🎤Board a luxury, double aisle, supersized episode with Bryan Stoller, Global Head of Customer Care at United Airlines in “The one with United Airlines Customer Experience” CX Passport E107🎧 What’s in the episode?...
⚙️How to prioritize the insights gained from the customer contact center
👉What drove United's evolution beyond random call listening to deep contact insights?
🤯Ahh flight benefits! Flying to Hong Kong just to attend a friend's party!
💡A resolved experience makes for a good experience
🔬Learn WHERE to hunt...then GO hunt!
✅Unlocking insights by overcoming "internal thinking"
😯Handling IROPs - Irregular Operations
Hosted by Rick Denton “I believe the best meals are served outside and require a passport”
💭“Learn something from [customer] interactions TODAY...to help TOMORROW” - Bryan
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CX Passport goes video starting March 21st. Video content available now at youtube.com/@cxpassport
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#aviation #customerservice #insight #podcast #travel
👈Last Tuesday "The one with the simplicity of CX” Evas Bazirakakye Kizza
👉Next Tuesday "The one with United Airlines Customer Experience" Bryan Stoller Global Head of Customer Care at United Airlines 🎤CX Passport🎧E107
👂at all the fave podcast sites and www.cxpassport.com
#aviation #customerservice #insight #podcast #travel
🎤CX Passport’s first guest from Uganda(!) in “The one with the simplicity of CX” with Evas Bazirakakye Kizza, Customer Relationship Manager Umeme Ltd🎧 What’s in the episode?...
😊Simplicity is attractive...especially in experience
👉The evolution of Customer Experience in Uganda
💡Every interaction should create a memory...an experience
📈Good experience = Good sales = Good business results
😲Shocked to hear what some customers might do in reaction to a bad experience
😍Elevating beyond customer experience to a social responsibility
Hosted by Rick Denton “I believe the best meals are served outside and require a passport”
💭“And I realized that if a business really focused on…ensuring customer focused, they're trying to provide a solution to a customer…what does the customer want? How can we better a customer, probably it would make more sales for their business and bring in more business” - Evas Bazirakakye
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#customerservice #cx #uganda #customerexperience #podcast
Be sure and download this week's 🎤CX Passport🎧 episode with Jared E. Fink of Siegel+Gale Great experience design wisdom!
Next week...to Uganda! Let's keep the theme going in "The one with the simplicity of CX" with Evas Bazirakakye Kizza E106
#customerservice #cx #uganda #customerexperience #podcast
🎤Get beautifully designed Customer Experience in “The one with the convergence of clarity and surprise” with Jared E. Fink of Siegel+Gale in CX Passport E105🎧 What’s in the episode?...
🥰"Designing something people love"
👩🎨Humans are messy. How design for humans?
✈️What makes a great travel lounge - from chaos to calm
🔬"Beautiful simplicity is really hard to do"
💹A great in-store retail experience WILL generate business results
😍Moments of joy a great design can bring
💡What impacts a board room? That real, in-home immersive customer research
Hosted by Rick Denton “I believe the best meals are served outside and require a passport”
CX Passport is adding video in March!...subscribe at youtube.com/@cxpasport
💭“ But a lot of the work that's really enlightening, the stuff that shifts a boardroom, the stuff that really gets people to feel it is when you actually go and spend time with [people] and document it.” - Jared
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#experiencedesign #design #cx #travel #podcast
🎤CX Passport🎧The Patient Awakening from Ben Seals earlier this week
Next week…how do we get simplicity in experience design? Jared Fink Experience Director Siegel+Gale knows…
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Free assessments & downloads to help your Voice of the Customer program: www.totalvoc.com
#customerexperience #process #experiencedesign #design #marketing #shorts #simplification #simplicity #podcast
🎤There’s a revolution in customer experience coming “The one with the patient choice awakening” with Ben Seals, CEO of Thomas Eye Group in CX Passport E104. What’s in the episode?...🎧
📞When your FIRST call teaches you to love to talk to customers
💡When the CEO hears directly from customers
❗Patient choice...it's real...it's now
🧑⚕️Improving financial & MEDICAL outcomes through better patient experience
🩺Patient experience is customer experience
🍌"Banana pudding is my kryptonite"
😲Whoa! Imagine handling the emergency call from a wife scared to death about her husband's immediate eye emergency
Hosted by Rick Denton “I believe the best meals are served outside and require a passport”
💭“Giving that agent the tools and the skills to address the need is the responsibility of our leadership team in the organization.” - Ben
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#medicine #Management #patientexperience #customerexperience #podcast
🎤Who knows the customer best? “The one with the housekeepers' customer insight” with Michael Kuenne in CX Passport Episode 102🎧 What’s in the episode?...
