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be a Rockstar?
it from Jerry Garcia himself, who said, “You shouldn’t be trying to be the best
in the world at what you do. You should be trying to be the ONLY person in the
world that does what you do.”
precisely what this week’s ‘Sweets of CX’ guest chose
to do, and it changed his life. We’re talking about the one and only
Rockstar-turned-CX Rockstar, James Dodkins–
International Key Note Speaker, top CX Influencer, Best-Selling Author, Host of
Amazon Prime’s ‘This Week in CX’, and
Founder of Rockstar CX.
did he go from rocking sold-out stadiums to…well…rocking sold-out stadiums in
the CX world? It’s a fascinating origins story (seriously, you’ll wanna hear it),
and a prime example that CX can- and should- be related to everything.
his conversation with CloudCherry’s own James Gilbert, Dodkins shares his
unique perspective on CX, emphasizing that, “Every single customer experience
professional is an artist, in one way or another…Musicians don’t make music to
make good music. Musicians make music to touch the hearts of the people that
listen to the music. The music isn’t the end. The music is the means to the
end. You’re not in customer experience just to make technically good experiences.
You’re in customer experience to touch the people that experience those
rocking (I had to) the musician analogy, Dodkins showers us with a plethora of
fantastic parallels (think Soccer and Rubik’s Cubes), emphasizes the massive
importance of getting out of the ‘Industrial-Age mindset’ and moving towards
‘experience personalization’, and drops some beautifully-said truth bombs
regarding our place in CX being a privilege. And, trust us, there’s a whole lot
more where that came from.
what company has wowed our Rockstar? No surprise there–It’s Amazon. As he says, “They wow
me by not wowing me,” ticking every box in his 6 elements to Rockstar CX and just
doing what they say they’re going to do. Yep. That rocks.
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.
James used to be an actual, real life, legitimate,
award-winning rockstar. He played guitar in a heavy metal band, released albums
and tore up stages all over the world. James uses this unique experience to
energize, empower, and inspire his clients and their teams as a ‘Customer
20 CX Influencer.
20 Customer Service Guru.