Episoder
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My LinkedIn Learning lesson on Bright Spots Analysis
Connect with Sam on LinkedIn
Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.
Hosted on Acast. See acast.com/privacy for more information.
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Greg and I talk about the current state of the CX profession, the balance required by companies to ensure that CX is sustainable over the long-term, and what the CXPA is doing to shepherd the profession through a period of uncertainty.
The CXPA
Greg on Linkedin
Connect with Sam on LinkedIn
Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.
Hosted on Acast. See acast.com/privacy for more information.
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Mangler du episoder?
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In this episode, Lily Vitale and I talk about the difference between Voice Of Customer programs and trust customer research efforts, why they are complimentary, not synonmous, and how Lily thinks about using different research methods, and working with stakeholders to ensure that insights from research turn into improvements in experiences.
Connect with Sam on LinkedIn
Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.
Hosted on Acast. See acast.com/privacy for more information.
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The Obstacle is the way.
The hard thing about hard things
I can tell you the secret, but you won't want to hear it.
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Connect with Sam on LinkedIn
Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.
Hosted on Acast. See acast.com/privacy for more information.
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Beth Karawan on LinkedIn
Some of Beth's writings:
Are Boy Scouts Masters of Change Management?
Brand Management: What’s Customer Experience Got to Do with it?
Silver bullet post
Connect with Sam on LinkedIn
Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.
Hosted on Acast. See acast.com/privacy for more information.
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The only thing that is slower to change than culture is nature.
Connect with Sam on LinkedIn
Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.
Hosted on Acast. See acast.com/privacy for more information.
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Connect with Kerry Bodine on LinkedIn
Kerry's master-class on Designing For AI in CX & EX
Bodine & Co.
Research Paper On The Difficulty Of Designing For AI
Creating Design Resources To Scafold The Ideation Of AI Concepts
Connect with Sam on LinkedIn
Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.
Hosted on Acast. See acast.com/privacy for more information.
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Waiting in line is a bad experience. Except that's not always true. Learn what makes some waits unbearable, while others are tolerable at worst, and a memorable part of the experience at best.
· Where is my bus? Impact of mobile real-time information on the perceived and actual wait time of transit riders
· Timing is right for T riders, businesses
· Subway Countdown Clocks Are Good For Business
· Houston airport baggage claim
Connect with Sam on LinkedIn
Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.
Hosted on Acast. See acast.com/privacy for more information.
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Andrew Carothers on LinkedIn
Connect with Sam on LinkedIn
Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.
Hosted on Acast. See acast.com/privacy for more information.
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Connect with Sam on LinkedIn
Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.
Hosted on Acast. See acast.com/privacy for more information.
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The concept of negative space
Frontier Airlines drops customer-service
Why Chick-Fil-A Closes on Sundays
Find me on LinkedIn
Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.
Hosted on Acast. See acast.com/privacy for more information.
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CX Scores have reached a new low, according to Forrester's latest CX Index Rankings. I am not suprised, and I'll explain why they will go even lower. But your company doesn't have to get caught up in this disappointing trend. In fact, I'll explain why now is the best time to differentiate your company on the basis of great experience, all thanks to your competitors who are giving up on CX.
Find me on LinkedIn
Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.
Hosted on Acast. See acast.com/privacy for more information.
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Friction, for lack of a better term, is good. In this solo episode, I riff on Gordon Gekko's famous "Greed Is Good" speech to explain why there is good friction in customer experiences, what makes it good, and how to distinguish between good and bad friction.
I also wrote about this for CMS Wire: Friction Is Good For CX
The Ikea Effect
Better Crocker Cake Mixes
Find me on LinkedIn
Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.
Hosted on Acast. See acast.com/privacy for more information.
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Ben Geheb on LinkedIn
VML on LinkedIn
Warren Buffett talking tides and skinny dipping
Find me on LinkedIn
Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.
Hosted on Acast. See acast.com/privacy for more information.
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It is not easier than ever to create great customer experiences. The debate continues! Megan Burns shares a compelling reason why it's not easier than ever to create great customer experiences.
My LinkedIn Learning Course: How To Create Great Customer Experiences, goes into more detail on how to overcome the long odds against delivering great experiences.
Find me on LinkedIn
Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.
Hosted on Acast. See acast.com/privacy for more information.
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In the last episode, Megan Burns and I talk about the Hedonic Treadmill . It is a problem that looms ove customer experience improvement efforts. What do you do? Improve the experience, only to have that improvement raise expectations for customers as they adapt to the new normal?
Well, in this episode, I go describe two ways of improving customer experiences that will not activate the Hedonic Treadmill. You first set clearer expectations for the experience to come, and meet the expectations you have set. Rather than customers expecting you to raise the bar, they expect you to fulfill your promises. That's a great experience.
Second, empower and enable employees to deliver surprise and delight moments at scale. Human-powered moments feel more authentic and of-the-moment, and therefore something that they are less likely to adapt to and expect every time.
My LinkedIn Learning Course: How To Create Great Customer Experiences, goes into more detail on how to do this.
Find me on LinkedIn
Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.
Hosted on Acast. See acast.com/privacy for more information.
- Se mer