6 | The role of leaders in building Customer focused cultures

Michael started his marketing career in the US working with brands like GE, Harley Davidson, American Airlines and FAO Schwarz.  He founded Dialogue Group in 1990 and, 12 months ago, with a renewed focus on his customer experience roots, transitioned Dialogue into The CX Company. The CX Company runs an annual customer experience survey and works with Irish-based companies to improve their own levels of customer service. For more - and to download their CX reports - go to www.thecxcompany.com. Show Notes: 1.45 – Michael's career, GE, Harley-Davison and FAO Schwartz – 2.16 – Dialogue and the evolution into customer experience (CX) – 3.50 – 2017 results and what differentiates top from the bottom – 7.10 – The role of leaders in building CX culture (the CEO is key!) – 8.20 – 'The customer is #1' – a disconnect in organisations – 9.40 – Biggest blocker to excellent CX is politics – 12.40 - Geoff Bezos and the 'customer' chair in the boardroom – 13.30 – Richard Branson's 'staff first, not the customer' – 19.10 - Really great companies hire people who give a damn! – 20.14 – Zappos Culture School – 20.30 – The impact of poor customer experience – 22.55 – Customer experience vs customer service – 24.50 – Customer expectation dictates customer experience – 25.55 – High expectations of a consistent CX – 27.10 – Involving your people is central to CX culture – 29.57 – The impact of emotion – 32.30 – Leading with respect and being brave.

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