Customer Experience Leaders

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/byroncannon/   Connect with us: Michael Momsen on LinkedIn This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

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 LinkedIn This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

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 values, and how they manage to have a staff retention rate of 90%.   Connect with us: Michael Momsen on LinkedIn This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

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 their business by giving radical empowerment over store management to their front-line teams.   Resources mentioned: The CX Accelerator online community The Power of Habit (book), by Charles Duhigg   Connect with us: Michael Momsen on LinkedIn This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

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 plan to return $182M in savings as a result of implementing the business case.   Resources mentioned:  Leadership books by Patrick Lencioni (author) The Boroondara Customer First Program — overview (article) The Boroondara Customer First Program — business case (document) Michael Momsen (LinkedIn) Adam Jaffrey (LinkedIn)   Key takeaways (starts at 33:40): Have a clear vision and executive buy-in Have a plan and take ACTION! Don't be afraid to work with external experts Sell the ROI with a robust business case This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

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)   Key takeaways (starts at 41:36): Storytelling is a critical element of CX Tell your stories using the 4 elements framework Encourage customer stories on the front-line Look for great examples rather than great stories Build out your story bank This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

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 Again (book), by Joey Coleman‎ Michael Momsen (LinkedIn) Adam Jaffrey (LinkedIn)   Key takeaways (starts at 41:02): Customers will pay more for a ‘care’ factor.  All service businesses are a customer success business, but to get there you need a plan. Cultural and process change requires a long-term mindset. Be open to bringing in mentors or coaches to help you along the way. This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

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 on your ‘Friction Goggles’ to identify pain points. Don’t focus on delight, reduce friction to improve the experience. The burden of effort is on CX professionals. This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

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 Wins (book), by Horst Schulze Michael Momsen (LinkedIn) Adam Jaffrey (LinkedIn)   Key takeaways (starts at 23:05): The details matter. "What's your bottle cap?" Use feedback to take immediate action. You can make the very big, very personal. Handle service recovery in the moment. Make sure you can influence the key moments that affect customer experience. This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

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) The French Laundry (Restaurant), by Thomas Keller Michael Momsen (LinkedIn) Adam Jaffrey (LinkedIn)   Key takeaways (starts at 29:37): What matters is delivering a seamless experience end-to-end. Start fresh every day Be clear on your values and use the CARE principle. Know the points that contribute to building memories. This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

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.   Resources mentioned: Grit (book), by Angela Duckworth TED (website) Michael Momsen (LinkedIn) Adam Jaffrey (LinkedIn)   Key takeaways (starts at 36:29): Care about staff so they can care about your customers. Management should spend time with front-line staff on a regular basis. Empower your staff to make decisions and take ownership. Invest in your internal communications to keep everyone on the same page. This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

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, & Kaley Klemp.   Key takeaways (starts at 30:37): Think about the five views which make up culture. Listen and act on data, and then re-measure. Ask your staff whether they are proud to work at the company. Get the day-to-day things right for effective culture change. This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

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 Cleghorn & Lori Sherer The B2C Elements of Value Pyramid (image) The B2C Elements of Value (Harvard Business Review, 2016), by Eric Almquist, John Senior & Nicolas Bloch    Key takeaways (starts at 34:15): The Elements of Value is ‘Maslow’s Hierarchy of Needs’ brought to life. Customer experience is the customer’s experience of the value you create. You can do a self-assessment to get started with implementing the ‘Elements of Value’ framework. You get extra points if you hit on emotional aspects of the pyramid. This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.