Business Transformation Pitch with The CX Goalkeeper

The CX Goalkeeper had a smart discussion with Shep Hyken Shep Hyken, customer service and experience expert, keynote speaker and NYT bestselling author, helps companies deliver AMAZING customer service experiences! Shep will publish his latest book "I'LL BE BACK - How to Get Customers to Come Back Again and Again" on September 20th, 2021 You will learn: The definition of AMAZING The Green Egg Story Where does Shep buy cars how to connect history based measurements and future customers behaviours How to meet customer's expectations by giving the shortest customer service speech in the world a 6 steps process on how to create I’ll be back experiences (part of latest book) … and much more Shep’s golden nugget: Customer service is not a department. It is philosophical, it is cultural. Indeed, the best companies to do business with are also the best companies to work for. How to contact Shep: - www.linkedin.com/in/shephyken/ - www.sheptv.com - www.hyken.com (subscribe his newsletter, great content and amazing comics) Thank you, Shep! #customerexperience #leadership #askshep #cxgoalkeeper

The CX Goalkeeper had a smart discussion with Jeff Sheehan Jeff is a customer experience (CX) practitioner, CX author, and an active member of the global CX community. He is a passionate customer advocate whose work improves operational excellence and profitability, customer intimacy, and growth using pragmatic solutions built on the pillars of strategy, people, process, and technology. He is the author of the book: Customer Experience Management Field Manual: The Guide For Building Your Top Performing CX Program. Jeff is an an Ambassador of the ECXO In this episode you will learn: Some highlights on the ECXO The book "Customer Experience Management Field Manual" is stuctured in short chapters leveraging the experience of the same way on how field manuals from the military were created Writing a book is also an experience. Jeff leveraged beta readers from the outstanding CX community to improve his manuscript. The book is for everybody working in the CX field. It should stay on your desk as a reference for your daily jobs … and much more His book suggestion: · The Best Service is No Service, 2008; B. Price, D. Jaffe Jeff’s golden nugget: Everyone has a book inside, which need to be written. Write your book, leave your legacy. How to contact Jeff: https://www.linkedin.com/in/jeffsheehandublin/ You can find the book here: mybook.to/CXFieldManual Thank you, Jeff! Thank you European Customer Experience Organization (ECXO) #customerexperience #leadership #cxgoalkeeper #exco #cxtransformation #employeeexperience #CXO #CX #experiencedesign

The CX Goalkeeper had a smart discussion with Tue Sottrup Chief CX Evangelist at Dixa & an Ambassador of the ECXO. Tue is passionate about customer service and engagement, and he truly believes that software can empower customers and businesses to build stronger bonds, be more efficient and increase productivity to unprecedented levels. You will learn: Some highlights on the ECXO How DIXA makes the conversation between companies and customers EASIER How agents can focus on the customers and not on the systems they are using How to create happy agents and engage them in the improvements process How to get the buy-in from the organization to act on customers’ / agents’ feedback … and much more His book suggestion: The Effortless Experience - Matthew Dixon, Nick Toman, Rick DeLisi Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days - Joey Coleman Tue’s golden nuggets: Customers are always right to be understood. They are not always right in what they want but in being understood. Be able to change, be quick on adapting. How to contact Tue: · https://www.linkedin.com/in/tuesottrup/ · https://twitter.com/tuesottrup Thank you, Tue! Subscribe to the ECXO: www.ecxo.org/individuals #exco #cxgoalkeeper #customerexperience #leadership #cxtransformation #employeeexperience #CXO #CX #experiencedesign

The CX Goalkeeper had a smart discussion with Maurice FitzGerald (second half) Editor in Chief - Content, at OCX cognition. VP Customer Experience HP Software (retired). Former manager of the 23,000-member Net Promoter System (NPS) Forum on LinkedIn. Helping companies to improve customer experience and their methods of developing and implementing business strategy. Achieving this by coaching, speaking, blogging and writing. You will learn: - How to leverage scorecards properly - How to cope with the missing link between customer feedback and corporate strategy - How to structure the reporting line for CX managers - The impact of technology on surveys … and much more Please don’t forget this is the second half of this outstanding friendly match with Maurice. His book suggestions: Ottolenghi Simple A Cookbook; Ottolenghi The ultimate questions; Fred Reichheld Answering the Ultimate Question: How Net Promoter Can Transform Your Business; R. Owen, L. Brooks How to contact Maurice: - https://www.linkedin.com/in/mauricetfitzgerald/ - http://customerstrategy.net/ Maurice’s golden nugget: Doing CX research without already knowing that you will get the resources, the people, and the money that you need to implement related improvements is a waste of time. It’s damaging! It gives the impression to customers that you don’t care about their opinion. Thank you, Maurice! #customerexperience #leadership #NPS #cxgoalkeeper #cxstartegy

The CX Goalkeeper had a smart discussion with Maurice FitzGerald Editor in Chief - Content, at OCX cognition. VP Customer Experience HP Software (retired). Former manager of the 23,000-member Net Promoter System (NPS) Forum on LinkedIn. Helping companies to improve customer experience and their methods of developing and implementing business strategy. Achieving this by coaching, speaking, blogging and writing. You will learn: - The mismatch between inside-out and outside-in view based on Maurice experience - NPS is not dead - NPS is a generally accepted metric - The strengths of NPS and related weaknesses - The right 3 questions to ask to get valuable feedback - What really “action” mean … and much more Please don’t forget the second half of this match, sorry interview, will be published next week. How to contact Maurice: - https://www.linkedin.com/in/mauricetfitzgerald/ - http://customerstrategy.net/ Thank you Maurice! #cx #customerexperience #loyalty #cxgoalkeeper #nps

