Dan Fine is a customer experience professional who has worked on brands like NAB, Telstra, Sensis, and Vic Roads. In this episode you’ll learn how to define the role of a customer experience professional, plus you’ll discover many tips and resources that you can use on your journey to becoming a great CX pro.
Resources mentioned:
Service Design Show (podcast). Why Service Design Thinking (podcast). This is HCD (podcast). General Assembly (course). Academy XI (course). Customer Experience Professionals Association This is Service Design Thinking (book), by Marc Stickdorn and Jakob Schneider. The Field Guide to Human-Centered Design (book), by IDEO. The Ultimate Question 2.0 (book), by Fred Reichheld and Rob Markey. Beyond the Ultimate Question (book), by Bob Hayes. Bulletproof Radio (podcast), with Dave Asprey. Influencers (podcast), by Jon Levy Closing the Delivery Gap (research), by Bain and Company
Additional Resources:
The Ten Principles Behind Great Customer Experiences (book), by Matt Watkinson. Outside In: The Power of Putting Customers at the Center of Your Business (book), by Harley Manning and Kerry Bodine. Gamestorming: A Playbook for Innovators, Rulebreakers, and Changemakers (book), by Dave Gray, Sunni Brown, and James Macanufo. Xplaner (website). Strategyzer (website). Service Design Tools (website).
Key takeaways (starts at 30:35):
Any CX initiative needs to be driven by the CEO. Present ideas with 51% confidence but 100% conviction. Treat survey data like an asset. Close the delivery gap between what you think you know and what the customer experiences.A radically different approach to the aged-care sector
How Australia's leading pharmacy chain manages CX
What you can learn about CX from the aged care sector
The secrets behind Flybuys' 25 years of success
How Bunnings maintains a 90% staff retention rate
Turning your customers into your greatest marketing asset
Why Lush radically empowered their front-line teams
BONUS: We're back for 2020 with some special announcements
How to spend $129M on customer experience transformation
Why HubSpot killed the sales funnel
Your 101 guide to STORYTELLING in business
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Putting ‘care’ back into healthcare experiences | Clinic Mastery, CEO, Ben Lynch
CX FAILURES!!! 💥 Why failing is the best thing that can happen. | Logitech, Head of Ultimate Ears Custom Earphones, Jonah Staw
How to remove friction 😖 and improve customer loyalty 📈 | Friction, Author, Roger Dooley
Why an obsession with quality really matters | Gelato Messina, Founder, Nick Palumbo
How to deliver 20,000 personal experiences every day | Madison Square Garden, Director of Guest Services, Joe Picco
Four mega-themes from 40 interviews with world-class CX leaders — Introducing the the Customer Experience Flywheel
Celebrity chef Neil Perry on creating memorable hospitality experiences 🍴 | Rockpool Dining Group, Culinary & Brands Director, Neil Perry
How to raise prices and keep customers happy! | ProfitWell, Co-Founder and CEO, Patrick Campbell
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