Byron Cannon is the CEO of LDK Seniors' Living, a business created with the aim of disrupting the aged-care industry by providing high-quality care in vibrant communities. As the Chief Executive Officer, he is responsible for the day-to-day management of the business, making decisions on all matters affecting operations, performance and strategy. In today's episode, Byron shares the secret of what makes LDK different. Resources and links: https://ldkhealthcare.com.au/ https://www.linkedin.com/in...
Dec 21, 2020•56 min•Ep. 57
Jeff Sells is the Executive General Manager of Retail Pharmacy for Sigma Healthcare, a leading network of independent and franchised pharmacies and healthcare providers across Australia. In this episode, Jeff unpacks how Sigma Healthcare manages their brands across two main value propositions: price/range and service/value; and how they navigate running a B2B organisation while still emphasising their B2C side. He also discusses the impacts of the pandemic on the pharmacy industry. Connect with ...
Dec 07, 2020•32 min•Ep. 56
Alana Parker is the Chief Marketing Officer at the Royal Freemasons' Benevolent Institution (RFBI). Alana is an experienced marketing and communications professional with over 20 years' experience, spanning both the for-profit and not-for-profit sectors. In this episode, she shares the insights she's gained working in the aged care sector, how to work with your customers to change their perceptions, and how the aged care sector is dealing with the pandemic. Connect with us: Michael Momsen on Li...
Nov 23, 2020•34 min•Ep. 55
Rosemary Martin is the Chief Customer Officer for Flybuys, the most popular customer rewards programme in Australia. In this interview, Rosemary discusses valuable customer insights Flybuys has gained throughout their twenty-five years of existence, and how the customer experience and the features Flybuys offers have changed during the pandemic. Connect with us: Michael Momsen on LinkedIn This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more infor...
Nov 09, 2020•53 min•Ep. 54
Ryan Baker is the General Manager of Operations at Bunnings and a retail professional with 15 years of experience driving high performing teams. He's been working with Bunnings since he was twenty and has now been with the company for almost nineteen years. After working his way through various roles, he now looks after all the stores in Australia. In this episode, he discusses how Bunnings maintains a connection to their local community by allowing individual stores to create their own set of v...
Oct 26, 2020•35 min•Ep. 53
Andrew Durack is the Marketing Manager for St Ives, a leading retirement living operator in Western Australia. Rather than comparing themselves to competitors, Andrew has looked to the lives being led by their residents for his marketing inspiration. The first thing you’ll learn in this episode is that retirement living and aged care are very different things. Retirement village residents prize their independence and autonomy, so customer experience must walk a tight-rope between being invisible...
Feb 10, 2020•47 min•Ep. 52
Emma Brady is the Customer Experience Manager at Lush Cosmetics, a brand known for their customer service excellence. Recently, Lush won an award for Customer Experience Innovation of the Year (2018). In this episode, Emma walks us through the difference between customer service and customer experience, and shows how great experience design is about understanding customer needs and expectations. We also talk about the tension between decentralisation and consistency, and how Lush transformed the...
Jan 27, 2020•1 hr 6 min•Ep. 51
A few special announcements for Customer Experience Leaders in 2020. Resources mentioned: Michael Momsen (LinkedIn) Adam Jaffrey (LinkedIn) This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information....
Jan 20, 2020•4 min
Bruce Dobson is the Director Customer Experience and Business Transformation at the City of Boroondara. He is leading a revolutionary $129M customer experience and business transformation strategy at this local government. This transformation will reconstruct every customer touchpoint and operation over a 15 year period to truly focus on customer centricity. And on this episode, Bruce walks us through the $129M program in detail, the challenges they've had implementing it so far, and how they pl...
Dec 09, 2019•41 min•Ep. 50
Jon Dick is the Vice President of Marketing at HubSpot, a leading marketing software company who are focused on customer centricity. They've led the industry for years and essentially invented the inbound marketing methodology. In this episode, Jon tells us why HubSpot killed the traditional sales funnel and replaced it with their flywheel model. We also discuss how the most successful brands aren't focusing on tech disruption, but instead are leading with "Experience Disruption". Resources ment...
Nov 11, 2019•51 min•Ep. 49
Shawn Callahan is the Founder of Anecdote, an agency focused on business storytelling. In this episode, Shawn shares the 4 essential elements of telling an effective story. We also discuss how storytelling can help improve internal culture and how to use storytelling to improve your sales process and customer experience. Resources mentioned: Annie’s Box (book), by Randal Keynes. Anecdotally Speaking (podcast), by Shawn Callahan & Mark Schenk. Michael Momsen (LinkedIn) Adam Jaffrey (LinkedIn)...
