Becoming a Customer Experience Legend – CX Quick Tips on CX Global Media TV with Jeanne Bliss
Of course, we have all heard about the stereotypical customer experience legends, those most customer-centric companies in the world, like Wegman’s, Trader Joe’s, Navy Federal Credit Union, Kaiser Permanente, Slack, and Workday, but what about you?
I don’t mean have you heard about these companies – I mean what about you being a leader that helps to build these types of companies?
Can you build a legendary customer experience?
Can you? Sure you can. Is it easy? No
During this broadcast for CX Global Media TV with one of our CX Expert Contributors, Jeanne Bliss, she shares a few good stories and insights into how these companies are able to sustain their customer-centric status and for the long-haul and become a Customer Experience Legend
In less than 10-minutes, you’ll get insight into several decades of experience – watch it now.
Jeanne will help you answer many questions including:
- What type of leadership creates a CX Legend?
- How do you build the leadership that creates a CX Legend?
- How do you live like a CX Legend?
Who determines what is Legendary CX?
There’s only been one answer to this question and it will never change. Your customer is the only one that decides what is legendary in your customer experience. It’s impossible for you to even understand what a legendary customer experience looks like in your companies because you are inside the company and full of bias as a result.
I explored the bias in CX with Dr. Gleb Tsipursky on the Fast Leader Show and it became clear to me that we all have to be aware of how we are loaded with decision-making errors because of the bias that lives within all of us.
We all are blinded by customer experience blindness. We might think we deliver it, and we create quality assurance programs to deliver it, but who is the best judge of your experience delivery?
Not you. And it never will be. So are you calibrating your quality assurance with your customer regularly?
Was that a frightening question to explore in your mind?
- Listen to Jeanne shares more stories in her episode on the Fast Leader Show.
- Keep up with Jeanne Bliss.
Episode Next Steps
Join us for our next broadcast: https://www.cxglobalmedia.com/live. Subscribe to our YouTube Channel for future CX Global Media TV broadcasts.
The CX Global Media CX Quick Tips is every Tuesday at 1:05 PM Eastern.
Jim Rembach is the Editor in Chief of the Customer Service Weekly and it’s Podcast host. He is President of CX Global Media and the creator of the Call Center Coach Virtual Leaders Academy. As the host of the Fast Leader Show Podcast, he has interviewed hundreds of experts, authors, academics, researchers, and practitioners on various angles, viewpoints, and perspectives for improving the customer experience. He has held positions in retail operations, contact centers, customer support, customer success, sales, and measured the customer experience. He is a certified Emotional Intelligence practitioner, Employee Retention Specialist, and recipient of numerous industry awards.