CX Passport

The One With Where Charging More Grew The Business – Dom Hodgson E242

What's on your mind? Let CX Passport know... [https://www.buzzsprout.com/twilio/text_messages/1736603/open_sms] Charging more… and growing because of it? Dom Hodgson shows exactly how that works. Recorded in person as a CX Passport Live episode at The Alliance Mastermind hosted by Vance Morris, Dom brings a fresh pet-industry lens to universal business truths. He gets practical… pricing, differentiation, customer magic, and how to run a business that doesn’t steal your weekends. Dog adventures, Disney-fied touches, and straight-talk guidance make this conversation fun and genuinely useful for any business. 5 Insights From This Episode * Why most businesses… including pet businesses… undercharge and how to confidently raise prices * How a simple language shift created a premium service category * Why sending physical newsletters still drives retention * A low cost way to Disney-fy your customer experience * How the right butts in the right seats transforms family-run operations CHAPTERS 0:00 Welcome to CX Passport Live with Dom Hodgson  1:25 Dom’s background and how he entered the pet world  2:21 The fastest place he spots money leaks  3:30 Why owners fear raising prices  5:51 The power of physical newsletters  7:33 How the dog adventure business started  9:03 Differentiating through language and experience  10:31 First Class Lounge  13:08 A practical Disney-fy move any business can use  15:03 Simple automation that boosts retention  17:46 Running a family business without chaos  20:41 How to reach Dom Guest Links Dom Website: https://www.petbusinessmarketing.com/ [https://www.petbusinessmarketing.com/] How to Disnify Your Pet Business book: https://www.petbusinessmarketing.com/magicbook [https://www.petbusinessmarketing.com/magicbook] Bring CX Passport Live to your event: https://www.cxpassportlive.com/ [https://www.cxpassportlive.com/] Listen: https://www.cxpassport.com [https://www.cxpassport.com] Watch: https://www.youtube.com/@cxpassport [https://www.youtube.com/@cxpassport] Newsletter: https://cxpassport.kit.com/signup [https://cxpassport.kit.com/signup] I'm Rick Denton and I believe the best meals are served outside and require a passport. Disclaimer: This podcast is for informational and entertainment purposes only. The views and opinions expressed are those of the hosts and guests and should not be taken as legal, financial, or professional advice. Always consult with a qualified attorney, financial advisor, or other professional regarding your specific situation. The opinions expressed by guests are solely theirs and do not necessarily represent the views or positions of the host(s).

The one with the kids who never quit – Sara Abbott on CX Passport Live E240

What's on your mind? Let CX Passport know... [https://www.buzzsprout.com/twilio/text_messages/1736603/open_sms] What happens when you build a workplace so strong, your talent never quits? CX Passport Live sits down with Metropolis Resort GM Sara Abbott to unpack how a clear hiring philosophy and intentional talent development fuel consistent quality and operational success. Recorded live at The Alliance Mastermind Event… packed with lessons every service leader can use. 5 insights from Sara  • Why hiring kind people creates a foundation for quality and consistency  • How Metropolis turns first time workers into reliable, long term contributors  • The business value of Metropolis University and its life skill approach  • Why human hospitality still wins even when digital efficiency is tempting  • How leadership behaviors shape a culture that strengthens retention CHAPTERS  0:00 Welcome to CX Passport Live  0:36 Meet Sara Abbott and Metropolis Resort  1:50 What Sara notices first in any resort  3:43 How Metropolis University began  6:53 Life skills that strengthen retention  7:55 Hiring young workers who stay  10:59 Building a culture of kindness  12:28 Growing leaders from within  15:56 First Class Lounge  23:42 Keeping hospitality human in a digital world GUEST LINKS Metropolis Resort https://metropolisresort.com/ [https://metropolisresort.com/] MORE CX Passport... Bring CX Passport Live to your event: https://www.cxpassportlive.com/ [https://www.cxpassportlive.com/] Listen: https://www.cxpassport.com [https://www.cxpassport.com/] Watch: https://www.youtube.com/@cxpassport [https://www.youtube.com/@cxpassport] Newsletter: https://cxpassport.kit.com/signup [https://cxpassport.kit.com/signup]  I'm Rick Denton and I believe the best meals are served outside and require a passport. Disclaimer: This podcast is for informational and entertainment purposes only. The views and opinions expressed are those of the hosts and guests and should not be taken as legal, financial, or professional advice. Always consult with a qualified attorney, financial advisor, or other professional regarding your specific situation. The opinions expressed by guests are solely theirs and do not necessarily represent the views or positions of the host(s).

