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be a heart with ears”…
of my favorite quotes from this week’s “Sweets of CX” guest- Customer
Experience Manager for NumberBarn, co-founder of CustomerServiceLife.com, certified
health coach, CloudCherry’s 2019-2020 CX Influencer Champ, and the founder of Jenny Dempsey Wellness– Miss Jenny Dempsey herself.
what’s she referring to? Simply put, this week is all about empowering CX with
Employees first. In her conversation with James Gilbert, she discusses what it
takes to become an employee-first company. “It really starts with leadership
staying consistent and actually showing that they care about their employees-
not just with words, but with consistent actions over time…and listening to
their employees. This isn’t a one-time thing. It’s not like you can just go
read a book, and then all-of-a-sudden you’re gonna change your company culture
overnight. This could take a looong time.”
From the importance of simply ASKING questions, to the necessity for leaders to
embrace vulnerability and to BE the example of making personal wellness a
priority, so much of this week comes down to remembering that- as Jenny puts
it- “Well, we’re human…SO at the end of the day, we are humans at work. Humans
helping other humans. Our overall well-being and the well-being of our
customers does play a role in the day-to-day…If we’re pretending to be robots
and not acknowledging that maybe we do have a lot of stuff going on outside of
work, it’s eventually gonna rise to the surface.”
being reminded of those beautiful- and oh so essential- basics. James and Jenny
also discuss the idea of instilling values starting in the hiring phase, who
exactly needs to be involved to insure alignment, as well as some of the top
tips our expert has for getting said alignment. Basically, there’s a whole
assortment of goodies in this week’s box of CX Sweets.
when asked what company has wowed her- Jenny shared an experience involving a
small brand called Rickaroons that, “took
ownership of the issue” and blew her away. We think you’ll wanna check it out.
– And remember: Heart + Ears= a dang
good place to start.
can find this interview, and many more, by subscribing to ‘The Sweets of CX’
Podcast on iTunes. If you don’t use iTunes, you
can listen to every episode by clicking here. Or find us on SoundCloud, Spotify, Stitcher, YouTube, Google play, Spreaker, and more.
Jenny Dempsey is currently the
Customer Experience Manager for NumberBarn. With over a decade of customer
service experience under her belt – from the front line to director level
management and everything in between, she’s also the co-founder of
CustomerServiceLife.com. As certified health coach and the founder of Jenny
Dempsey Wellness, she speaks and gives workshops on self-care to customer
service agents and leaders. And last- but certainly not least- Jenny was
recently named CloudCherry’s 2019-2020 CX Champion, in the category of