244: Customer Experience Leadership Challenges Solved
About this episode
This episode addresses leadership challenges in building a customer-centric culture through real questions from leaders.
Summary: What does it really mean to be customer-centric? Where should leaders start if they want to build a culture obsessed with customer experience? In this special mailbag episode of the Customer Service Revolution Podcast , Denise Thompson puts John DiJulius in the hot seat with real questions from leaders about customer experience, culture, and leadership alignment. They tackle topics every organization struggles with: • The difference between customer service and customer-centric culture • How to get leadership aligned around CX • Why employee experience alone does not guarantee great customer experience • What to do with employees who resist new service standards • How to know whether your CX issues are leadership problems or operational problems John also shares lessons learned from 33 years in business , including one leadership mistake he wishes he had corrected sooner. If you're a CEO, executive, or CX leader trying to build an organization customers cannot live without, this episode will give you practical insight you can apply immediately. Listen in as Denise fires the questions and John answers them live. What You'll Learn: Customer centricity must start at the top…
More episodes of Customer Service Revolution | Customer Experience & Employee Experience Insights
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- 205: The Secret to Scaling Service Culture Across 19 Resorts (pt 2 of 2)
- 249: What It Really Takes to Scale Customer Experience Across 20,000 Team Members
- 248: What Target's Decline Teaches Every CEO About Customer Experience
- 247: What Makes Customers Stay Loyal and Come Back
- 246: The 6 Steps to a Successful CX Initiative
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