Why You Can't Miss This Episode

This episode dives deep into practical strategies for getting things done right, balancing the needs of customers, employees, and businesses. Michelle Spaul, a seasoned CX consultant, shares actionable tips to ensure sustainable success in customer experience while maintaining empathy and integrity. Learn how to elevate decision-making, manage risks effectively, and align strategies for long-term growth.

About the Guest

Michelle is an independent CXM consultant who blends business expertise with a fresh perspective. She helps clients understand their customers, meet their needs, and achieve remarkable business outcomes. Michelle has been using Customer Feedback for over 30 years to improve products, services, and touchpoints. She shares her experience and lessons with the business community through hands-on support and mentoring. She fosters sustainable change by influencing colleagues and emphasising the value of customer experience management.

Relevant Links

https://customerexperienceconsultant.co.uk

https://www.linkedin.com/in/michelle-spaul-customerexperience/

The Top 3 Key Learnings

1. Balance Is Key: A successful CX strategy integrates the needs of customers, employees, and the business. It’s not about customer-centricity alone but finding harmony between these elements for sustainable growth.
2. Master the Basics Before Innovation: Focus on delivering consistent, reliable services that meet functional needs before adding extraordinary elements. Basics create the foundation for long-term trust and loyalty.
3. Stop, Think, and Listen: Leaders should pause and evaluate decisions from all perspectives—business, employee, and customer—ensuring alignment with long-term strategies and goals.

Chapters

00:00 Introduction and Guest Presentation

02:47 Values and Balancing Business, Customer, and Employee Needs

03:04 Practical Tips for Balancing Business and Customer Needs

09:35 Balancing Short-Term Gains with Long-Term Vision

12:45 The Role of Philosophy and Values in Decision-Making

16:38 Prioritizing Quality Over Speed

19:42 Understanding Customer Needs and Adding Value

26:13 Future of Customer Experience

27:30 Contact Information and Final Thoughts

Keywords

customer experience, CX strategy, quality management, balancing needs, practical tips, risk management, employee alignment, customer satisfaction, innovation in CX, sustainable business growth, Michelle Spaul, Gregorio Uglioni, CX Goalkeeper Podcast, practical CX strategies, functional needs, customer journey, stop think listen, organizational goals, reliable services

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