The One Thing - Customer Experience From the Top - podcast cover

The One Thing - Customer Experience From the Top

MouthMedia Network•thepetrovaexperience.com
Business
Management
Marketing
Great customer experience, the only competitive strategy in today's business reality, is fueled by great leadership. Culture starts at the top, but many brands don't drive customer-first strategy in their business models. For those at the top who want to make that leap but don't know how, Customer Experience expert Liliana Petrova joins leaders who share what they do to put the customer at the center of their business.
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Episodes

The Value of Moving Fast and Trying New Things - with Kambiz Hemati

Innovation is about connecting the dots and solving human problems. Without context or story, this will not have ROI. The starting point for any experience-design program is knowing the DNA of the brand and the customers it serves. Just ask Kambiz Hemati, VP, Customer Experience & Environments at American Eagle Outfitters, whose impressive career has put him in the middle of the action with big brands like Foot Locker, Nike, and Starbucks. Twenty years of experience design, focused on innova...

May 24, 2021•47 min•Ep. 7

The Role of Digital in the Student Experience - with Miguel Martinez-Saenz

Customers are always paying attention -- you can’t miss a beat. There’s nowhere that’s more true than with an institution of higher learning, where students are both customers and residents. So setting a standard for student experience is paramount for leadership. Just ask Miguel Martinez-Saenz, President of St. Francis College in Brooklyn NY (of which Liliana Petrova happens to also be an alumna). Miguel shares with Liliana: why, as a leader, Miguel has a zero-tolerance policy for disrespect of...

May 05, 2021•45 min•Ep. 6

The Right Buy-In, The Right Customer Experience - with Michael Williams

The life-cycle of a customer is the exact map brands need to create strategic experiences which create lifetime value for customers. Understanding where they’ve been, and where they are likely to go, are two critical building blocks for customer experience design. But also vital is leadership which spends time in the field to understand the customer’s needs, 360-communication across teams, and having buy-in from leadership in charge of the purse-strings. Michael Williams, Senior V.P. of One Vand...

Apr 20, 2021•43 min•Ep. 5

Redefine How to Capture the Patient Voice - with Alan Dubovsky

Listening. It's a basic building block to effective customer experience and, ultimately satisfaction. It is also a consistent message we are hearing on this show. Ironically, in the one industry where listening is the most impactful aspect of customer experience, health care, it may be happening the least. Alan Dubovsky, Chief Patient Experience Officer at Cedars-Sinai in Los Angeles, has embraced this ethos of listening. Alan shares insights on redefining the meaning of listening to patients, w...

Apr 05, 2021•39 min•Ep. 4

Customer Experience Is More Than One Thing - Baked by Melissa Co-Founder/CEO Melissa Ben-Ishay

From the beginning -- the first hire, the brand values, and the initial vision of the website -- cupcake dynamo Baked by Melissa has been focused on the experience of the customer. It’s part of the recipe. And with cupcakes being an emotional purchase, celebrating something happy, soothing something sad, or thanking when something is good, it's personal for both the customer and for co-founder Melissa Ben-Ishay, whose name is on the wall. Every experience a customer has reflects on Melissa herse...

Mar 05, 2021•33 min•Ep. 3

Improving Patient Experience with Video - with Meghan Nechrebecki

Every business must participate in the digital journey. How do you jump to digital if traditionally you haven't had to focus on your customer, as an industry. This is the challenge for health care. Today health care systems are supposed to meet patients where they are, and they are forced to figure it out while in motion. What's more, they have to learn from other industries. Meghan Nechrebecki, Founder/CEO of Healthcare Transformation and passionate health care administration expert, joins Lili...

Feb 17, 2021•40 min•Ep. 2
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