Oct 07, 2019•50 min•Ep. 48
Carolyn Raine is the Executive Director of Strategy and Engagement at Local Land Services, a New South Wales government department that helps farmers and land holders with issues around biosecurity and resource management. In this episode, Carolyn shares how they’ve been able to identify issues with their customer experience and drive cultural change that has resulted in a 126 point improvement to their NPS! Resources mentioned: Mercury: An Intimate Biography of Freddie Mercury (book), by Lesley...
Sep 09, 2019•36 min•Ep. 47
Ben Lynch is the CEO of Clinic Mastery, a company that helps healthcare businesses grow by putting customers first. In this episode, Ben shares his tips for creating a ‘care’ factor in healthcare, and also the process to identify and fix systemic problems in a business to improve the overall customer experience. Resources mentioned: This Is Marketing (book), by Seth Godin Purple Cow (book), by Seth Godin The Experience Economy (book), by Joseph Pine & James H. Gilmore Never Lose A Customer A...
Aug 12, 2019•48 min•Ep. 46
Jonah Staw is the Head of Ultimate Ears Custom Earphones, a division of Logitech which is tasked with creating bespoke, customised, audio products. In this episode, he takes us behind the scenes of how you deliver customised products at scale, and shares some tips on how to unlock great experiences in the most unexpected ways. Resources mentioned: Joe Rogan’s Elon Musk interview (podcast) The Sixth Man (book), by Andre Iguodala. Michael Momsen (LinkedIn) Adam Jaffrey (LinkedIn) Key takeaways (st...
Jul 08, 2019•39 min•Ep. 45
Roger Dooley is the author of Friction - a book exploring why friction matters to customer experience. In this episode Roger shares his tips for identifying points of friction, and how to use friction to your advantage so you can build customer loyalty. Resources mentioned: Friction (book), by Roger Dooley Perennial Seller (book), by Ryan Holiday Michael Momsen (LinkedIn) Adam Jaffrey (LinkedIn) Key takeaways (starts at 36:39): Friction can cause problems for customers and breed disloyalty. Put ...
Jun 10, 2019•45 min•Ep. 44
Nick Palumbo is the Founder of Gelato Messina, one of the most-loved gelato brands in Australia (if not, the world!). Known for their creative specials, Gelato Messina is obsessive about the quality of their product, to the point where they even bought a dairy farm! In this episode, Nick shares how Gelato Messina’s attention to detail results in delivering an exceptional experience to customers, even when they’re stuck waiting in a queue. Resources mentioned: Michael Momsen (LinkedIn) Adam Jaffr...
May 13, 2019•43 min•Ep. 43
Joe Picco is the Director of Guest Services at The Madison Square Garden Company , an organisation that runs a collection of iconic venues such as Madison Square Garden. Joe and his team are responsible for making sure up to 20,000 people have a great experience each and every time they visit. In this episode Joe shares the secrets behind the Madison Square Garden playbook and why the company focuses on delivering personal experiences to every one of their guests. Resources mentioned: Excellent ...
Apr 08, 2019•30 min•Ep. 42
Over the last 2 years on the show, we have interviewed 40 of the world’s leading customer experience leaders. During these conversations, we noticed several universal themes and best practices emerge which show how world-class brands manage their customer experience. And so, we collated these insights into four mega-themes and built an overarching model which will help you create amazing experiences for your customers. We call it The Customer Experience Flywheel , and it's our gift to the CX com...
Mar 18, 2019•44 min•Ep. 41
Neil Perry is the Culinary & Brands Director at Rockpool Dining Group. Neil is an iconic Australian chef who runs 60 world-class restaurants and 16 award-winning brands. He is also in charge of menu development for Qantas. In this episode Neil shares his secrets for managing customer experience across so many restaurants and brands. Plus you’ll learn why staff at Rockpool Dining Group are taught to CARE about every person in the food chain. Resources mentioned: Gourmet Traveller (Magazine) T...
Mar 04, 2019•36 min•Ep. 40
Patrick Campbell is the Co-Founder and CEO of ProfitWell, a company focused on helping subscription-based businesses reduce churn and build loyalty with their customers. In this episode Patrick shares his tips for finding the right price for your product, and the secret behind fixing pricing problems without damaging your customer relationship. Resources mentioned: Google Scholar (website) The Comprehensive Guide to Reducing Churn (eBook) Michael Momsen (LinkedIn) Adam Jaffrey (LinkedIn) Key tak...
