Jeff Sheehan is a Customer Experience Management Consultant aligning CX Strategy with Operating Models, Operations, and Outcomes. He is also the author of “Customer Experience Management Field Manual: The Guide For Building Your Top Performing CX Program.”

Jeff work as a CX Consultant and Strategic CX Business Advisor. His focus is to enable clients build and improve their customer experience management program for the mutual benefit of the business and its customers. He's an expert at business development and client relationships, identifying opportunities and delivering on strategic recommendations, closing nearly $1 Billion in client services contracts over 20 years.

In this episode, Jeff shares insights into:

◈ How free listening to feedback benefits Customer Experience.

◈ What is Value Irritant Matrix and how it help Customer Experience.

◈ Identifying your guidepost.

[00:04:50]- Military background on writing a book.

[00:08:12]- Voice to customer framework.

[00:11:36]- How to identify feedback that matters.

[00:15:33]- Free listening, customer feedback.

[00:20:41]- The importance of Data in the customer experience management program.

[00:25:37]- Value irritant matrix.

[00:34:44]- Motorola Solutions, the VA hospitals, and Jeff Sheehan.

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