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It’s ALL about keeping promises with CX. And, on this week’s ‘Sweets of CX’Podcast, Eric Ullman – Customer and Employee Experience Strategist and owner of CX Alchemy – offers some delectable advice on the subject.
From starting with a brand’s slogan and setting expectations to LISTENING to (what a concept) and ACTING on (now we’re talking) customer feedback, Eric stresses the importance of alignment – from top to bottom.
“Customer Experience, I believe, starts with a combination of customer understanding (What are our customers telling us? What do we know about them?) and a customer experience strategy that’s aligned with business strategy, a brand strategy, and the Brand promise. And, when those things are aligned and informed by Customer Understanding, you’ve got a fantastic foundation on which to build your Customer Experience Improvement Programs.”
When asked about a company that wowed him with their CX, who did Eric pick? Porsche…specifically the branch in Walnut Creek, CA. You’ll wanna tune in for the details. I promise.
You 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.
Eric’s Bio (in his own words): I’m a customer experience fanatic, primal health enthusiast, husband, and adoptive parent to two clever African Grey parrots and a mini lop house rabbit. I’ve been known to disappear behind a mirrorless camera for hours on end, and there’s a soft spot in my heart for old-school, tabletop roleplaying games.I’ve spent my career in technology, and I love seeing it employed in ways that embrace our social nature, or when it helps us gain a better understanding of our selves. Today, my passion is helping businesses become loved by establishing customer focus as a core value. True customer focus isn’t a strategy—it’s a way of being. Areas of expertise: B2B and B2C CX strategy, customer research, root cause analysis, executive coaching, employee engagement, customer co-creation, workshop and training design/facilitation, applying human-centered process(design thinking) to CX improvement, persona creation, journey mapping, connecting employee experience to customer experience, and leading cross-functional improvement teams.