Customer experience is not a department—it’s a philosophy that must be embraced by every member of an organization. When executed correctly, it becomes your most powerful competitive advantage. Perhaps no guest has understood this better than Jim White, the Chief Experience Officer of Ignite Medical Resorts. Jim and his team at Ignite are “extinguishing the …
Creating Superfans Podcast Episode 10: Jim White Read More »
Social media is no longer just a content creation platform – it plays a complex role along every step of your customer journey. Your social accounts are the point of entry for prospects to learn about your brand for the first time, the new call center where they go to voice their complaints, and everything …
Creating Superfans Podcast Episode 9: Hillary Applegate Read More »
As consumers, our basic wants and needs haven’t really changed, but our preferences and expectations for how we achieve what we want or need has changed. Customers expect seamless digital experiences from the brands they interact with, which can introduce a daunting challenge to unprepared companies. Joe Harouni is the Connected Commerce practice lead at …
Creating Superfans Podcast Episode 8: Digital Transformation with Joe Harouni Read More »
This week’s episode of the Creating Superfans podcast is a special one because it’s all about my book! Creating Superfans is available NOW, and to honor its publication date, we switched things up a bit! My Chief of Staff, Alix Steinberg, asked me questions about what it was really like to write Creating Superfans, including the different editing phases, the …
Creating Superfans Podcast Episode 7: A Look Behind The Scenes Of Writing My Book! Read More »
Episode 6 of the Creating Superfans podcast is a special one because I got to chat with the founder and CEO of Total Expert, Joe Welu. Joe took this company from a tiny startup developed in the basement of his real estate office to a company with over 300 employees that powers customer engagement for …
Creating Superfans Podcast Episode 6: Balancing Tech and Human Touch with Joe Welu Read More »
In episode 5 of the Creating Superfans podcast, I interviewed the brilliant Hilary Billings, Co-founder and CEO of Attentioneers Agency. A self-proclaimed “engineer of attention,” Hilary is a viral video expert that helps brands drive exponential growth on TikTok. She has earned over a BILLION organic views on her social platforms and sheds some light …
Creating Superfans Podcast Episode 5: Hilary Billings Read More »
In the 4th episode of the Creating Superfans podcast, I sat down with Kim Goei, Chief Operating Officer of Fexa. We talk about the under-the-radar aspects of customer experience that customers and entrepreneurs often take for granted. If you’re a fan of intentional experience design like me, you’ll be interested to learn about how Fexa …
In episode 3 of the Creating Superfans Podcast, I interviewed former Walt Disney World executive, Dennis Show. During his twenty years with the company, Dennis worked his way up from a front-line attractions operator to founder of the Disney Institute, the internal firm that consulted for organizations like ExxonMobil, AT&T, and Coca Cola. Now, he’s …
Creating Superfans Podcast Episode 3: Dennis Snow Read More »
On the second episode of the Creating Superfans podcast, I interview Nashville-based photographer Fizzah Raza. I worked with Fizzah for my brand new headshots and had a WORLD CLASS customer experience. I was wowed before, during, and after our session together and immediately became her superfan. If you’re a solopreneur of any kind, this is …
Creating Superfans Podcast Episode 2: Fizzah Raza Read More »
Welcome to the very first episode of the Creating Superfans podcast! What better way to kick-off than with the world’s top Customer Experience expert, Shep Hyken! Shep is a New York Times and Wall Street Journal bestselling author, and his latest book is called ’ll Be Back. He’s a hall-of-fame speaker and a HUGE mentor …
Creating Superfans Podcast Episode 1: Shep Hyken Read More »
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