Voices of CX

Writing the Blueprint for Customer Obsession: Marbue Brown - S10E8

This week, I had the chance to read the blueprint for customer obsession (literally) with the help of Marbue Brown. He’s a CX practitioner with years of experience at companies who can more or less take credit for starting the movement toward customer obsession. Amazon, Microsoft, Cisco, JP Morgan Chase… you know, just some mom-and-pop shops. We discuss how the truly customer-obsessed companies out there go to extremes. They do things in their day-to-day operations that would get most people laughed out of the room. And most importantly, they innovate nonstop, because customer expectations never stop changing, either. So get ready to hear an insider’s perspective from companies that brought customer-centricity mainstream and learn everything you can. Enjoy! 🟠About Marbue Brown Marbue Brown is an accomplished customer experience (CX) executive with a track record of thought leadership and signature business results at some of the most iconic companies on the planet, including JP Morgan Chase, Amazon.com, Microsoft Corporation, and Cisco Systems. As a CX leader, he guided the Chase Consumer Bank to record performance in the JD Power Retail Banking Study, NPS and branch satisfaction. He transformed the Andon Cord mechanism at Amazon.com from a primarily manually triggered system to a primarily automated system triggered by machine learning and statistical models. The Andon Cord is one of Amazon.com’s most significant mechanisms it uses to personify its Customer Obsession culture. Marbue devised and codified the NSAT Improvement Approach at Microsoft, which was widely used by business units to dramatically improve CX as well as international subsidiaries who won nationwide awards in the process. He co-authored seminal articles about customer experience measurements that are widely cited in industry. He is a sought after speaker and published author on customer experience, business strategy and economic policy. 🟠Connect with Marbue Brown Follow Marbue Brown on LinkedIn: www.linkedin.com/in/marbue-brown-43a8a52/ Get Blueprint for Customer Obsession on Amazon: https://a.co/d/jd695U0 🟠Connect with the Voices of CX Follow Worthix on LinkedIn: www.linkedin.com/company/worthix/ Follow Worthix on Instagram: @voicesofcx Follow Mary Drumond on LinkedIn: www.linkedin.com/in/marydrumond/ Follow Mary Drumond on Twitter: @drumondmary 🟠About Voices of CX Podcast The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table. 📩Got something to say about CX or want to be featured on the show? Let us know! Email the Producer (steve.berry@voicesofcx.com).

B2B Content Marketing with a Growth Strategy: A. Lee Judge – S10E7

This week, we got into the weeds of digital content production with A. Lee Judge. Lee is the co-founder and CEO of Content Monsta, a B2B marketing content agency that specializes in podcasting. What really sets him apart is his focus on generating and proving ROI which comes from his own experience as a marketer. There is a multitude of services for B2B marketers to outsource their content generation efforts, but Lee realized there was still a huge gap: a lack of providers who understood the needs of marketing from an insider’s perspective. So naturally, that was the need he set out to fulfill with Content Monsta. We get into the nitty-gritty of a content-based growth strategy, and opening the door for authentic marketing creativity from your employees – and in some special cases, customers too. Enjoy! 🟠About A. Lee Judge A. Lee Judge is the Co-Founder and CMO of Content Monsta, a content marketing production agency. Lee has over 25 years of marketing, media, and sales operation experience directing initiatives at multiple global technology organizations. 🟠Connect with A. Lee Judge Follow A. Lee Judge on LinkedIn Visit Content Monsta at contentmonsta.com Listen to The Business of Marketing Podcast at contentmonsta.com/podcasts 🟠Connect with the Voices of CX Follow Worthix on LinkedIn Follow Worthix on Instagram: @voicesofcx Follow Mary Drumond on LinkedIn Follow Mary Drumond on Twitter: @drumondmary 🟠About Voices of CX Podcast The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table. 📩Got something to say about CX or want to be featured on the show? Let us know! Email the Producer (steve.berry@voicesofcx.com).

CX Professionals Worldwide Get Back to Basics: Rick Denton - S10E6

This week, I talked to fellow podcaster and CX professional Rick Denton. He hosts the CX Passport podcast and believes that the best meals are served outside and require a passport, and I tend to agree with that! He’s also the managing principal at EX4CX, a business growth consultancy that wants to help CX professionals stop the “survey & score” mindset to start a “listen & act” one. Also agreed. He’s also recently had a change of mindset around where CX is in the pecking order of business goals. He now sees it more as a specialized tool to accomplish a job, and that job has always been creating customer value and business growth. Agree strongly. And that’s not to say CX is getting phased out – far from it. In fact, Rick sees countries around the world, particularly in the Middle East, embracing CX with a vengeance by piggybacking on the tried-and-true basics that are already working in the US and EU. Enjoy the show, and get ready to expand your horizons a little bit beyond just CX. 🟠About Rick Denton Rick Denton believes the best meals are served outside and require a passport. A sought after Customer Experience Advisor and keynote speaker, Rick enables companies to achieve Experience Transformation, guiding them to stop Survey & Score and start Listen & Act, using a Total Voice of the Customer approach. As a Managing Principal at EX4CX – Execution for Customer Experience, Rick helps clients unlock tangible business value from their Voice of the Customer Programs, create Customer Experience visions, culture and reality while driving revenue growth & operational improvement. In his leadership roles prior to EX4CX such as with Bose, Capital One and several other industry champions, Rick created customer obsessed cultures, high performance execution systems, and clear outcome-oriented alignment. Rick delivered these results across multiple industries and company size profiles both domestically and internationally. In addition to scouring the globe for the best customer experiences, Rick, his wife and two children, love to travel the globe simply to travel. You’ll as easily find them in Texas as you’ll find them in Thailand. (Ask him about the fantastic grilled squid on a stick!…Or the not so great fried tarantula!) When he’s not with the family or clients, you’ll likely find Rick hiking on a mountain somewhere in the southwestern USA desert. Rick combines these loves by hosting the CX Passport podcast, a weekly talk with guests about customer experience and travel. 🟠Connect with Rick Denton Follow Rick Denton on LinkedIn Visit Rick’s consultancy at www.ex4cx.com For tips and workbooks on achieving total VoC, visit www.totalvoc.com Listen to Rick on the CX Passport podcast – www.cxpassport.com 🟠Connect with the Voices of CX Follow Worthix on LinkedIn Follow Worthix on Instagram: @voicesofcx Follow Mary Drumond on LinkedIn Follow Mary Drumond on Twitter: @drumondmary 🟠About Voices of CX Podcast The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table. 📩Got something to say about CX or want to be featured on the show? Let us know! Email the Producer (steve.berry@voicesofcx.com).

