The CX Guru
Every business comes to life through its Service Experience. Your business success depends on whether your Customers are loyal to YOU. That’s where real value and profit is created. Great companies ubiquitously have great customer experiences. A thin red line divides those that invest and consistently deliver what their Customers need and those that fail and get disrupted. In competitive and challenging times, leaders need to double down on their Service Experience. Learn and grow the value you create. Grow your success. Be on the right side of that thin red line. The CX GURU with host Eric Michrowski, a globally recognized Ops & Customer Experience Guru, public speaker and author explores through leader interviews how to increase the value you create, distinguish yourself from the pack, grow your business and your success. Your business success story begins now.
Episodes
October 15, 2020 • 26 min
In this episode, Colin Crowley shares his experience and successes in innovating Customer Experience for Freshly, a leader in the digital meal delivery category. He touches on the benefits of a well implemented AI, RPA and Offshoring Strategy. Tune in for some ideas on innovating in the digital space.
Colin has spent over 10 years in senior leadership roles in e-commerce customer service and is proud to be the inaugural VP of Custo...
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The restaurant industry has been a leader in Service Experience. Professor Alex Susskind from the Associate Dean for Academic Affairs at the School of Hotel Administration at Business, Cornell University shares some great insights and heartwarming stories on how the Restaurant Service Experience can be adapted in these challenging times with some ideas to guide the recovery.
Dr. Alex M. Susskind is a Professor of Food and Beverage ...
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September 17, 2020 • 19 min
To drive a consistent message and customer experience, an important consideration is to tightly define your brand narrative so that the story remains consistently on message, particularly at the front line. Elizabeth shares some ideas to define your brand narrative and cascade it across your organization.
Elizabeth is a content strategist focused on bringing authenticity to every level of brand communication. An advocate for “squir...
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September 3, 2020 • 37 min
Dr Leonard Berry from Mays Business School at Texas A&M University joins me to share some key insights from his recent published work addressing the future of Service Experience in the current Pandemic Age. He speaks to the importance of safety and shares transformations that are occurring across industries. He also presents a concept of an Essential Services Workforce Alliance based on the learnings from the current Pandemic t...
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August 20, 2020 • 32 min
In these challenging times, many leaders are questioning the need to invest in Customer Experience. Kunal Chopra shares 4 recent examples that showcase the rapid return on investment in key Customer Experience initiatives and shares some ideas on areas to focus on to maximize value. If you are looking for ideas to maximize the return on investment for key customer experience initiatives, you need to tune in to this episode!
Kunal i...
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August 6, 2020 • 27 min
Gwen Oglesby shares some insights on Customer Experience in Contact Centers based on her extensive experience and recent book Call Center: A Focus on Customer Service. Contact Centers are a crucial component of any customer experience that too often are driven by cost savings as opposed to delivering great experiences.
About the book: Call Center: A Focus on Customer ServiceThe intent of this book is to create dialogue and spark se...
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If you want a fantastic read to inspire your Customer Experience journey, look no further than Dr Mark Colgate’s Science of Service. A great read that is anchored in science and research not one hit wonders. With fun analogies, he explores some of the salient themes from his book including the 3Rs framework including the importance of Reliability and consistency, keeping your core promise. He discusses the importance of excellence,...
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July 10, 2020 • 19 min
This week on the CX Guru, Eric Michrowski answers 5 listener questions. He explores topics on Customer Effort and the impact on Service Design, the importance of Empowering team members, Contact Center Metrics and ways to shift them and the Best Service Metrics to implement is service based roles to drive the right Customer Experience outcomes.
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A fantastic conversation with Louis Saint-Cyr, an exceptional operational leader that shares his secrets to leadership for great customer outcomes. Louis has held several senior leadership roles across 3 airlines and currently is an Executive Vice President at FMT. He held instrumental roles in the transformation and growth of both Hawaiian Airlines and WestJet. His style of leadership is unique and epitomizes the attributes of a g...
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As we begin to return to work from the current COVID-19 Black Swan event, one topic that has drawn a lot of interest is how to optimize remote work and deliver great Customer Experience outcomes. Tapping into her recent research in this space, Dr Madison Hanscom identifies 3 key considerations that all Customer Experience leaders should consider in making remote or flexible work successful: Trust, Communication and Recognition. She...
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Interview with Dale Lawrence where he shares how his roots in music helped him create innovative customer experience solutions. He shares his 3 Golden Rules to drive success in your Customer Experience Transformations. Listen in to help improve your success with Customer Experience.
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May 14, 2020 • 8 min
My Customer Experience Why.
I didn’t grow up with a silver spoon. I learned the value of a buck at a young age. Paying my way through University by working hard in Customer Service, in the Airline industry. From a young age, I knew how to turn a frowning guest into a happy Customer. I quickly realized that if I put my heart and soul into it, I could make anyone smile. And that a happy guest made my day much easier.
Learning to be g...
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May 1, 2020 • 1 min
CX Guru with Eric Michrowski - Trailer
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