Customer Experience Superheroes - Series 7 Episode 2 - CX in the SME Community with Claire Radbourne

04/10/21 • 31 min

Christopher Brooks' CX Superheroes podcast series explores the talents and traits needed to be a success in Customer Experience. We meet incredibly committed individuals who are making a difference through their work in customer centricity.
The SME community is one which CX has been 'sold' to in the past and failed to deliver the returns it achieves for larger corporates. Why is this? A lack of qualified professionals to support this community? Possibly. More likely is that it takes a real skill to take the sometimes jargonistic language of customer centricity ands make it relevant and meaningful to the candlestick maker, retailer or international distributor - all of whom with a few employees are SME's. But each who can increase their fortunes with improved customer experience outcomes delivered.
That's where Claire Radbourne, from Melbourne, Australia stand apart from others. In this podcast her infectious approach to helping small companies come through. Her empathy for their situation and ability to translate CX in to something small owner companies can work with and prosper. In conversation with Christopher Brooks, Clare shares how she's making a difference to small companies using big business models.

Previous Episode

Customer Experience Superheroes - Series 7 Episode 1 - Make People Matter with Victoria Taylor

Christopher Brooks' Customer Experience Superheroes starts its 7th season with a very important message in the world of accelerated digital dominance - people matter in CX. The message is shared loud and clear by Victoria Taylor of VictoriaTayluk, our first guest of this latest series. Victoria, a CX consultant is in conversation with host, Christopher Brooks on this critical topic.
2020 has seen the demise of the face to to face experience interaction, and a replacement with digital engagements. But this is not through choice its through circumstance.
In discussion, Victoria explains why now its more important than ever to be 'upping our game' and delivering a quality human experience when the chance allows us.
Victoria also shares details of her latest mini-book, which is available via her website. https://www.victoriatayl.uk. You can reach Victoria on LinkedIn at https://www.linkedin.com/in/victoriatayluk/. You can connect with hist Christopher Brooks at https://www.linkedin.com/in/christopher-brooks-1425b7a/.

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Customer Experience Superheroes - Series 7 Episode 3 - Purpose and Quality in Retail Experience with expert Ian Scott

Ian Scott is a rare breed in customer experience; a retail expert. His depth of knowledge on what does and doesn't create short stand out and long term memories is forensic. With a passion for helping retailers thrive against a challenging outlook Ian shares his vision regarding the changing role of the retail store, and why this is the best news for customer experience.
In conversation with series host, global customer experience specialist, Christopher Brooks, Ian brings to life the transformation of Nike bringing us insights straight from the table of strategic customer intent at Nike. Nike prove their superhero credentials and Ian demonstrates how experimenting is a critical superhero trait in CX.
Once you've listened to Ian speak on retail experience, you will wonder how you ever lived without his views (and advice).
Enjoy the time with Ian and follow him at https://www.linkedin.com/in/ian-scott-0534694/, to see more of his inspirational insights.