Feb 18, 2019•44 min•Ep. 39
Sonya Lacore is the Vice President of Inflight Operations at Southwest Airlines, an airline known for delivering on customer experience. Sonya runs a team that manages the 16,000 flight attendants at Southwest Airlines and is responsible for making sure staff deliver on the organisations core values. In this episode Sonya shares her tips for how to bring large teams of staff along on your vision, and why it’s important for management to always spend time with their front line employees. Resource...
Feb 04, 2019•44 min•Ep. 38
Michael Momsen is the Founder and CEO of RateIt. RateIt is on a mission to end survey hell, and is the most delightful way to collect feedback from your customers. Michael is also the co-host of Customer Experience Leaders. In this very special episode, Michael explains how to capture more useful feedback from your customers and how to use that to create amazing experiences. Michael also shares his top lessons from over 30 episodes of Customer Experience Leaders. And … we go behind the scenes of...
Jan 21, 2019•56 min•Ep. 37
Steve Hopkins is the Director of Customer Success and Support at Culture Amp - a company focused on helping businesses measure culture and gain insights from their employees. In this episode Steve shares his tips for how to measure culture, how to change your culture, and the importance of listening to your staff on a regular basis. Resources mentioned: Culture Amp (website) Dare to Lead (book), Brené Brown The 15 Commitments of Conscious Leadership (book), by Jim Dethmer, Diana Chapman, & K...
Jan 07, 2019•36 min•Ep. 36
Jacco vanderKooij is the founder of Winning By Design - a company which helps businesses grow and improve their sales. Jacco is an expert at breaking down sales to its core elements so you can focus on what’s important to your customer. In this special episode Jacco will share his secrets for building a customer-centric sales team, and explains why it’s important to stop selling customers and to focus on helping them buy. Resources mentioned: Winning By Design (website) The Art of Making Love (v...
Dec 23, 2018•57 min•Ep. 35
Eric Almquist is a partner at Bain & Company and is the author of The Elements of Value framework. In this episode, Eric shares insights from Bain’s Elements of Value research and provides useful tips on how you can identify what your B2B customers actually want. Resources mentioned: Maslow’s Hierarchy of Needs (article) The Elements of Value (website), Bain & Company The B2B Elements of Value Pyramid (image) The B2B Elements of Value (Harvard Business Review, 2018), Eric Almquist, Jamie...
Dec 10, 2018•39 min•Ep. 34
Dominique Levin is Managing Partner at Winning By Design and is one of the champions of the Customer Success movement. In this episode Dominique will share her secrets for implementing customer success and help you build business impact with your customers. Resources mentioned: Winning By Design (website) Key takeaways (starts at 32:03): Customer success is about taking responsibility for business impact. Everyone should think about customer success. Invest in the technology needed to find out w...
Nov 26, 2018•38 min•Ep. 33
Nancy Friedman is the president of Telephone Doctor, an organisation dedicated to helping companies deliver great experiences when dealing with customers over the phone. Nancy is an expert at making sure your staff can get the information they need from callers, and in this episode shares why you should always be open and honest with your customers, plus shares her tips on how to deal with angry callers. Resources mentioned: Telephone Doctor (website) Service Skills (course) Nancy Friedman (webs...
Nov 12, 2018•43 min•Ep. 32
Robert Spector is the author of The Nordstrom Way, a book which dissects how the company’s intense focus on the customer allows them to survive and thrive when other stores have failed. In this episode Robert will share the secrets from his interviews with three generations of the Nordstrom family, giving you practical tips to keep your customers coming back. Resources mentioned: The Nordstrom Way (book), by Robert Spector Robert Spector (website) Key takeaways (starts at 22:37): Start with the ...
Oct 29, 2018•29 min•Ep. 31
James Dodkins is the Customer Experience Rockstar. After a career touring the world as a guitarist in a heavy metal band, James now uses his real-life experience to help brands deliver rockstar experiences for their customers. In this episode you’ll learn why organisations should put customers second, and James shares his four steps for proactively dealing with complaints. Key takeaways (starts at 30:02): Be proactive with complaints by using the 4 step process (Identify, Monitor, Communicate an...
Oct 15, 2018•36 min•Ep. 30
James Dodkins is the Customer Experience Rockstar. After a career touring the world as a guitarist in a heavy metal band, James now uses his real-life experience to help brands deliver rockstar experiences for their customers. In this episode you’ll learn why it’s important for brands to think about the customer on a personal level and how doing this can help you think about what a successful experience means for them. Key takeaways (starts at 16:28): Start with empathy Challenge your perception...
Oct 01, 2018•22 min•Ep. 29
