What defines the culture of an organization? What’s the value of mapping out your customer journey? How do you get CEOs and company leaders to care more about customer experiences and intentionally turn employees into loyal brand advocates?
Stacy Sherman and featured guest Ian Golding answer these fundamental questions and reveal key principles to get people to want to buy and work for your company.
Topics include:
- What makes customers happy
- The benefit of customer journey mapping
- The real value of empathy in the workplace & creating employee heroes
- Attributes that best-in-class companies and leaders consistently do to win
- What we can learn from Pizza Hut’s story
Take notes as this episode is filled with tons of practical advice to operationalize great customer experiences and achieve positive business outcomes.
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About Ian Golding: Improving The Customer Journey With Employees As Heroes
A highly influential freelance CX consultant, Ian advises leading companies on CX strategy, measurement, improvement, and employee advocacy techniques and solutions. Ian has worked globally across multiple industries, including retail, financial services, logistics, manufacturing, telecoms and pharmaceuticals, deploying CX tools and methodologies. An internationally renowned speaker and blogger on the subject of CX, Ian was also the first to become a CCXP (Certified Customer Experience Professional) Authorised Resource & Training Provider.
About Stacy Sherman: Founder of Doing CX Right®
An award-winning certified marketing and customer experience (CX) corporate executive, speaker, author, and podcaster, known for DoingCXRight®. She created a Heart & Science™ framework that accelerates customer loyalty, referrals, and revenue, fueled by engaged employees and customer service representatives. Stacy’s been in the trenches improving experiences as a brand differentiator for 20+ years, working at companies of all sizes and industries, like Liveops, Schindler elevator, Verizon, Martha Steward Craft, AT&T++. Stacy is on a mission to help people DOING, not just TALKING about CX, so real human connections & happiness exist. Continue reading bio >here.
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