Let's Talk About CEX! The Customer and Employee Experience
All Audacious, Outrageous, and Legendary Customer Experience (CX) begins with the Employee Experience (EX). Maxine Shapiro and her guests will reveal why and how this process is relevant and a highly effective way to approach your Customer or Guest Experience as well as your culture and mission. Maxine’s passion and expertise for Audacious and Authentic CX and EX came from her years as a financial commentator on NPR’s “Marketplace” and hosting of two financial radio shows and 20 years of speaking, facilitating, and coaching on Collaborcate! Collaborate, Communicate and Create ResultsExecs of businesses from all sectors, from hospitality to retail to B2B, will share the ups and downs in their quest to be Legendary. These organizations realized how they treated their employees directly influenced how the customer and guests were cared for. She’ll go into every nook and cranny. This is an exhilarating journey for all involved, and we want you to be inspired to discover your own Audacious and Legendary CX. Whether you’re already reaping the benefits of this paradigm or you know you need to, this podcast will fire your imagination! Click Subscribe now – your customers will be glad you did.
Episodes
23 episodes
No Cat was Killed here. Aren’t you Curious?
Dr Alison Horstmeyer was doing research on anxiety. Then she came across some work on curiosity. “Is there a tie between anxiety and curiosity?” Alison takes us on this ride into our own inquisitiveness. “The way in whic...
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Season 1
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Episode 23
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34:22
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A Journey into the Ambiguous Unknown – Bring It On!
As consultants how many of us have been contracted to come in and solve one problem, when the real issue was covered up by an “ambiguous and complex situation.” Justin Zalewski and Studio Science thrive on those challenges and come out victorio...
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Episode 22
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32:33
Gems on Quizzes, Community and Caregivers
If you’re a caregiver or carer who also has a passion that you love, having your own small online business may be your answer. It’s been a godsend for Trudy Rankin’s Australia, and beyond, community. AND, if you already have a small...
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Episode 21
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36:00
Do B2B Better
With Clients like DOW, Hagerty, and UKG, Jim Tincher, CCXP, Founder and CEO of Heart of the Customer, LLC, knows How to “Do B2B Better: Drive Growth Through Game-Changing Customer Experience.” That’s also the title of his new book.Tinch...
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Episode 20
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32:27
5 Infallible Ways to Catapult Your CEX Through Improvisation!
There are thousands of books out there that contain a plethora of ways to make your Customer Service and your Customer and Employee Experience Legendary. And unfortunately, there are an equal number of manuals and scripts that help the CS...
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Episode 19
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13:04
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Zappos – A True and Transparent Path to Delivering Happiness Part 2
In Part 2 of this rich conversation with Jamie Naughton-Henriod Chief of Staff for Tony Hsieh, ex-CEO of Zappos, we go beyond the walls of Zappos as she tells how hands-on they were when they had to outsource their call center. From tours to th...
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Episode 18
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15:42
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Zappos – A True and Transparent Path to Delivering Happiness Part 1
Grab your tablet, pen paper, or crayon as Jamie Naughton-Henriod, Chief of Staff for Tony Hsieh, ex CEO of Zappos, takes us for a deep dive into the culture and customer service extraordinaire, that organizations still wish they could dup...
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Episode 17
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30:53
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Labor Day: A Few Facts, Stats, and Stories on the Labor Force and Unions
Let’s go back to the 1880s and see what life was like for the workers and what was the catalyst for Labor Day. Maxine highlights a few facts on unionization and just a couple of stats and stories regarding minorities and their voice and i...
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Episode 16
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9:02
So You’re in Transition (Or You Really Want to Be)
There’s no better time than the present, for employees to be evaluating their present position. Or maybe you’ve been forced to appraise your current path. Brian Hinchcliffe, career consultant, extraordinaire, talks about why and how peopl...
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Episode 15
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29:35
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Max on Swag, Fishbowls, and a Little Surprise
Here’s where Maxine shares her wisdom, experience, and humor by reminding us that when we think no one sees or hears us, whether in CX, EX, management, or leadership, we’re actually in a fishbowl! Whatever we do, people are watch...
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Episode 14
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13:44
Defining the “New Collar” and Other Current Wisdom
Steven J. Vaughan-Nichols, “aka sjvn,” has been writing about technology since “300bps was the cutting edge.” And he is no dinosaur! Steven and Max take a light romp through “new collar” work, unionization of employees, women in tech, ...
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Season 1
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Episode 13
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30:59
The Human (and fun) Side of Fintech
Almost ten years ago, David Rueda, began a new position in Fintech at LendingUSA, leaving a most successful career in selling luxury items. He was not sure he could be fully expressed, in Fintech. What happens when you see life thro...
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Season 1
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Episode 12
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33:52
Max on Musk
So what do you really think of Elon Musk? And his email to employees? “Everyone is required to spend a minimum of forty hours in the office per week...not some pseudo-office.” Your host, Maxine Shapiro, ex-financial commentator o...
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Season 1
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Episode 11
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10:30
The Power of a Collaborative Environment!
A Human Resources thought- leader, Kirkland Jones, speaks in plain terms as he sheds light on the business model of the industrial age that had a stronghold in organizations long after the end of that era. You’ll recognize it: when “people were...
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Season 1
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Episode 10
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37:17
A CX Pioneer Turns Customer Experience Into Community Experience
Long before the people-who-make-up reality tv created Undercover Boss, there was Bradly Sax suggesting that his hotel client check-in and go through the guest journey. (Bradly will tell you the rest of the story) And now he’s helping m...
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Episode 9
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35:47
Why One Small Business Owner Supports Her Employees
The “why” for Evelyne Joan, the owner of Mauro’s Café in West Hollywood, is not about revenues, Customer Experience (CX), or Customer Loyalty – those take care of themselves – they’re strong. It is about how she cares about her e...
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Episode 8
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38:36
The Customer is NOT Always Right!
“What?!!!” was my reply when my guest, Treasa Edmond, best-selling, nonfiction ghostwriter, content strategist, and podcaster, and I were in a friendly and heated discussion about the customer/client experience (CX). Treasa holds nothing ...
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Episode 7
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32:43
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Transparency, Apology & Humor - A Moment with Max
New rules of CEX, The Customer and Employee Experience, have evolved, and we are now set free, to be honest, AND to be of service! In this Moment with Max, she takes you from the coffee shop to the doctor’s office, and from exper...
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Episode 6
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13:02
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Theatre Tools for CX Managers
#005 How do components of the theatre make for a powerful leader whom employees want to follow? Colleague and friend, Teresa Norton, Founder of StarMakerHK, shares her decades of work with top-level executives. She goes into dept...
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Episode 5
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41:30
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Little things DO mean a lot in CX & EX. No, really!
DISCLAIMER: I’m eager for you to hear this content-rich interview with John Goodman. This was my first taped interview and my sound quality is not up to par. John sounds great. Mine does get better, so stay in there, a...
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Episode 4
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40:22
How To Easily Turn Your Employees into “Hospitality Jedis!”
#003 Yosemite National Park is the number one tourist attraction in California and there is a good reason why Tenaya Lodge is rated one of the top luxury hotels in the Park. Meet Brett Archer, General Manager of Tenaya Lodge, as he humbly...
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Episode 3
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30:36
“What’s the number one metric in CX, Germanico? It’s not a number.”
#002 Germanico Cruz, ex -VP of Papyrus and VP of Business Development with Strategic Legal Practices Law Firm, gets asked that a lot. “Is it conversion? is it sales?” Germanico takes us through his orbit as a master in CX and EX starting ...
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Episode 2
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38:21