• Unclosed Loops Are Circles In Hell
    2024/11/21

    Unclosed loops are very, very bad customer experiences. I explain why, and how to avoid leaving unclosed loops with your customers.


    Connect with Sam on LinkedIn


    Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.


    Hosted on Acast. See acast.com/privacy for more information.

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    8 分
  • How 2 CX Leaders Found Their Way To Customer-Facing Roles
    2024/11/14

    The greatest irony is that CX teams who are responsible for customer experience don't actually deliver customer experiences themselves. Except Beth and Scott do. And in this episode, we hear their stories from the front lines!


    Beth Karawan on LinkedIn - be sure to subscribe to her newsletter - Donut Friday


    Scott Gilbey on LinkedIn

    Scott's article in Entreprenuer magazine on his experience


    Connect with Sam on LinkedIn


    Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.


    Hosted on Acast. See acast.com/privacy for more information.

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    21 分
  • Service Recovery Done Right - Fast, Proactive, Decisive & Human
    2024/11/07

    Service Recovery is even more magical than you think, but only if you do it right.


    Connect with Sam on LinkedIn


    Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.


    Hosted on Acast. See acast.com/privacy for more information.

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    7 分
  • Customer Value - Different Forms, Different Facets
    2024/10/31

    Onion expertise. The Ikea Effect & The mythology of the Betty Crocker cake mix research. This episode has it all.


    Jeff Louden on LinkedIn


    Connect with Sam on LinkedIn


    Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.


    Hosted on Acast. See acast.com/privacy for more information.

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    18 分
  • Emotions Matter More Than You Think - Even When You Think They Matter A Lot
    2024/10/24

    The Law Of Emotion: Emotion matters more than you think, even if you remember the law of emotion.


    Yes, inspired by Hofstatder's Law


    Connect with Sam on LinkedIn


    Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.


    Hosted on Acast. See acast.com/privacy for more information.

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    6 分
  • The Winding Path To CX & CX Insights
    2024/10/17

    The varied career paths that lead to becoming a CX professional. The ways those expeirences help you be better at your job. The ways that focusing on customers can help you in other jobs.


    Jeff Louden on LinkedIn


    Connect with Sam on LinkedIn


    Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.


    Hosted on Acast. See acast.com/privacy for more information.

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    22 分
  • Emotional Is Rational
    2024/10/10

    When someone tells you you're being too emotional, and not rational, send them this episode.


    Connect with Sam on LinkedIn


    Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.


    Hosted on Acast. See acast.com/privacy for more information.

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    6 分
  • The Future Of Customer Experience With Greg Melia
    2024/10/03

    The second part of my conversation wth Greg Melia this time with a focus on the future, what are Greg and the CXPA doing to ensure the long-term health of customer experience.


    The CXPA


    Greg on Linkedin


    Connect with Sam on LinkedIn


    Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.


    Hosted on Acast. See acast.com/privacy for more information.

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    26 分