Investing in Customer Experience and Success Teams
Shep Hyken interviews Adrian Brady-Cesana, author of The Four CX Pillars to Grow Your Business Now: The Customer Experience Manager Playbook, and host of The CXChronicles Podcast. They discuss the four CX pillars: team, tools, process, and feedback.
Adrian Brady-Cesana shares what every customer experience manager needs to have in their playbook, the four CX pillars for business growth.
“If you want to see a big impact, you have to work on it regularly. If you want to have a world-class team, you have to invest in that team on a weekly basis.”
“Sharing customer feedback (what customers love, what customers aren’t so thrilled about, and what customers don’t like at all) in a clean, clear-cut way across the entire business is how any type of corporate culture can improve overnight.”
“CX is a team sport. If you are the only person in your organization who cares about CX, it’s just not going to happen.”
“CX is modern selling. Companies that understand that they should invest in incredible customer experience – and that every player on your team has a role – will dominate and last for a long time.”
Adrian Brady-Cesana has been working in customer experience, customer success, consulting with organizations for the past 15+ years. He is the author of The Four CX Pillars to Grow Your Business Now: The Customer Experience Manager Playbook, and host of The CXChronicles Podcast.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.
This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:
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