All Episodes
CX Therapy - Let's talk customer experience! — 186 episodes · page 1 of 2
CX Therapy - Episode 188 - When AI kills trust at the auto shop
CX Therapy - Episode 187 - When your food simply never arrives
CX Therapy - Episode 186 - When your vacation rental gets cancelled at the worst possible moment
CX Therapy - Episode 183 - When you are being ignored until you start making noise on social media
CX Therapy - Episode 182 - When your cable company can't compete on product, price or service
CX Therapy - Episode 181 - When your car dealer knows less than regular repair shops
CX Therapy - Episode 180 - When scammers get better and better
CX Therapy - Episode 179 - When appliances can't keep up
CX Therapy - Episode 178 - When airlines can't help themselves - Simon Harrisson
CX Therapy - Episode 177 - When great employees save bad CX - Daniel Hong
CX Therapy - Episode 176 - When you get great service abroad
CX Therapy - Episode 175 - When great employees save bad CX - Daniel Hong
CX Therapy - Episode 174 - When getting your own money back is a nightmare - Merijn te Booij
CX Therapy - Episode 173 - When you don't get what you paid for - Judy Weader
CX Therapy - Episode 172 - When service offerings just get to complex to grasp - Michael McBrien
CX Therapy - Episode 171 - The complexity of Marketplaces - Ian Jacobs
CX Therapy - Episode 170 - Caring beyond processes - Bartek Lechowski
CX Therapy - Episode 169 - Tale as old as time - Ricardo Saltz Gulko
CX Therapy - Episode 168 - Chatbot doom & Lack of responsibility - Darryl Kelly
CX Therapy - Episode 167 - Banking Done Right - Sheila McGee-Smith
CX Therapy - Episode 166 - Self-Service with much help - Dan Miller
CX Therapy - Episode 165 - Ticketing Hell - Christina McAllister
CX Therapy - Episode 164 - Automation Going Wrong - Dave Michels
CX Therapy - Episode 163 - Setting the Expectations & Taking Responsibility - Michael Brandt
CX Therapy - Episode 162 - Amazon delivery, Customer Care and Empowerement - Justin Tippett
CX Therapy - Episode 161 - Self-Service and Compliance - Nicolas de Kouchkovsky
CX Therapy - Episode 160 - Dealing with Customer Service - Shep Hyken
CX Therapy - Episode 159 - Product Maintenance Contract - Art Schoeller
CX Therapy - Episode 158 - Digital Customer Service - Paolo Fabrizio
CX Therapy - Episode 157 - Customer Experience Unearthed
CX Therapy - Episode 156 - When the Key to Great CX Lies in your Mindset
CX Therapy - Episode 155 - Change Management & Tech Deployment
CX Therapy - Episode 154 - Managing Issues Beyond Your Control
CX Therapy - Episode 153 - Lack of Clarity on an Account Statement
CX Therapy - Episode 152 - Rarity Creates Frustrations
CX Therapy - Episode 151 - The Contrasting Experiences
CX Therapy - Episode 150 - The CX of a Dying Industry
CX Therapy - Episode 149 - When the Model Generates Bad CX
CX Therapy - Episode 148 - Is Loyalty Nothing More than Discounts?
CX Therapy - Episode 147 - Why Are People Shopping Online?
CX Therapy - Episode 146 - When Products Used to Last
CX Therapy - Episode 145 - #NoFilter
CX Therapy - Episode 144 - Sell, Repair, Build Trust
CX Therapy - Episode 143 - The Water Rip Off
CX Therapy - Episode 142 - When Issues Keep Coming Back
CX Therapy - Episode 141 - The Payment is Part of the Experience
CX Therapy - Episode 140 - Lack of Plan B
CX Therapy - Episode 139 - Delivery Gone Wrong
CX Therapy - Episode 138 - Unsolicited A/B Testing
CX Therapy - Episode 137 - A Clean Experience
CX Therapy - Episode 136 - The Freemium Effect
CX Therapy - Episode 135 - Keep It Simple
CX Therapy - Episode 134 - The Not-So-Relaxing Spa Experience
CX Therapy - Episode 133 - A Battle of Two Visions
CX Therapy - Episode 132 - Expecting Clarity
CX Therapy - Episode 131 - Lost&Found
CX Therapy - Episode 130 - When a Car Accident Turns into a Positive Experience
CX Therapy - Episode 129 - The Impact of a Lack of Proactivity
CX Therapy - Episode 128 - A Good Experience Ruined by a Bad Agent
CX Therapy - Episode 127 - The Two-Face Sales Experience
CX Therapy - Episode 126 - When the Onboarding Spoils the Experience
CX Therapy - Episode 125 - When it is more than just a formality
CX Therapy - Episode 124 - Isn't the customer always right?!
CX Therapy - Episode 123 - A Tale of Battles
CX Therapy - Episode 122 - Rate me, from Great to Awesome
CX Therapy - Episode 121 - As Seen on TV
CX Therapy - Episode 120 - Positive Surprises Make a Difference
CX Therapy - Episode 119 - Thinking About the Full Journey Matters
CX Therapy - Episode 118 - Pressuring Customers with Fear
CX Therapy - Episode 117 - The Art of Designing a Customer Experience
CX Therapy - Episode 116 - A great Customer Experience can generate an Opportunity
CX Therapy - Episode 115 - Am I being scammed?
CX Therapy - Episode 114 - Don't read straight from a script
CX Therapy - Episode 113 - When you don't trust your customers
CX Therapy - Episode 112 - When nobody takes responsibility
CX Therapy - Episode 111 - Neither the product nor the experience are up to expectations
CX Therapy - Episode 110 - Don't treat your employees and customers differently
CX Therapy - Episode 109 - What happens when you truly empower agents
CX Therapy - Episode 108 - And that's why you need a sharp customer experience
CX Therapy - Episode 107 - Transparency & Proactivity go a Long Way
CX Therapy - Episode 106 - Customer Effort Score should always be top of mind
CX Therapy - Episode 104 - Last one for 2022: Building memorable CX
CX Therapy - Episode 105 - Customer Bait: is it worth it?
CX Therapy - Episode 103 - When asking the customer for a little effort is a good thing
CX Therapy - Episode 102 - When strategy negatively impacts people's culture
CX Therapy - Episode 101 - CX 101: Don't screw your customers
CX Therapy - Episode 100 - Reflection over the past 99 weeks
CX Therapy - Episode 99 - Turning free users into paying customers
CX Therapy - Episode 98 - Exceptional service doesn't necessarily cost more
CX Therapy - Episode 96 - Modifying your subscription
CX Therapy - Episode 97 - Should the queue be transparent
CX Therapy - Episode 95 - Is the true value in the eye of the customer?
CX Therapy - Episode 94 - Subscribing Cashcows
CX Therapy - Episode 93 - Don't make it hard for customers to buy
CX Therapy - Episode 92 - The old appliance experience
CX Therapy - Episode 91 - Ring Ring! Who's there? Just another spam call!
CX Therapy - Episode 90 - Is product positioning part of the customer experience?
CX Therapy - Episode 89 - Of product return and planned obsolescence
CX Therapy - Episode 88 - It's not you
CX Therapy - Episode 87 - When the right hand doesn't know what the left hand is doing