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🚀 Reimagining Satisfaction: Crafting Transformational Customer Experiences 🚀 I had the pleasure of being interviewed by Dr. David Gruder on the "Reimagining Humanity's Future and Yours" podcast, where we delved into how businesses are moving beyond mere customer satisfaction. 🌟 In today’s transformation economy, customers seek experiences that do more than just meet their needs—they want interactions that help them grow and transform their identities. This is where the Admiration Equation and Transformational Customer Experiences (TCX) come into play, turning ordinary customer interactions into catalysts for profound personal change. As businesses, it's crucial to recognize that our roles have evolved. It's no longer enough to offer great products or services; we must design experiences that empower our customers and elevate their future. 🎯 Listen in to discover how the transformation economy is reshaping customer experiences and why becoming a market leader is no longer optional—it's essential. Let's reimagine satisfaction together! 🎧 [https://lnkd.in/gVrxTwnv #CustomerExperience #TransformationEconomy #Leadership #Innovation #AdmirationEquation #BusinessGrowth #PodcastInterview #TonyBodoh #DrDavidGruder #CXTransformation David Gruder, PhD, DCEP

If I said "great CX" which country would come to mind? Recently, I met with Steven Van Belleghem(CX expert & author) and we discussed the power of customer experience and how it's influenced by cultures, religions and traditions. In this clip, Steven gives his opinion on which country is a true leader in customer excellence and the reason for his decision 🎬 Let Steven know - Did you get it right and if not who else is outstanding at CX? There's a easy way to learn about customer experience | Just hit the follow CX Sells Podcast and get access to thoughts and opinions of other CX voices 🔗 #customercare #customerservice

✈ DID YOU KNOW that July is the most popular travel month in the U.S. with more than 40% of travelers planning trips this month? If you're one of them, you likely have your route all mapped out. But when it comes to CX, are you doing the same for your customers? 🗺 The customer journey map is a valuable qualitative tool for understanding customer needs and expectations at each phase of the customer lifecycle. But there are traps, or “detours,” that can take you off course. Revisit this three-episode series from The CX Leader Podcast as #CXpert guests discuss how to avoid these road hazards to make a customer journey map that really matters. #CX #CustomerExperience #JourneyMap #Customer https://lnkd.in/gMW2NHwR

What's the cost of quality for your customer experience? What are all the hidden costs that result from multiple touches the customer has across your organization? Beyond the cost implications, how does this undermine your brand promise and impact your company's growth? In this next video clip from our podcast discussion, listen to Jim Tincher, CCXP, best-selling author of Do BtoB Better, talk about the opportunity to design experiences with fewer touches by getting quality right the first time. Listen to the full podcast for more on how to modernize your customer listening to focus on and amplify the right emotions for peak moments in the customer journey, not just reduce pain points. I hope this sparks some great ideas for you! #experiencemanagement #customercentricity #BtoB #culture #leadership #growth #flywheel https://lnkd.in/eJCRnANb

interesting Insights in an informative Format!

On this episode of the Customer's First Podcast, I delve into a spirited conversation with Andrea Leigh, a distinguished Change Catalyst and Customer Experience Powerhouse. Andrea’s journey into customer experience began at a young age, rooted in her early retail encounters, where she discovered the profound impact of prioritizing customer care. With over three decades in pharmaceutical sales followed by a significant transition into retail fashion leadership, Andrea shares her insights on the evolution of customer relations and the essential role of emotional connection in crafting superior customer experiences.

 During our chat, we also tackled the critical impact that customer experience has on businesses. Andrea explains that a great customer experience is an indispensable marketing tool and a catalyst for exponential growth in today's experience-driven economy. Conversely, she warns about the fallout from neglecting customer needs, explaining how even a small oversight can tarnish an otherwise stellar interaction and lead to customer loss.

Andrea passionately advocates for leaders to cultivate a company culture that prioritizes customer satisfaction above all else. She highlights the importance of team communication and recommends leveraging friendly competition to boost morale and drive performance. She believes leaders can inspire their teams to consistently deliver exceptional experiences that resonate with customers by celebrating even the smallest victories.

