Pat Perdue's Customer Experience Podcast

Getting customer experience right – like really right so you don’t even know your experience has been entirely pre-thought out, planned, and rehearsed until it’s just right, is really difficult to do (If it was easy, more companies would be doing it).

This show looks at the companies, and individuals within those companies, who are getting customer experience right.  Not only do we celebrate the wins, but we go deep, get tactical, and uncover customer experience insights that you can apply to your company.  So give us a listen.  And if you like what you hear, subscribe. 

"What I love most about this show, and any interview I get to do on any of my shows, is the chance to let my guests feel free enough to brag for themselves. To say, 'Yeah, we actually rock the s*%$t out of that!'. That's when I know I'm delivering value - for them, and for my listeners."
Pat Perdue
Show Host, Producer

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Episode 7: Key lessons and takeaways from our first 6 episodes, featuring our guests Afshan, Shep, Jeanne, Mike, Arleen, and Doug

As this episode is published close to Thanksgiving, It’s only appropriate that I express my gratitude to my wonderful guests, as well as my listeners.  Podcasting is a journey of sharing, and bringing together.  I feel humbled at the support I’ve received.  Thank you to all.

These first 6 podcast episodes have been packed with information and insights, and I’d be remiss if I didn’t sum up what we’ve learned so far.

Thank you to my guests for your insights.  In addition, this episode has 5 key take-aways and action items you can use today to improve your customer experience

In this Episode

Afshan Kinder shares her vision of the role of the C-Suite in driving good customer experience within a company.  She also shares her technique to allow executives to walk in the shoes of both the customers, and the front line agents.

[bctt tweet=”Customer centric means starting with you. Are you customer oriented w/ your direct reports? – Afshan Kinder” username=”CustExpPodcast”]

Shep Hyken shares examples of how senior management spending time with the “front line,” isn’t a new concept, and how being great doesn’t necessarily mean heroically saving the relationship, but rather finding one or two small things our teams or businesses can do a little better than the rest, and then doing that consistently.

[bctt tweet=”Day in & day out can you be above average all the time?  That’s top #CX  & #Custserv. @Hyken” username=”CustExpPodcast”]

Mike Aoki shares the importance of connecting with other departments, especially if you manage a team or a department that’s customer facing.  Mike also shares networking techniques for non-networkers.

[bctt tweet=”Great #CX / #Custserv means networking with other departments in your company. @MikeAoki” username=”CustExpPodcast”]

Jeanne Bliss shares insights from her fabulous book, “Chief Customer Officer 2.0,” and also talks about the specific things that senior leaders need to do to foster a healthy customer centric environment, and bash down those silos.

[bctt tweet=”Great #CX starts with understanding your customers’ lives, & the memories you impact – @Jeannebliss” username=”CustExpPodcast”]

Arleen King shares what it’s really like to lead the customer experience charge within the multinational telecommunications, TELUS.  Arleen also demonstrates how, when you put great people in an environment that empowers and prepares them with a vision of greatness, customer magic can happen.  Arleen’s story of Allen touched many of our listeners’ hearts.

[bctt tweet=”Every time we’ve empowered our people, they’ve proved to us that we’ve done the right thing. Every time. Arleen King @Telus” username=”CustExpPodcast”]

Finally Doug Sandler shares his insight into selecting the right people.  All too often, we hire great people and we force processes that don’t allow them to truly shine.   Doug shares insights into recruiting the right folks, and then getting out of the way.

[bctt tweet=”Great #CX means empowering your people to make decisions, not follow a script – Doug Sandler @djdoug” username=”CustExpPodcast”]

Contact info for all these guests can be shared in the show notes of their specific episodes.

Your 5 Key Challenges:

Begin a plan to implement your challenges today.  I’d love to hear how you’re doing.  Drop me an email, or reach out on Twitter.  Hearing from listeners makes my day.

Thank you to GTACC, and Contact Atlantic, for some wonderful contact centre events.  Both conferences are worth going to, and are chalk full of opportunities to learn from contact centre professionals.  Here are the links for more information:

You can reach GTACC at