The One With Science And Imagination Driving Transformation - Trina Di Giusto E239

What's on your mind? Let CX Passport know... [https://www.buzzsprout.com/twilio/text_messages/1736603/open_sms] Curiosity from the lab. Creativity from marketing. Transformation across a global pharma giant. Trina Di Giusto brings a scientist’s discipline and a storyteller’s instinct to CX. She explains how decentralized teams can still create harmony, why AI is tempting but rarely the fix, and what it takes for change to stick in a complex organization. 5 Insights From This Episode • Scientific thinking becomes a CX advantage… methodical meets imaginative • Pharma customers span patients, providers, payers, and regulators • Delegation without orchestration leads to fragmentation • AI only works when the underlying process is healthy • Real change lasts when vision, skills, incentives, resources, and action align CHAPTERS 00:00 Meet Trina from Basel 01:27 When science meets storytelling 03:47 Logic in a creative world 05:50 Blurring science and marketing 08:29 Defining CX in pharma 11:18 Delegation versus orchestration 13:57 First Class Lounge 18:01 Why tech is not the fix 22:51 What change management really requires 25:56 Lessons across six transformation cycles 28:06 Final takeaways and how to reach Trina Guest Links LinkedIn: https://www.linkedin.com/in/trinadigiusto/ [https://www.linkedin.com/in/trinadigiusto/] Listen, Watch, Newsletter Listen: https://www.cxpassport.com [https://www.cxpassport.com] Watch: https://www.youtube.com/@cxpassport [https://www.youtube.com/@cxpassport] Newsletter: https://cxpassport.kit.com/signup [https://cxpassport.kit.com/signup] I'm Rick Denton and I believe the best meals are served outside and require a passport. Disclaimer: This podcast is for informational and entertainment purposes only. The views and opinions expressed are those of the hosts and guests and should not be taken as legal, financial, or professional advice. Always consult with a qualified attorney, financial advisor, or other professional regarding your specific situation. The opinions expressed by guests are solely theirs and do not necessarily represent the views or positions of the host(s).

The One With Pharma CX – Silvi Haldipur E238

What's on your mind? Let CX Passport know... [https://www.buzzsprout.com/twilio/text_messages/1736603/open_sms] Pharma and CX… not exactly two words you hear together often. But what happens when customer experience thinking meets healthcare? Silvi Haldipur has lived it. From personal experience to transforming patient, provider, and payer experiences at GSK and Merck, she’s proving that empathy and data can coexist to truly save lives. 5 Insights from This Episode • CX in pharma isn’t impossible… it’s essential. Silvi shares how she turned a deeply personal healthcare experience into her mission for better patient outcomes. • Beyond ads and emails… why support, not slogans, is what patients really need. • What pharma can learn from design thinking, ethnography, and on-the-ground empathy. • How “wraparound programs” simplify post-prescription chaos and actually improve outcomes. • The rise of the Chief Customer Experience Officer in pharma… and why it’s long overdue. 🕒 CHAPTERS 00:00 Welcome and Silvi’s path from advertising to pharma 03:00 A personal story that reshaped her view of healthcare 06:00 Seeing patients, providers, and payers as customers 09:00 Ethnography and field visits to get inside the experience 12:00 Fixing the “after the prescription” experience 16:00 Brand promise meets patient promise 19:30 First Class Lounge 23:00 Data vs. insight and the pit bull story 26:00 Why pharma needs CXOs 28:30 What Silvi would change about her healthcare experience 31:00 Closing thoughts Guest Link LinkedIn: https://www.linkedin.com/in/silvihaldipur/ [https://www.linkedin.com/in/silvihaldipur/] Listen / Watch / Subscribe Listen: https://www.cxpassport.com [https://www.cxpassport.com] Watch: https://www.youtube.com/@cxpassport [https://www.youtube.com/@cxpassport] Newsletter: https://cxpassport.kit.com/signup [https://cxpassport.kit.com/signup] I'm Rick Denton and I believe the best meals are served outside and require a passport. Disclaimer: This podcast is for informational and entertainment purposes only. The views and opinions expressed are those of the hosts and guests and should not be taken as legal, financial, or professional advice. Always consult with a qualified attorney, financial advisor, or other professional regarding your specific situation. The opinions expressed by guests are solely theirs and do not necessarily represent the views or positions of the host(s).

The One With Behavior Driven CX - Candy Kothmann E237 Greatest Hits

What's on your mind? Let CX Passport know... [https://www.buzzsprout.com/twilio/text_messages/1736603/open_sms] How do you deliver empathy at scale when the stakes are life-changing? In this *Greatest Hits* episode of CX Passport, recorded live in Austin as a CX Passport Live, Candy Kothmann shares what it means to lead a customer experience operation inside a government agency...the Texas Workforce Commission.  Originally aired as Episode 207, this conversation opened eyes to the human side of CX in crisis situations. Candy’s team supports Texans during unemployment... moments filled with fear, frustration, and uncertainty...and does it with respect, empathy, and a behavior-based performance model that drives real connection. CHAPTERS   00:00  Respect, compassion, and courtesy   03:50  Building empathy into every call   05:48  Balancing efficiency and humanity   07:47  Turning emotional calls into positive experiences   09:03  Crisis response and wellness checks   11:09  Supporting agents after difficult calls   12:37  First Class Lounge   16:32  Managing complaints in a regulated environment   19:18  Improving what you can control   If you like CX Passport, I have 3 quick requests: ✅ Subscribe to the CX Passport YouTube channel https://www.youtube.com/@cxpassport   ✅ Join other “CX travelers” with the weekly CX Passport newsletter https://cxpassport.kit.com/signup   ✅ Bring 🎙️🎬 CX Passport Live to your event https://www.cxpassportlive.com I'm Rick Denton and I believe the best meals are served outside and require a passport.