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Today's guest is an internationally recognized thought leader, corporate advisor, and keynote speaker. He has over 30 years of experience in customer acquisition and retention and has led highly successful teams as a CX practitioner. Welcome to the show, Principal at CXpert - Ben Motteram. Ben and Randy talk about the role EX plays in CX, building empathy in employees, and Ben’s top destinations for visiting Melbourne.
Takeaways:
- CX Myth: “surprising and delighting customers is a sustainable strategy”.
- Most customers will choose a consistent customer experience over being surprised and delighted.
- EX and CX are linked. A good employee experience sets the groundwork for a good customer experience, a happier employee results in a happier customer.
- Your values are what will drive your employees to do good work. Identify your values and build on them.
- 99% of customers don’t strongly love buying from most brands. There are millions of brands that customers are indifferent to or outright dislike.
- One of the most important skills you can have when developing a CX framework is empathy.
- While empathy tends to be an innate skill for most people, customer journey maps are a valuable tool to teach an increased sense of empathy in employees.
Quote of the Show:
“Culture eats strategy for breakfast.” - Ben Motteram
Links:
- Twitter: https://twitter.com/CXpert?s=20&t=scEmBP6vbOC6hrIYQodw7g
- LinkedIn: https://www.linkedin.com/in/benmotteram/
- Website: http://cxpert.com.au/
Ways to Tune In:
- Apple Podcast: https://podcasts.apple.com/us/podcast/conversations-that-matter-podcast-for-contact-center/id1525650658
- Spotify: https://open.spotify.com/show/6Xx9G8w6bntQayIpbkgxc5?si=cNeVuJicSHagsftlpL8-tg
- Google Podcast: https://podcasts.google.com/feed/aHR0cHM6Ly9jb252ZXJzYXRpb25zdGhhdG1hdHRlcnBvZGNhc3QubGlic3luLmNvbS9yc3M
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