyal customers. He’s an expert at driving customer loyalty and in this episode shares his tips for creating a loyalty program that will actually keep your customers coming back.   Resources mentioned: Start With Why (Book), by Simon Sinek Eat That Frog! (Book), by Brian Tracy The Personal MBA (Book), by Josh Kaufman Crack the Customer Code (Podcast) The Intuitive Customer...

Annette Franz is the Founder and CEO of CX Journey and is a highly respected customer experience consultant. In this episode you’ll learn about the importance of the customer journey map, how to get started with designing your own, and also some practical tips to make the most of your journey mapping experience.   Resources mentioned: Everybody Matters (book), by Bob Chapman AirBNB’s 10 Star Experience (article) CX Journey (website), by Annette Franz Designing CX (website)   Key...

Steven Czeiger is the Managing Director of Sunlite Mitre 10 - a chain of hardware stores that is dedicated to providing exceptional customer experiences. In this episode Steven will share his tips for hiring great people who have a service mindset, and how to make sure you give customers a great experience in a retail environment.   Resources mentioned: Elephant Journal (website)   Key takeaways (starts at 22:31): Have an obsession with hiring the right people. Highlight staff who go...

Jeanne Bliss is the CEO of Customer Bliss, a best-selling author, and also one of the founders of the Customer Experience Professionals Association. In this episode Jeanne answers questions from the Customer Experience Leaders audience. You’ll hear practical tips and advice on how to implement a successful CX strategy within your own organisation.   Resources mentioned: Would You Do That To Your Mother (book), by Jeanne Bliss.

Jeanne Bliss is the CEO of Customer Bliss, a best-selling author, and also one of the founders of the Customer Experience Professionals Association. In this episode you’ll learn about the importance of the Chief Customer Officer role, and how you can drive a customer-centric focus within your organisation that would make your mother proud.   Resources mentioned: Would You Do That To Your Mother (book), by Jeanne Bliss.    Key takeaways (starts at 28:48): Treat customers like assets Think...

Janine Pawson is a Senior CX Design Lead at Australia’s NBN Co. She’s an expert at creating service blueprints to help companies understand the interactions they have with their customers. In this episode you’ll learn about the importance of a service blueprint, how it fits into the arsenal of a great CX pro, and how to actually create one for your business.   Resources mentioned: Mapping Experiences (book), by James Kalbach Realtime Board (example) Learning Space Toolkit (example) Service...

Dan Fine is a customer experience professional who has worked on brands like NAB, Telstra, Sensis, and Vic Roads. In this episode you’ll learn how to define the role of a customer experience professional, plus you’ll discover many tips and resources that you can use on your journey to becoming a great CX pro.   Resources mentioned: Service Design Show (podcast). Why Service Design Thinking (podcast). This is HCD (podcast). General Assembly (course). Academy XI (course). Customer Experience...

Milly Schmidt is a product leader, UX designer, and instructor who helps companies integrate design thinking into their business. In this episode you’ll learn about the importance of design thinking, how it can help you make better decisions, and the five step process to help you apply design thinking to your organisation right away.   Resources mentioned: The Design of Everyday Things (book), by Donald Norman, Design Thinking Bootcamp (course), by Stanford Sprint (book), by Jake Knapp...

Vince Parry is a veteran of the healthcare industry and is the President and Chief Branding Officer of the Parry Branding Group. He’s an expert on building healthcare brands and in this interview shares his tips for building engaging brands that connect with customers on a deep, personal level.   Resources mentioned: Identity Crisis (book), by Vince Parry   Key takeaways (starts at 30:48): Ensure that your employees feel great as they’re part of the transaction Lead the customer journey...

Anne Bahr Thompson is also the founder of the Brand Citizenship movement and the author of the book “Do Good”, which is designed to help leaders turn their brands into better corporate citizens. She is also a global brand strategist and founder of brand consultancy Onesixtyfourth. Prior to that, she was an Executive Director at Interbrand. In this episode, Anne shares her five-step process to successful Brand Citizenship, and we discuss how businesses can use these steps to build a better...

Robert Sørensen is a customer experience designer who specialises in improving customer experiences in the service industry. He was previously a Customer Experience Manager at IAG and was a Customer Experience Designer at Australia’s National Broadband Network (NBN). In this episode, we discuss how to build a business case for CX projects and the four pitfalls to avoid when implementing a CX strategy.   Key takeaways (starts at 39:30): Make sure you get quick wins when starting a CX...

Chris Dyer is the founder and CEO of PeopleG2, a company that provides background checks and human capital intelligence. He’s also the author of a new book called "The Power of Company Culture: How Any Business Can Build a Culture That Improves Productivity, Performance and Profits". In this episode, we discuss how to change the culture in an organisation and why it's important to take staff along on the journey.   Resources mentioned: The Power of Company Culture (book), by Chris...

Craig McCosker is a Mobile Product Manager for the Australian Broadcasting Corporation (ABC). Craig and his team are responsible for managing the ABC News Messenger Bot which has been used by hundreds of thousands of people. We speak with Craig about the process of designing through experimentation and discuss how the ABC has been able to adapt its news product for a new generation of mobile-savvy users.   Resources mentioned: Sapiens: A Brief History of Humankind (book), by Yuval Noah...

Teresa Sperti is the Chief Marketing Officer at World Vision, a charity known across the world for the support they bring in times of need. In this episode, we talk about how World Vision’s plans to keep the work they do relevant to customers on digital platforms. We also discuss the need for transparency with customers and how you keep customers engaged with the core mission of your business.   Resources mentioned: Live, Lead, Learn (book), by Gail Kelly. Service Design: From Insight to...

Charles Weiser is the Head of Customer Experience at Optus, one of Australia’s largest telecommunications companies. In this episode we discuss how Optus uses data to create a positive experience for customers. We also talk about service in the age of global internet giants like Netflix or Amazon, and how Optus is keeping pace to deliver experiences which align with customer expectations.   Resources mentioned: The Road (book), by Cormac McCarthy The power of vulnerability (TED Talk), by...

David Pisker is the Head of Customer Experience & eCommerce at Officeworks, Australia’s leading office supplies retailer. In this episode, we discuss how Officeworks creates delightful experiences for customers in a retail environment and why they look outside their industry to find new innovations. We also talk about the role of the customer and how businesses can meet the needs of their users in a mobile world.   Resources mentioned: Yammer (workplace communication tool) Luminoso (AI...

Michael Gigliuto is an engineer with Impact, a leading traffic and transport engineering consultancy that designs transport experiences for their customers. In this episode, we discuss everyone's favourite topic—parking—and how the overall design of a carpark can change the customer experience. We also talk about how some of the best design decisions counterintuitively might not be appreciated by users.   Resources mentioned: Urban maths: car park mayhem (research paper), published...

Dennis Snow is an author, speaker, trainer, and consultant who coaches some of the world's largest companies on customer experience. He honed his skills over a twenty-year career at Walt Disney World in which he grew from working on the front lines of some of the attractions to managing various operational functions. In this episode, we talk about how Walt Disney World is able to provide experiences which wow their customers. And we learn how Walt Disney World is able to bring all of their...