Sweets of CX
Aiming to bring real customer experience stories to life, the chance to tell stories and challenges. Our goal is to be the cherry on top of your customer experience needs.
Episodes
•Where things currently stand, and how we got here.
•His definition of true communication, and how to best communicate with our customers- as well as within our organizations.
•His top 3 pieces of advice for meeting- and exceeding- customer expectations.
•The goals he'd suggest we keep at the forefront when it comes to collaborating for s...
Why it matters, and why it's coming back NOW.
How we go about delivering operationalized personalization.
Some of the best ways she's found to promote alignment around a personalized CX approach.
What value personalization brings to CX on a whole.
(And more.)
She then shares her opinion of/experiences with Delta.
What are the top 1-3 moments of the onboarding experience with the customer and the employee?
How can businesses ensure a smooth onboarding experience?
What are the biggest challenges to watch for?
What are some areas brands can leverage to educate their teams around onboarding?
Stacy then finishes off by tellings us about her experiences with Apple and Trader Joes.
Journey to getting CCXP Certified, and WHY it was important for you to receive the Certification.
How has the CCXP Certification helped you create a CX mindset within the organization?
What are some challenges you had with this, and how did you overcome them?
Finally, Braeden ends b...
- What would you say are the most pivotal responsibilities you have, as a Customer Success Manager? / Where is most of your focus placed on a daily basis?
- Can you give us perhaps the top 3 Customer Challenges that you've run across, and what specific solutions have you found to b...
- What's your secret sauce to winning over customers?
- What challenges are the toughest you've overcome to get to this point so far?
- What few things drive the biggest success in your CX journey as an org?
- What was the biggest surprise ...
Her day-to-day and what it's like
Challenges they've faced and overcome
Importance of aligning the org
Unique touchpoints with the member experience to make it valuable
What the CX champion contest meant to them
And her experiences with many local brands including Chick-Fil-A
Where do you start?
How do you change the culture?
Who should be involved?
How does wellness play a role in the culture shift?
Jenny then tells us about an experience she had at a local Costco with a small brand distributing some yummy goods.
Where do people start?
How do you keep the project alive and engaging?
What are some gaps people should avoid?
How do people on the fron...
What is item 1 and 2 on the priority list if you plan to implement CX software?
How can you avoid some of the challenges people face?
Who should be involved in the process and how involved should they be?
Nate th...
Why should people use chat?
How do businesses structure a team to handle chat support?
What are some unique ways people can use chat/bots in their journey?
What is the best way to get started if you aren’t using chat?
What ...
Where do we start to prevent retention?
What unique ways have you seen companies handle bad experienc...
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