🤔Why does experience matter if it's "just a product"
💎A brand's place on the luxury spectrum
🧹Who has the best customer insight at a hotel?
👉The impact of expectations on experience
👣No substitute for feet on the ground
🏕️Tell stories
🥰A heartwarming story of experience delight
Hosted by Rick Denton “I believe the best meals are served outside and require a passport”
💭“Your housekeepers, your night porters, your GSRs, your guest service representatives. Those are the people who know what's going on in the hotel. And probably most of all, especially in the extended stay segment, the housekeepers, they are interacting with the guests. They're in the guests' rooms, they truly understand what's going on.” - Mike
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#CX #customerexperience #hospitality #voc #podcast
This week on 🎤CX Passport🎧we learned how to avoid the "survey swear jar" with Tanya Fowler, by creating a great CX program.
Next week...
Want to know the customer? "The one with the housekeepers' customer insight" with Michael Kuenne
#cx #customerexperience #hospitality #voc #podcast
🎤Get the truth about building a full VOC program in “The one with the swear jar for the word 'survey'”🎧 with Tanya Fowler, Head of CX for FCT CX Passport E101. What’s in the show?...
🥇Tanya's first 5 minutes hold SO much VOC gold
😍She's got the role ALL of us in Customer Experience want
💡VOC isn't surveys. It's gaining customer insight!
🎯The value and the risk of customer calls
✈️Greece...the ultimate deposit in the travel memory bank
💗A learner's heart
👉Using VOC to build employee engagement
Hosted by Rick Denton “I believe the best meals are served outside and require a passport”
💭“I just feel like as soon as employees feel the value that they deliver to the customers day to day, the sky's the limit. Employees will take care of your customers each and every time.” - Tanya
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#cx #voc #customerexperiene #podcast #career
What a fun and insightful 100th episode this week! Thanks Mike for being on the show!
Next week launching season 2, we head to Canada to talk with Tanya Fowler, CCXP of FCT in "The one with the swear jar for the word 'survey'"
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#CX #voc #customerexperience #podcast #career
🎤Celebrate CX Passport’s 100th episode with the brilliant Mike Gathright SVP, Head of Customer Experience Hilton Hotels & Resorts “The one with the Hilton light and warmth of hospitality”🎧What’s in the episode?...
💡Protecting the contact center as a customer insight center created REAL product innovation results
📈Recession solve? - Lean INTO the contact center don't lean away
🎸WAY ahead of the trend for Work From Home
🤗Being WFH doesn't mean employees don't want human interaction. An idea revealed…
🧑🍳Choosing to merge digital and human experience…organizationally and functionally
🙌Shout out to Kristiina Laur...for her light and warmth hospitality for Ukrainian refugees
🔮What does 2023 look like for the Hilton Guest Experience?
Hosted by Rick Denton “I believe the best meals are served outside and require a passport”
💭“If as a company you're not having a conversation about the data and the insights that come from your contact center, and how they can be a power and a force for your organization…you've got to start there. Because if you're trying to start from a position of, “We're just answering calls” then you're going to be on your heels from the get go.” - Mike
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#hospitalityindustry #economy #customerexperience #custserv #podcast
😍A flurry of downloads and fun feedback I'm getting from this week's episode "The one with the True Tales of TWA Flight Attendants"...
🎇EPISODE 100 next week. Wow! Amazing human Mike Gathright and global hospitality brand Hilton Hotels & Resorts in "The one with the Hilton light and warmth of hospitality
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#hospitalityindustry #hospitality #customerexperience #custserv #podcast
🎤A fun & SHOCKING set of tales in “The one with the True Tales of TWA Flight Attendants” with Kathryn Kompare & Stephanie Johnson in CX Passport episode 99🎧 What’s in the episode?...
😬Ummm...flight attendant...have you seen my pants?
