In this episode David Cox talks to Gareth Abel, a seasoned CMO with a global background in marketing.
Gareth discusses his approach to leveraging marketing for sustainable profit growth, particularly in the technology,telecom, consumer electronics, and digital services sectors.
He introduces his playbook, which involves creating a segment map to identify profitable opportunities, defining clear strategies for targeting and positioning, and focusing on both immediate execution and long-term brand building.
Gareth emphasizes the importance of aligning marketing with customer experience to create a cohesive strategy that driveslong-term business success.
The conversation concludes with a practical example of Etihad Airways, illustrating how a strategic approach in both marketing and customer experience led to consistent, long-term success.
In this episode host David Cox talks to Roberto Rittes, the CEO of Nextel Brazil, about his remarkable customer-led transformation of the company.
Roberto describes the challenges Nextel faced, such as financial distress, outdated technology, and high customer churn, and how they overcame them by focusing on customerexperience.
The conversation highlights the importance of reducing friction in customer journeys, employee engagement, and using data-driven methods to improve customer satisfaction.
Roberto shares the results of this transformation, including significant reductions in churn, cost savings, and improved EBITDA, while emphasizing the need for strong leadershipand a clear vision for customer-centric strategies.
In this episode of "The Joy of CX," David Cox explores what true customer-centric success looks like, sharing the real-life turnaround story of Nextel Brazil. Discover how focusing on customer experience transformed a struggling business into the fastest-growing telecom operator in Brazil—without massive marketing spend.
David breaks down the key enablers of success, from leadership commitment and step-by-step progress to empowering teams and leveraging quick wins.
He also looks ahead at how AI is reshaping customer experience, emphasizing the importance of principles and clarity of purpose over technology for its own sake.
Tune in for practical lessons, inspiring results, and a roadmap for sustainable growth through customer centricity.
In this episode of 'The Joy of CX', David Cox discusses the pivotal role of internal culture in the journey towards full customer centricity.
The episode emphasizes the importance of aligning internal culture with the desired customer experience to achieve authenticity and lasting success.
David covers the often-overlooked connection between employee experience and customer experience, arguing for a unified vision where internal values and behaviors mirror the company’s external promises.
He highlights the need for deliberate culture creation, involving a bottom-up approach to define the 'people promises' and identifying gaps between current and ideal cultural practices.
David also outlines strategies for leadership behavior, management practices, and organizational structure as key levers for effective culture change.
The goal is to create a cohesive, inspiring environment where employees understand and align with the company’s purpose, resulting in a resilient and unbeatable customer-centric business.
In this episode of 'The Joy of CX,' David Cox guides viewers through the process of transforming high-level customer principles into tangible commitments and actionable steps.
The episode emphasizes the importance of involving the entire management team in creating and committing to these principles, ensuring unity and dedication when business challenges arise.
Key steps include turning principles into commitments, creating a detailed ideal customer journey, and designing innovative customer experiences in a collaborative workshop setting.
The process aims to produce a comprehensive, executable plan for delivering a unique and valuable customer experience, focusing heavily on effective communication and practical changes over extensive, costly transformations.
In this episode of 'Joy of CX', David Cox discusses how to build a unique and emotionally engaging branded customer experience.
He emphasizes the importance of eliminating customer pain points and stresses that true customer connection comes from a brand's intrinsic qualities and values.
The process starts with deeply understanding what genuinely matters to target customers at an emotional level, rather than just their expectations. Key steps include conducting focus groups to identify ideal company attributes, running quantitative surveys for broader insights, and incorporating an understanding of your own organizational culture, competitive landscape, and historical customer interactions.
Ultimately, the goal is to distill these insights into core customer principles and a clear customer purpose, all aimed at creating a compelling customer-centric experience. The episode hints at future discussions on operationalizing these foundational elements to make them a tangible reality for customers.
In this episode of The Joy of CX, host David Cox discusses the mechanics of creating functional excellence in customer experience (CX). He explains the importance of measuring and managing customer interactions to eliminate obstacles between the customer and the organization.
The episode emphasizes the significance of Net Promoter Score (NPS) as an overall gauge of customer experience, noting its limitation in diagnosing specific issues.
David introduces a framework for focusing on dissatisfied customers and understanding the root causes of their discontent by asking them directly. He advocates for simple yet effective feedback mechanisms and outlines the essential elements of governance in CX management, including single-point ownership and high-level monthly reviews.
The goal is to make customer feedback a foundational aspect of business operations, ultimately creating a more customer-centric organization.
In this episode of 'The Joy of CX', David Cox delves into the mechanics of creating functional excellence in customer experience (CX).
He starts by defining functional excellence as removing obstacles between customers and the organization, emphasizing the importance of measuring and managing customer experiences.
David explains the Net Promoter Score (NPS), its benefits, and limitations, advocating for a focused approach on dissatisfied customers. He outlines a simple but effective framework for measuring CX through customer journey mapping and suggests using either outbound calling or online surveys to capture feedback. The goal is to identify key pain points based on customer feedback and take corrective actions.
David emphasizes the necessity of root cause analysis and a straightforward governance model, involving monthly reviews and CEO-level involvement. The ultimate aim is to create an organization that listens to its customers, acts on their feedback, and progressively builds positive, differentiated customer experiences.
David Cox introduces an episode of 'The Joy of CX,' focusing on why companies should pivot to a customer-centric strategy.
Key triggers for transformation include shifting from a startup to a mature business, responding to market pressure, and detecting early signs of stagnation.
David emphasizes the difference between genuine customer value and the misconception that good customer service means higher costs. He points out the struggle between short-term gains and long-term relationships, likening corporate behavior to a human midlife crisis.
Finally, he discusses how organizations renew their purpose and connection with customers through CX transformation, leading to better commercial results and employee engagement.
In the introduction episode of 'The Joy of CX' podcast series, David Cox introduces the concept of customer experience (CX), emphasizing its importance beyond just customer service. He explains that CX encompasses all interactions and emotional responses customers have towards a company.
David highlights the significance of day-to-day interactions, value for money, and brand essence in shaping customer perceptions.
He shares his background and experience in transforming organizations to prioritize customer centricity, including notable work with companies like Vodafone, Bupa, and Telefonica.
The episode sets the stage for a deeper exploration of practical steps and insights into achieving true customer centricity in future episodes.
