PODCAST

Through conversations with leaders, Nick and his guests exchange insightful stories, best practices, and invaluable lessons they have learned along the way. They are focused on the interplay between customer experience, employee experience, and the transformation of customer service.

Max Israel talks about the importance of CX fatigue, ways to get your customers to invest in the conversation, and a few steps you can take to improve CX fatigue.

Chimene talks about how Killer Brownie’s came to be, how to craft the world’s most delightful experiences, and how to stay focused on the customers’ experience.

Christine talks about how customer needs are constantly shifting, how to create the right framework to stay nimble, and how to focus on being customer-centric.

Jesse Cole talks about how his baseball team went from losing $150,000 annually to now selling out every game. It all comes down to the fan experience and flipping the script to show his fans something they had never seen before (i.e. break dancing first base coach, grandma pageant, backward day, and more).

Lisa Diehl talks about how blending technology and the human touch creates the ultimate experience and the importance of finding the balance.

David talks about his book “why customers leave and how to win them back”. In this episode, Nick and David talk about how inflexible policies are bad for business, and the importance of balancing efficiency with effectiveness.

Jason explains how he got started in CX, how to have a pre-customer experience strategy, along with steps you should take, and specific roadblocks to watch out for in your strategy.

Denise Lee Yohn talks about culture, what it takes to build a healthy culture, whose responsibility it is, and what companies are doing it well. She goes on to explain why companies need to find the intersection between brand and culture and the importance of communication.

Roger talks about his book Friction. How to define Friction, examples of high effort, and describes why security is the biggest source of digital friction.

Rob Stevenson talks about his professional career, why it’s important to ask WHY, the importance of FUBAR, and why it is ok to make mistakes.

John DiJulius talks about how he got started in customer service, how important CX is to his businesses, and the importance of actively listening to your customers using the acronym FORD

Tanya talks about a CX focused culture, how to champion a Customer Experience initiative across the enterprise, and ways to mitigate risk.

Derek talks about his book Ego, Authority Failure, the importance of emotional intelligence, listening, and tactical empathy. He brings all of this back to customer service.

Annette Franz talks about Journey Mapping, the difference between Journey Mapping and Life Cycle stages, how to get started, and what do once who completed your Journey Map.

Dr. James Killian shares his horrible experience of buying a bike and talks through ways to close the experience gap.

Shep Hyken talks about how he got started in CX, Why FINE is the F-BOMB of customer service, and he walks through the five cults of the customer. You can connect with Shep Hyken on www.hyken.com

Chris Drury talks about how he got into customer service, crazy calls he has received, and explains what it means to be a CX Evangelist.

James Dodkins discusses his experience as a real-life Rock Star and how he transitioned to a CX Rock Star. He also discusses his six core elements of really good customer experience and which companies are doing it well.

Nick Zeisler – Principal at Zeisler Consulting. Nick talks about CX Strategy and Brand Promises, how to make sure they are aligned and what to do next once everything is aligned.