Episodios
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The greatest irony is that CX teams who are responsible for customer experience don't actually deliver customer experiences themselves. Except Beth and Scott do. And in this episode, we hear their stories from the front lines!
Beth Karawan on LinkedIn - be sure to subscribe to her newsletter - Donut Friday
Scott Gilbey on LinkedIn
Scott's article in Entreprenuer magazine on his experience
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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¿Faltan episodios?
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Onion expertise. The Ikea Effect & The mythology of the Betty Crocker cake mix research. This episode has it all.
Jeff Louden 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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The Law Of Emotion: Emotion matters more than you think, even if you remember the law of emotion.
Yes, inspired by Hofstatder's Law
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 varied career paths that lead to becoming a CX professional. The ways those expeirences help you be better at your job. The ways that focusing on customers can help you in other jobs.
Jeff Louden 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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When someone tells you you're being too emotional, and not rational, send them this episode.
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 second part of my conversation wth Greg Melia this time with a focus on the future, what are Greg and the CXPA doing to ensure the long-term health of customer experience.
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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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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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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