Behavior Design; Map Key Behaviors by being Uncomfortably Specific: Kristen Berman - S10E5

This week, I had the pleasure of speaking with Kristen Berman. She’s a behavioral scientist, CEO, and co-founder of Irrational Labs, helping teams apply behavioral design research to their products and services. We covered multiple ways to think about behavior design, like studying the physical environment in which decisions are made, resolving conflicts with established metrics, and mapping customers’ path to your desired behavior using what Kristen calls “getting uncomfortably specific”. Long-time listeners know that any day I get to geek out about behavioral design with an expert is a good day, so naturally, this episode was as fun as it was educational. Enjoy! 🟠About Kristen Berman Kristen is the co-founder of Irrational Labs, a behavioral economics product design company, with author and professor Dan Ariely. Irrational Labs has worked with hundreds of companies to increase the health, wealth, and happiness of users. Kristen also co-founded Common Cents Lab, a Duke University initiative dedicated to improving the financial well-being for low to middle Americans. Under Kristen’s leadership, Common Cents launched over 50 experiments with companies, positively impacting tens of thousands of people. She was on the founding team of the behavioral economics group at Google, a group that touched over 26 teams across Google, and she hosted one of the top behavioral change conferences globally, StartupOnomics. 🟠Connect with Kristen Berman Follow Kristen Berman on LinkedIn: https://www.linkedin.com/in/kristenberman/ Learn more about the science of Behavioral Economics and Design IrrationalLabs.com While you’re there, sign up for their Newsletter or enroll in a Behavioral Economics Bootcamp 🟠Would you like to read the full interview? Get the summary on our blog at 🟠Connect with the Voices of CX Follow Worthix on LinkedIn https://www.linkedin.com/showcase/voi... Follow Mary Drumond on LinkedIn https://www.linkedin.com/in/marydrumond/ And Follow Mary Drumond on Twitter: @drumondmary 🟠About Voices of CX Podcast The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table. 📩Got feedback about the Voices of CX or want to be featured on the show? Let us know! Email us at contact@voicesofcx.com.

Why Setting Guest Expectations is a Huge Challenge for Hospitality: Mike Kuenne - S10E4

This week, I was joined by Mike Kuenne, owner and principal of Kuenne Advisory LLC. We discussed the complex reality of setting expectations in the hospitality industry. One guests’ memory-building experience is another’s one-star review, and the absolute norm in one region is a completely foreign experience in another. A misalignment in expectations can ruin an otherwise good or even great experience. And hospitality has the huge responsibility of understanding the differences between these guest profiles and, not only accommodating them differently but finding opportunities to set expectations ahead of time so they’re not caught by surprise. Without further ado, enjoy the episode! 🟠About Mike Kuenne Mike is the owner and Principal of Kuenne Advisory LLC and has 25 years of experience in industry and consulting across B2B and B2C channels. He brings a unique perspective by leveraging his diverse background across multiple organizational disciplines helping organizations create truly comprehensive strategies. Organizational leaders and Executive teams benefit from his broad experience in Technology, Corporate & Site Operations, Procurement / Sourcing Strategy, Administration, and Brand and Customer Experience. He enjoys sharing his passion for Customer Experience and has been featured on numerous podcasts and in various industry publications. He’s worked with many fortune 500 clients in consulting roles with PwC and North Highland, and held multiple industry leadership roles, most recently as Senior Vice President and Chief Customer Officer at Extended Stay America. Mike earned his Bachelor’s degree in International Business & Political Science from Lehigh University and a Master’s degree in Business Administration from the University of Massachusetts – Amherst. He is an avid traveler and a passionate supporter and coach of youth sports. He resides in Charlotte, NC with his wife Wesley and their 3 children. 🟠Connect with Mike Kuenne Follow Mike on LinkedIn: https://www.linkedin.com/in/mkuenne/ 🟠Would you like to read the full interview? Get the summary on our blog at 📧 Subscribe to the Worthix Newsletter 📧 👉 https://bit.ly/newsletter-voices-of-cx 🟠Connect with the Voices of CX Follow Worthix on LinkedIn https://www.linkedin.com/showcase/voices-of-cx-podcast/ Follow Mary Drumond on LinkedIn https://www.linkedin.com/in/marydrumond/ And Follow Mary Drumond on Twitter: @drumondmary 🟠About Voices of CX Podcast The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table. 📩Got something to say about CX or want to be featured on the show? Let us know! Email us at contact@worthix.com