🤯Weight checks? Girdle checks?!...at work?!
😋Getting a cooked to order medium rare steak on a flight?
😲You'll be SHOCKED how they handled a cigar on a flight!
💡Flight attendants - "We were some of the first feminists"
😳Steamy thoughts with 007
☝️The one thing you should do to get on a flight attendant's good side
😶What happens on an overnight, stays on an overnight
🤩Beluga caviar from Iran…as an in flight appetizer?!
Hosted by Rick Denton “I believe the best meals are served outside and require a passport”
💭”It's a flight attendant. What can I say, we always find the best places” - Stephanie
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#aviation #cx #airtravel #travel #podcast
Earlier this week, the first 🎤CX Passport🎧guest from Oman Codin Caragea
😉Next week...episode 99(!) and it's a fun (and cheeky!) one with Kathy Kompare and Stephanie Johnson "The one with the True Tales of TWA Flight Attendants"
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#aviation #CX #airtravel #travel #podcast
Kathryn Kompare Charles Rutenberg Realty
🎤CX Passport’s first guest from Oman in “The one where Oman is the Switzerland of the Middle East” with Codin Caragea Chief Manager, Head of Customer Experience at Bank Muscat in Episode 98🎧 What’s in the episode?...
⚡The energy comes from the demographics
🧑🍳The daunting AND freeing nature of starting a CX program from scratch
💡Need to understand the type of language a company speaks
📈Business results for Customer Experience
❓The reason behind the Customer Experience energy in the GCC
🥩The joy of a good steak
🙌Value in knowing your VOC complaints
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Hosted by Rick Denton “I believe the best meals are served outside and require a passport”
💭“This whole energy is somehow the foundation…Education is extremely critical here in the region. And they want to bring together all the skills and competencies in order to create a future that has the local flavor, but at the same time, is extremely future oriented.” - Codin
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#middleeast #customerexperience #cx #voc #podcast
🎤As we close 2022, CX Passport takes a break (on holiday in Japan!) with the annual tradition of “The One with the 2022 First Class Holiday Special”🎧 Episode 97 (almost to 100!)
Thank you to all of the great guests of 2022 and to all of the amazing listeners. Thank you for joining the trip with me! Who’s on the Holiday Special?...
Mary Drumond - USA
Gregorio Uglioni, CCXP - Switzerland
Troy Figgins - USA
Laise Porto - Brazil
Aarthi Murali - USA
Georges Essama - Cameroon
Hosted by Rick Denton “I believe the best meals are served outside and require a passport”
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🎤Talk global work from anywhere “The one where remote work is NOT one size fits all” with Anne Bibb of RemoteEvolution in CX Passport Episode 96🎧 What’s in the episode?...
🪴Not a one time WFH revolution...it's an ongoing evolution
👂Work from Where? - Employees don't want to be told. Employees want to be heard
🤗Going beyond EAP and having a psychologist on staff at the contact center!
💡What does employee experience look like for the REMOTE team?
✈️Do airport sounds and signs support ALL abilities?
👐How remote work affects DEI and communities of people differently
💗Human Experience
Hosted by Rick Denton “I believe the best meals are served outside and require a passport”
💭“Before the Pandemic, people really had to fight to actually get to work remotely. It was a different conversation, wasn't it?...When I talked to clients [back then], it was that can't be done. That job can't be done remotely...The Pandemic removed the can't from the vocabulary, because everybody went home.” - Anne
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#remotework #customerexperience #employeeexperience #dei #podcast
🎤True customer love in “The one where they sell smiles” with April Obersteller Director of Global Experience for woombikes in CX Passport episode 95🎧What’s in the episode?...
👉Even startups need to focus on CX from the beginning
🧑🌾When the founder picks up the customer service line while he's mowing the lawn
🤯Wow! Turning off the customer support phone line?!
✌️"I love data and I love humans"
💰Customer Experience creates tangible business result success
💡Go beyond phrases and get REAL about investing in your employees
👰You think your customer is hard? Try having brides as your events customer!
Hosted by Rick Denton “I believe the best meals are served outside and require a passport”
💭“It's incredible what happens when you just remind a person…I got you and we're going to figure this out…There's a lot of power that happens in that moment.” - April
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#customerexperience #startups #customerservice #cx #podcast
