269: Experience Rules with Your Customers and Your Employees

269: Experience Rules with Your Customers and Your Employees

269: Experience Rules with Your Customers and Your Employees

No matter what leadership role you have, what you and your team do on a daily basis affects your customers, either directly or indirectly. Do you have systems in place for tracking and managing both the customer experience as well as your employees’ experiences?

If you don’t, you’re in for a treat because our guest Michael Hinshaw is an expert in the area of customer experience, also known by the letters CX.

Michael is the Founder and President of customer experience consultancy McorpCX, and he’s recognized on more than a dozen lists of “Top Global CX Influencers.” He has consulted for and advised executives at companies such as Intel, Microsoft, Biogen, Roche, Best Buy, and lululemon.

Michael is the co-author of the best-selling book Smart Customers, Stupid Companies: Why Only Intelligent Companies Will Thrive, and How to Be One of Them. His new book is Experience Rules! The Experience Operating System (XOS) and 8 Keys to Enable It, co-authored with Diane Magers. This conversation covered only a few of the 8 keys, so you’re encouraged to pick up a copy of his latest book to learn about the others.

You’ll discover:

  • Michael’s first experience gathering input from customers—and the impact that had on the company he worked for
  • How customer experience (CX) and employee experience are alike
  • What’s really behind a customer’s decision to continue doing business with a company
  • How internal and external councils can strengthen your business as it relates to CX
  • The first steps you can take to find out if your own customers are happy with your company…or not

Watch the episode:

 

Connect with Michael

    

Connect with Your Team

Mastering the Top 10 Communication Skills

Peer Coaching Made Simple

How to Do the 6 Things That Matter Most When Helping Someone Improve a Skill

193: ZoomInfo’s Extraordinary Approach to Customer Onboarding & Education

193: ZoomInfo’s Extraordinary Approach to Customer Onboarding & Education

193: ZoomInfo’s Extraordinary Approach to Customer Onboarding & Education

Have you ever invested in technology, only to find yourself frustrated when trying to learn how to use it? Tom Studdert and his team at ZoomInfo have created a new customer experience that ensures their success. Tom shares lots of nuggets you can apply to the onboarding of new clients and employees.

Tom Studdert is the Vice President of Customer Onboarding & Education at ZoomInfo where he oversees the comprehensive onboarding program with a focus on early adoption of the ZoomInfo suite of products. Before joining ZoomInfo, Tom spent 20 years in Higher Education serving as an Assistant Dean of Student Development at Texas Christian University and a Director of New Student Orientation at the University of Southern California.

You’ll discover:

  • The strengths Tom brought from his experiences in higher education to his role at ZoomInfo
  • How Tom and his team build scaffolding into all customer education programs
  • How Customer Education differs from Customer Training and Customer Service
  • What Tom and his team do to provide extraordinary experiences when onboarding new customers
  • The values that the CEO models and advocates for everyone in the company

Watch the episode:

 

Connect with Tom

Tom’s Resources

Website

ZoomInfo

Connect with Your Team

Mastering the Top 10 Communication Skills

Peer Coaching Made Simple

How to Do the 6 Things That Matter Most When Helping Someone Improve a Skill