The Chief Customer Officer Human Duct Tape Show Podcast
1) Prioritize Customer Dignity, Listen to First-hand Accounts, and Turn One-time Customers into Loyal Regulars
Today’s compilation features excerpts from two interviews: Christopher McShane, SVP of customer experience at Serta Simmons Bedding, and Jon Picoult, founder of Watermark Consulting. Both my guests sp...Show More
2) How to Measure the Extraordinary in an Experience-driven Economy
I had the pleasure of speaking with neuroscientist, professor, speaker, author, and cofounder of Immersion Neuroscience, Dr. Paul Zak. Give this episode a listen for invaluable wisdom on deepening yo...Show More
3) Customer-centric Companies Are Employee-centric
As we head into the new year, I ask that you revisit this podcast episode, where you’ll find many more valuable gems from my friend, Curtis Kopf. Your business—and your customers—will thank you. In my...Show More
4) What I Know: Shared Memories Build Bonds
As you’re developing what you develop your products, your services, know that—in your communication, you have a wonderful opportunity to rise above—to show who you are as people in how you communicate...Show More
5) First Things First: Get the Fundamental Customer Experience Right
In this conversation with Matt Baer—Chief Digital and Customer Officer at the longstanding, iconic retailer Macy’s—shares key insights on the importance of getting the fundamental customer experience ...Show More
6) How Can You Improve Employee Experience Within a HealthCare Nonprofit?
In this conversation with Cassandra Crowe, Chief Executive Officer at Sharp HealthCare, Cassandra shares some high-level insights regarding the employee experience transformation at Sharp HealthCare a...Show More
7) What I Know: Lead for Admirable Growth
How are you taking steps to deliver what you do? Are you willing to step outside the bounds of what everybody else does? And take an ADMIRABLE action in how you do it?
8) Are You Improving Employee and Customer Experience Simultaneously?
Lynda Firey-Oldroyd, CCO of Topgolf speaks on previous career successes at blue chip companies and details the importance of employee and customer experience at TopGolf.
9) What I Know: “One Version of the Truth" is Critical
In order to move from where you are, you need to all agree on where you’ve begun. “One version of the truth" is critical. In this episode, I share an exercise you can do with your team to start the pr...Show More
10) A CCO's Role Goes Beyond Customer Experience to Change Management
In this conversation with Andy Clement, the CCO at Kimberly-Clark Professional, who has been with the organization for over 30 years, we discuss how digitizing the sales operations has impacted this ...Show More