Can you imagine getting on the wrong plane due to a customer service failure? That happened to Craig Radford‼
Watch my full interview on Youtube & favorite podcast channels #DoingCXRight Ep 199, recorded LIVE at Customer Experience event
youtube.com/shorts/Oh79w...
Does love belong at work? Not romance. I mean genuine, professional love. Strategic love. The kind that creates positive emotional connection at every interaction. Many leaders say no. I say yes. Read why www.linkedin.com/pulse/does-love-belong-w...
#DoingCXRight
Leaders making workforce cuts: Your layoff communication strategy is either protecting your reputation & revenue or damaging both. Your customers, future hires & competitors are watching how you exit people.
My advice👇
www.linkedin.com/posts/stacys...
@businessinsider.com #DoingCXRight
Not only do customers love Trader Joes, but their staff do too. Check out the 9 hidden perks. What a fabulous case study about gaining a positive reputation and loyalty for all the right reasons! - DoingCXRight
Not only do customers love Trader Joes, but their staff do too. Check out the 9 hidden perks. What a fabulous case study about gaining a positive reputation and loyalty for all the right reasons!
#DoingCXRight
www.msn.com/en-us/money/...
What’s the BEST leadership advice you’ve received or given? I curated actionable insights for you from my 200 #DoingCXRight podcast episodes.
Reminder: leadership isn’t separate from Customer eXperience; It creates it.
Watch + tell me what resonates
www.youtube.com/watch?v=b3EV...
It’s Jan 1. Many people set goals for revenue, fitness & productivity. Here’s a different one: Be the person people remember for how you made them feel.
Today, pick 1 person & send: “I appreciate you for ___. It helped me because ___.”
Write from YOUR heart, not AI
#Doingcxright
“I don’t have a Customer eXperience role.”
I hear that all the time.
Yet, I challenge you to rethink that. Here’s why 👇
#Doingcxright #conferencespeaker
68% CEOs plan to increase spending on AI in 2026. Yet, less than half of projects deliver expected ROI.
Is MORE AI investment good or bad for customers?
I’ve got answers from Teneo + Verizon Business research+ share my expert views.
Read & subscribe to #DoingCXRight blog now
bit.ly/DXR_AISpend2...
Empower your people to take care of the customer. When employees have the freedom to solve problems, customers feel it in positive ways. Listen to Doing CX Right® 200th podcast episode: a compilation of best leadership advice for lasting success.
zurl.co/LWsAv
#Doingcxright #leadershipadvice
Many leaders focus on Customer eXperience but overlook a critical truth. When a partner cancels a reservation, mishandles support, or fails to deliver on a promise, customers don’t blame the partner. They blame your brand. Hold partners to same standards as internal teams.
#DoingCXRight
Have You Ever Fired a Customer?
Sounds bold, yet sometimes sending them to the competition ensures the right customers get the attention they deserve & protects the culture that empowers employees to deliver customer excellence
🎧 #DoingCXRight Podcast. Guest: Seth Godin
youtube.com/shorts/HbyBD...
If you could go back in time & give advice to your younger 20 yr old self, what would you say?
I love Greg Melia's words of wisdom. (CEO at CXPA)
May the younger generation in high school & college listen 🎥.
Happy birthday Greg🎈🎂
🎧 #DoingCXRight podcast Ep. 51
When team members understand how their actions impact customers, engagement rises. Recognition and accountability must go hand in hand. Empower your people to own the experience. That’s #DoingCXRight.
#CustomerExperience
Leaders say “the customer comes first,” but it’s not measured anywhere.
Do this today:
Add one measurable customer outcome to your team’s scorecard like “reduce repeat complaints by 20% this quarter.”
If it’s not tracked, it’s not a priority.
#DoingCXRight #CustomerExperience
Customers give you ideas, and then they hear nothing.
Go do this today:
Pick three customers who recently shared feedback.
