It didn’t all change in March 2020. Not really. The UK high street has been in the throes of a gradual revolution for decades. From the rise of ecommerce, to the birth of mobile, social commerce, and a growing emphasis on experience, change has been underway for a while. In fact for many, the pandemic has acted as a wake-up call. Digital transformation was no longer a ‘nice to have’ but a matter of survival. Necessity sparked innovation and customers are enjoying more flexibility and conveni ...
…
continue reading
Content provided by David Millay. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by David Millay or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://staging.podcastplayer.com/legal.
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The 5 Key Elements Impacting Powerful Customer Experiences w/ Elizabeth Dixon
Manage episode 332095154 series 3272603
Content provided by David Millay. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by David Millay or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://staging.podcastplayer.com/legal.
To design a first-class customer experience, it starts with the mindset, the stories we’re telling ourselves internally and the framework for how we’re viewing the world and aligning it with what we want to create for people around us.
In this episode, David sits down with Elizabeth Dixon, entrepreneur and business leader at Elizabeth Dixon Speaks. Elizabeth has worked for or alongside several customer-centric organizations, including her current role of Principal Lead of Strategy, Hospitality and Service Design at Chick-fil-A corporate. Combining best practices and insights from her career, Elizabeth shares the 5 key elements of a great customer experience.
From mindset, we discuss the differences between service and hospitality, customer clarity, defining what makes your organization unique and innovating to meet customer needs.
—--
Show Notes
3:27 Applying Strategy and Design to CX
5:03 5 Key Elements of Great Customer Experience
6:52 Elizabeth’s Career Path through Chick-fil-A
7:53 The Difference Between Service and Hospitality
15:09 Choosing Your Mindset
22:15 Recovery Situations and Broken Processes
26:15 Disney and Ritz-Carlton’s Service Recovery systems
29:55 Create Your Culture
35:19 Know Your Customer
40:24 Define Your Differentiator
43:20 Pursue Innovation
—--
For more info on the topics covered in this episode, check out:
Connect with Elizabeth on Instagram or LinkedIn
The Power of Customer Experience: 5 Elements to Make an Impact
A More Beautiful Question by Warren Berger
Connect with Host, David Millay:
Connect w/ David Millay on LINKEDIN: https://www.linkedin.com/in/davidmillay/
Follow David on INSTAGRAM: https://www.instagram.com/david.millay/
Follow David Millay on TWITTER: https://twitter.com/DavidMillay
139 episodes
Share
Manage episode 332095154 series 3272603
Content provided by David Millay. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by David Millay or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://staging.podcastplayer.com/legal.
To design a first-class customer experience, it starts with the mindset, the stories we’re telling ourselves internally and the framework for how we’re viewing the world and aligning it with what we want to create for people around us.
In this episode, David sits down with Elizabeth Dixon, entrepreneur and business leader at Elizabeth Dixon Speaks. Elizabeth has worked for or alongside several customer-centric organizations, including her current role of Principal Lead of Strategy, Hospitality and Service Design at Chick-fil-A corporate. Combining best practices and insights from her career, Elizabeth shares the 5 key elements of a great customer experience.
From mindset, we discuss the differences between service and hospitality, customer clarity, defining what makes your organization unique and innovating to meet customer needs.
—--
Show Notes
3:27 Applying Strategy and Design to CX
5:03 5 Key Elements of Great Customer Experience
6:52 Elizabeth’s Career Path through Chick-fil-A
7:53 The Difference Between Service and Hospitality
15:09 Choosing Your Mindset
22:15 Recovery Situations and Broken Processes
26:15 Disney and Ritz-Carlton’s Service Recovery systems
29:55 Create Your Culture
35:19 Know Your Customer
40:24 Define Your Differentiator
43:20 Pursue Innovation
—--
For more info on the topics covered in this episode, check out:
Connect with Elizabeth on Instagram or LinkedIn
The Power of Customer Experience: 5 Elements to Make an Impact
A More Beautiful Question by Warren Berger
Connect with Host, David Millay:
Connect w/ David Millay on LINKEDIN: https://www.linkedin.com/in/davidmillay/
Follow David on INSTAGRAM: https://www.instagram.com/david.millay/
Follow David Millay on TWITTER: https://twitter.com/DavidMillay
139 episodes
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Similar to Making the Fan
It didn’t all change in March 2020. Not really. The UK high street has been in the throes of a gradual revolution for decades. From the rise of ecommerce, to the birth of mobile, social commerce, and a growing emphasis on experience, change has been underway for a while. In fact for many, the pandemic has acted as a wake-up call. Digital transformation was no longer a ‘nice to have’ but a matter of survival. Necessity sparked innovation and customers are enjoying more flexibility and conveni ...
…
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Big tech is transforming every aspect of our world. But how, and at what cost? This season of Land of the Giants – The Disney Dilemma – focuses on Disney’s ability to weather the ups and downs of the business cycle and changing tastes and explores what has kept it successful for over 100 years. The entertainment giant has leveraged nostalgia and its intellectual property to build a beloved brand, but after an acquisition spree that included Marvel, Lucasfilm, and 20th Century Fox, can it sus ...
…
continue reading
Alessandro Bogliari, CEO and Co-Founder of The Influencer Marketing Factory, a global influencer marketing agency, talks with great guests about influencer marketing, social media, the creator economy, social commerce and much more.
…
continue reading
News and insight from the business world. Download the podcast via the BBC Sounds app.
…
continue reading
Call them changemakers. Call them rule breakers. We call them Redefiners. And in this provocative podcast, we explore how daring leaders from across industries and around the globe are redefining their organizations—and themselves—to create extraordinary impact in today’s rapidly changing world. In each episode, Russell Reynolds Associates Leadership Advisor Hoda Tahoun and former CEO Clarke Murphy host engaging, purposeful conversations with leaders in and out of the business world who shar ...
…
continue reading
Wharton faculty and industry leaders discuss their latest research, books, and relevant business topics. Hosted on Acast. See acast.com/privacy for more information.
…
continue reading
Some Goodness is hosted by Richard Ellis, a seasoned sales leader passionate about inviting top business minds to share their wisdom. Each episode is only 15-20 minutes, perfect for your commute or workout.
…
continue reading
The Partnership Economy explores the power of partnerships through candid conversations and stories with industry leaders. Our hosts, David A. Yovanno, CEO and Todd Crawford, Co-founder, of impact.com, unpack the future of partnerships as a lever for scale and an opportunity to put the consumer first.
…
continue reading
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