Épisodes

  • 10 - Distinguishing Customer Success from Customer Experience

    10 - Distinguishing Customer Success from Customer Experience
    Oct 27 2023
    In this episode, we explore the distinction between customer success and customer experience. While a lot of people use them interchangeably, there are nuances that make them different. However, integrating both is crucial for fostering lasting customer relationships. Invest in both functional and emotional aspects of customer interactions to enhance your customers' most-valued experiences.

    Did you know that you can also read CX To Go episodes as published articles, watch them as videos on YouTube, and discuss them on our community forum? Find all of these options at https://linktr.ee/cxtogo.
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    8 min
  • 9 - Acknowledging the Customer Hierarchy of Needs

    9 - Acknowledging the Customer Hierarchy of Needs
    Oct 20 2023
    Customers' needs evolve as their consumption journeys (with you, or in general) progress. Being able to understand and prepare to meet that evolution is crucial for business survival. Modeled on Maslow's famous work, the Customer Hierarchy of Needs is an essential concept for businesses to grasp and prioritize. Bibi dives into the subject, drawing on real-world examples from well-known brands to outline the most important important points.

    Did you know that you can also read CX To Go episodes as published articles, watch them as videos on YouTube, and discuss them on our community forum? Find all of these options at https://linktr.ee/cxtogo.
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    9 min
  • 8 - Change Management for Adopting Customer-centricity (Part 2)

    8 - Change Management for Adopting Customer-centricity (Part 2)
    Oct 13 2023
    Following on last week's episode, we dive deeper into what it takes to lead an organization through change when customer-centricity is the goal. Bibi highlights the need for a clear vision and alignment across all departments, as well as the significance of addressing resistance to change. Up-skilling employees, setting KPIs, and celebrating successes are key to maintaining focus and driving the necessary cultural shift. If you realize that you cannot have a business without your customers, you already know why customer-centricity cannot be ignored.

    Did you know that you can also read CX To Go episodes as published articles, watch them as videos on YouTube, and discuss them on our community forum? Find all of these options at https://linktr.ee/cxtogo.
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    8 min
  • 7 - Change Management for Adopting Customer-centricity (Part 1)

    7 - Change Management for Adopting Customer-centricity (Part 1)
    Oct 6 2023
    At the heart of customer-centricity lies the concept of making the customer the focus of everything an organization does. This requires a shift in mindset and behavior, as well as a thorough evaluation of tools and processes to ensure they align with a customer-centric approach. It's not just about making surface-level changes; it's about fundamentally altering how the company and its people think and operate. This is where change management comes into play.

    Did you know that you can also read CX To Go episodes as published articles, watch them as videos on YouTube, and discuss them on our community forum? Find all of these options at thepodpirenetwork.com/cx/cxtogo.
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    7 min
  • 6 - CX Operations & CX Engagement

    6 - CX Operations & CX Engagement
    Sep 29 2023
    In this episode, Bibi discusses the crucial need to tend to both CX Operations and CX Engagement to achieve Customer Experience excellence. He highlights their symbiotic nature, using examples from Amazon and Starbucks to illustrate the integration and importance of both aspects. Feel free to share your thoughts and learn from notable examples to enhance your own customer experience!

    Did you know that you can also read CX To Go episodes as published articles, watch them as videos on YouTube, and discuss them on our community forum? Find all of these options at thepodpirenetwork.com/cx/cxtogo.
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    8 min
  • 5 - EX & CX From 10,000ft

    5 - EX & CX From 10,000ft
    Sep 22 2023
    In this episode, we discuss the vital role of prioritizing employees to enhance the customer experience. We explore the impact of a positive Employee Experience (EX) on Customer Experience (CX), highlighting the importance of company culture, the workplace environment and the technology environment. We look at the negative effects of inefficient tools and employee turnover and emphasize the importance of listening to frontline employees. By prioritizing employees and their growth, organizations can create a cycle of elevated satisfaction, leading to enhanced customer experiences and the revenue rewards they bring.

    Did you know that you can also read CX To Go episodes as published articles, watch them as videos on YouTube, and discuss them on our community forum? Find all of these options at thepodpirenetwork.com/cx/cxtogo.
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    10 min
  • 4 - Securing Stakeholder Allyship

    4 - Securing Stakeholder Allyship
    Sep 15 2023
    In this episode, we examine the challenge of improving Customer Experience in an organization where CX hasn't been a priority. Bibi explores gaining buy-in from leaders by showcasing the financial impact of CX, factoring in existing company dynamics and involving functional leaders in CX strategy co-design. This episode is a gem for new CX leaders.

    Did you know that you can also read CX To Go episodes as published articles, watch them as videos on YouTube, and discuss them on our community forum? Find all of these options at thepodpirenetwork.com/cx/cxtogo.
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    7 min
  • 3 - A Closer Look At NPS

    3 - A Closer Look At NPS
    Sep 8 2023
    In this episode, Bibi discusses the potential misuses of Net Promoter Score (NPS). While NPS is a popular metric for measuring customer loyalty, ignoring its limitations can have serious consequences for the quality of your business decisions. Should you be focusing on boosting NPS, or elevating a customer-centric approach?

    Did you know that you can also read CX To Go episodes as published articles, watch them as videos on YouTube, and discuss them on our community forum? Find all of these options at thepodpirenetwork.com/cx/cxtogo.
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    11 min