Send a short note:
“Thanks for your idea about [X]. Here’s what we did with it.”
A simple update turns feedback into stronger relationships.
#DoingCXRight #CustomerExperience
You’re collecting data from surveys, chats, and reviews, but no one knows the full picture.
👉Go do this today:
Gather the past 30 days of feedback into one document.
Highlight the top five repeated words or phrases.
That pattern shows where to focus first.
#DoingCXRight #CustomerExperience
Describe the future of the contact center in 1 word. Go!👇 #Doingcxright
Describe the future of the contact center in 1 word.
Go!👇
#Doingcxright
Your team meets weekly to “discuss feedback,” but nothing changes.
👉Go do this today:
Pick one customer issue that’s been mentioned more than three times.
Assign a single owner and require an update by Friday.
Small, visible wins build momentum.
#DoingCXRight #CustomerExperience
When a customer shares a problem, do not let it sit.
Go do this today:
Set a rule: all customer feedback must be reviewed and routed to the right owner within 24 hours. Speed of response builds trust.
Learn more on #DoingCXRight Podcast episode with Michael Nguyen.
zurl.co/J8uVT
Calling everyone “Guide” blurs the line. It treats tech & humanity like interchangeable experiences. They’re not. Use titles reflecting care not cleverness. Deliver on promises. Language matters, shaping how people feel & what they do next. It matters FAR more than you think™
#Doingcxright
So what are we guiding, exactly? Companies are blending human & AI support today. That’s not the problem. When automation can fix something fast, that’s great. Yet, when empathy is needed, that’s when being human becomes the real differentiator👇
#DoingCXRight
I noticed a website refer to its customer service rep as a “Guide.” To me, it feels emotionally detached, creating distance between the helper & person who needs help. Ironically, message says, “Every Guide is trained & excited to work with you,” but “Chat Now” button is missing👇
#DoingCXRight
People opened their favorite apps today & nothing worked. A technical issue in Amazon’s data center rippled across the digital world, disrupting thousands of companies & millions of lives in real time. Lyft stranded riders, Venmo froze+++
Good #DoingCXRight lessons👇
www.linkedin.com/pulse/intern...
For the focus on customers to last beyond this week, it must be on your permanent leadership agenda. #DoingCXRight Tip: Add "Customer Impact" as the first agenda item for your weekly leadership meeting, starting on Monday. #CustomerServiceWeek #Leadership
The energy from Customer Service Week is valuable, but it's temporary. Don't let it fade. Launch a feedback loop or CX task force. #DoingCXRight Tip: Share one initiative from this week that becomes a permanent part of your company's operations.#CultureChange #CustomerServiceWeek
A few negative reviews can define your brand online. The best defense is a proactive offense. Positive experiences create advocates who defend your brand. #DoingCXRight Tip: Have your team create one “wow” moment & share it internally. #BrandReputation #CustomerServiceWeek
Don't just track customer churn, actively prevent it. One empowered interaction can turn a leaving customer into a loyal advocate. #DoingCXRight Tip: Give your frontline a small “save” budget to fix issues fast, no manager needed. #CustomerServiceWeek #CX #CustomerExperience
Employees want to help customers—but internal obstacles cause frustration and burnout. Be their ally.
#DoingCXRight Tip: Be that ally. Ask your team, “What internal process creates the most unnecessary work for you?” Then lead the charge to fix it.
zurl.co/fWf3J
It’s #CXDay, a reminder for leaders to focus on customers and employees. Design “Emotional Highs™” that change how people feel, so they change what they do (return, promote, stay). #DoingCXRight Tip: Have execs personally call to say “thank you.” #CustomerServiceWeek
Today is #CXDay, a global celebration of customer experience. Instead of asking “How do we fix complaints?”, ask “How does every team, from marketing to finance, create a seamless journey?” Have each department choose one way to make life easier for customers this month. #DoingCXRight
zurl.co/QdvmQ