The CX Goalkeeper had a smart discussion with Adam Posner Adam Posner is the Founder and President at NHP Talent Group- a boutique NY-based talent consultancy, specializing in talent access for Senior-level roles within: Digital Marketing, Media, Ecommerce, Product and Content Creation at Start-ups, Creative Agencies and Brands. He is also the host of the top global career podcast, ThePOZcast- showcasing experts to help you harness your inner tenacity to drive your life and career forward. He has produced and aired over 175 episodes with top guests like Gary Vaynerchuk, Grant Cardone, Kara Goldin and Tucker Max to name a few. You will learn: How to successfully pivot a career into entrepreneurship GaryVee’s advice to Adam which fits to everybody The explanation of Adam’s values: the three “P” Two big learnings of a successful recruiter Several advice to candidates to prepare the interviews … and much more His book suggestion. This time 2 personalities: Jordan Harbinger Howard Storm Adam’s golden nugget: Get comfortable being uncomfortable. How to contact Adam: www.nhptalentgroup.com www.thePOZcast.com https://www.linkedin.com/in/adamjposner/ Thank you, Adam! #customerexperience #leadership #recruiting #enterpreneurship #cxgoalkeeper

The CX Goalkeeper had a smart discussion with Santhakumaran Atmalingam Santhakumaran is the Founder of CX Expert Asia, an International Customer Experience Consultant, a Global Keynote Speaker and Judge at several international CX awards. In this episode YOU will learn: What is the role of CX professionals and why it is like being BATMAN How CX and astrology are linked What is the CX infinite loop / masterplan How to best design experiences and how to leverage ice creams to motivate teams How to leverage KANO model, the 40% rule and the King to design experiences The explanation of his very famous slide (the marriage between CX and EX linked to people, process and technology … and much more His book suggestion: · Outside-In, Kerry Bodine · Customer What? Ian Golding · Several motivational speeches of Tony Robbins Santhakumaran’s golden nugget: Take CX as a movie production and apply the same processes into your business: work hard to serve your customers at your best, instill it into everybody's heart. We are here for customers. The customers are not the problem. How to contact Santhakumaran: https://www.linkedin.com/in/santhakumaran/ Thank you, Santha! #customerexperience #leadership #cxgoalkeeper #cxasia #cxm

The CX Goalkeeper had a smart discussion with Naeem Arif Naeem is a CX thought leader. Everybody knows him. He is the Customer First Enabler. He is the Director of the United Carpets Group PLC, the Managing Director of NA Consulting LTD, he is collaborating with Midlands Women in Tech Awards and a lot more. He wrote several books. We discussed about: Pressure on retail business before and during COVID-19 crisis COVID-19 helped companies to reflect on how to be special How to create a differentiator in your business and leverage existing ecosystem opportunities Three tips on how to improve your business Women in Tech: Understanding, recognizing, and celebrating the important roles, women are having in Tech His book suggestion: Seth Godin, Purple Cow: Transform Your Business by Being Remarkable Gary Vaynerchuk, #askgaryvee One Entrepreneur's Take on Leadership, Social Media, and Self-Awareness Ian Golding, Customer What? Naeem’s golden nugget: Always put the customer first. In this way you can ensure success for your business. How to contact Naeem: Naeem@naconsulting.co.uk https://www.linkedin.com/in/naeemarif/ https://twitter.com/naconsultingltd Thank you, Naeem! #customerexperience #customerfirst #cx #cxgoalkeeper #retail

The CX Goalkeeper had a smart discussion with Peter Pirner Peter is the CMO of Petlando and the podcast host of CX-Talks. He passionately helps companies to create better customer experiences. He is a former domain lead at Kantar Germany. We discussed about: “CX Talks”, Peter’s podcast in German The development of CX in the DACH region Some tangible insights on where to start and how to progress with a CX centric transformation The possible next developments in CX Examples of best practices Shared book suggestion: The Convenience Revolution, Shep Hyken Customer Experience 3, Writing Matters Peter’s golden nugget: There is no ONE solution. If you meet a guy and he says, “this is the one solution”. This is not true. Throw him out. If he asks, “what is the problem?”, his suggestion may be part of a broader solution. How to contact Peter: www.cx-talks.com https://www.linkedin.com/in/peterpirner/ Thank you, Peter! #customerexperience #leadership #cxgoalkeeper #cxtalks

The CX Goalkeeper had a smart discussion with Michael Brandt My learnings: There are a lot of CX trainings on the market. There is a need for proper recognition of the good ones. The ECXO – European Customer Experience Organization has 500 members. It allows a forum for CX practitioners and CX professionals to discuss in their languages with an European flavor. Difference between B2B and B2C: It is not only one customer you need to convince several people (purchasing committee) about your product. Consider the product life-cycle Ensure the replacement of the existing product with the next one after the contract ends. The relationship manager needs an in depth relationships with the customer (it’s not a contact center) It starts before selling product Focus on specific customer requirements and needs Service recovery paradox, if you try to solve issues, the customers will understand you better. Different volumes (data) His book suggestion: Customer What? Ian Golding Customer Experience 3 – Writing Matters Michael’s golden nugget: Remember customers are human beings. Empathy is important. You can empathize only if you are putting yourself in the customers shoes. How to contact Michael: https://www.linkedin.com/in/michael-brandt-ccxp-9512a33/ info@cx-excellence.com Thank you, Michael! #customerexperience #leadership #CXb2b #cxgoalkeeper