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The One Thing - Customer Experience From the Top

MouthMedia Network

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Great customer experience, the only competitive strategy in today's business reality, is fueled by great leadership. Culture starts at the top, but many brands don't drive customer-first strategy in their business models. For those at the top who want to make that leap but don't know how, Customer Experience expert Liliana Petrova joins leaders who share what they do to put the customer at the center of their business.

Recent Episodes

MAY 24, 2021
The Value of Moving Fast and Trying New Things - with Kambiz Hemati
Innovation is about connecting the dots and solving human problems. Without context or story, this will not have ROI. The starting point for any experience-design program is knowing the DNA of the brand and the customers it serves. Just ask Kambiz Hemati,
46 MIN
MAY 5, 2021
The Role of Digital in the Student Experience - with Miguel Martinez-Saenz
Customers are always paying attention -- you can’t miss a beat. There’s nowhere that’s more true than with an institution of higher learning, where students are both customers and residents. So setting a standard for student experience is paramount for le
44 MIN
APR 20, 2021
The Right Buy-In, The Right Customer Experience - with Michael Williams
The life-cycle of a customer is the exact map brands need to create strategic experiences which create lifetime value for customers. Understanding where they’ve been, and where they are likely to go, are two critical building blocks for customer experienc
42 MIN
APR 5, 2021
Redefine How to Capture the Patient Voice - with Alan Dubovsky
Listening. It's a basic building block to effective customer experience and, ultimately satisfaction. It is also a consistent message we are hearing on this show. Ironically, in the one industry where listening is the most impactful aspect of customer exp
38 MIN
MAR 5, 2021
Customer Experience Is More Than One Thing - Baked by Melissa Co-Founder/CEO Melissa Ben-Ishay
From the beginning -- the first hire, the brand values, and the initial vision of the website -- cupcake dynamo Baked by Melissa has been focused on the experience of the customer. It’s part of the recipe. And with cupcakes being an emotional purchase, ce
32 MIN