 This episode is a treasure trove of wisdom for anyone looking to enhance their understanding of customer-centric cultures and create the magic that comes with outstanding customer experiences.    Andrea's Contact Information: LinkedIn & Facebook: @AndreaLeigh Instagram: @therealandrealeigh   Tacey’s Contact Information: Website: https://lnkd.in/g8ePRru8  Thank you for tuning in, and I look forward to having more valuable conversations together in the future. Remember: Customer-Centric Cultures Create Magical Customer Experiences. Now Go, Create the Magic! #CustomersFirstPodcast @TaceyAtkinson #CustomerExperience #CustomerCentric #CreatetheMagic #Culture #CustomerLoyalty

Your customers are both intuitive and rational and their emotions have a huge impact on how they perceive their experiences with your brand across both B2C and B2B markets. Listen to Greg Burd from Qualtrics talk about the importance of building insights about emotion along the customer journey and then training your frontline employees to engage in ways that reinforce your brand promise. This is why it is so important to focus on the CX and culture connection! I hope this sparks some great ideas for you! #emotionalconnection #loyalty #culture #customercentricity #experiencemanagement #leadership #employeeexperience https://lnkd.in/eYMnB2Jj

Do you truly understand what the drivers of value are for your category and your business? Are you focused on the more rational drivers of value, which marketers have often described through the 5 Ps (product, price, place, promotion, people)? Do you focus on top-level experience metrics like Net Promoter Score (NPS), Customer Effort Score (CES), or Customer Satisfaction (CSAT), while drilling down into drivers of these scores via additional survey questions about ease of doing business, relationships, and other factors? But what if value is driven more by establishing a strong emotional connection with your customers that reinforces key peaks along the customer journey? Do these other metrics you are tracking tell you how well you are doing at evoking the right emotions and if you are consistently reinforcing the right cultural behaviors that evoke them? In this next clip from our podcast, listen to Colin Shaw, best-selling author of The Intuitive Customer, talk about the importance of getting at the real drivers of value. Colin also shares an example from the construction space that shows how emotions matter even in less "touchy feely" industries. I hope this sparks some great ideas for you and that you enjoy the full podcast episode with Colin! #customercentricity #experiencemanagement #CX #emotion #insights #culture #growth #flywheel #CMO #CCO #CXO #podcast https://lnkd.in/ebzZvG5t

On this episode of the Customer's First Podcast, I delve into a spirited conversation with Andrea Leigh, a distinguished Change Catalyst and Customer Experience Powerhouse. Andrea’s journey into customer experience began at a young age, rooted in her early retail encounters, where she discovered the profound impact of prioritizing customer care. With over three decades in pharmaceutical sales followed by a significant transition into retail fashion leadership, Andrea shares her insights on the evolution of customer relations and the essential role of emotional connection in crafting superior customer experiences.

 During our chat, we also tackled the critical impact that customer experience has on businesses. Andrea explains that a great customer experience is an indispensable marketing tool and a catalyst for exponential growth in today's experience-driven economy. Conversely, she warns about the fallout from neglecting customer needs, explaining how even a small oversight can tarnish an otherwise stellar interaction and lead to customer loss.

Andrea passionately advocates for leaders to cultivate a company culture that prioritizes customer satisfaction above all else. She highlights the importance of team communication and recommends leveraging friendly competition to boost morale and drive performance. She believes leaders can inspire their teams to consistently deliver exceptional experiences that resonate with customers by celebrating even the smallest victories.

 This episode is a treasure trove of wisdom for anyone looking to enhance their understanding of customer-centric cultures and create the magic that comes with outstanding customer experiences.    Andrea's Contact Information: LinkedIn & Facebook: @AndreaLeigh Instagram: @therealandrealeigh   Tacey’s Contact Information: Website: https://lnkd.in/gDaVmJeg  Thank you for tuning in, and I look forward to having more valuable conversations together in the future. Remember: Customer-Centric Cultures Create Magical Customer Experiences. Now Go, Create the Magic! #CustomersFirstPodcast @TaceyAtkinson #CustomerExperience #CustomerCentric #CreatetheMagic #Culture #CustomerLoyalty

Personalization involves more than simply inserting a name into an email; it requires deeply understanding your customers to provide unforgettable experiences. Curious about how top brands achieve this? Check out our recent podcast episode where we share smart tips to enhance your customer experience. Plus, discover how the The Ritz-Carlton Hotel Company, L.L.C. built a legacy on customer satisfaction. Have you worked on improving your customer experience Roger Baron? Share your thoughts with us. https://ow.ly/Jg6650Skpew #CX #CustomerExperience #MakeAnImpact