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I launched Decoding the Customer in 2017 to create a platform for me and my guests to share our thoughts around the topic of Customer Experience. Over the years I’ve interviewed leaders in their fields such as Andrew Smith from Yuppiechef, Iain Meaker from Comair and Luisa Mazinter from TymeBank.
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This CX Mini Masterclass explains investigates how to find the balance between mitigating business risk without derailing your customer strategy. Show host and customer experience expert, Julia Ahlfeldt, takes you through a practical approach for evaluating customer impact and shares ways that you can engage with business teams to realize this. If you’ve ever found yourself pulling your hair out trying to get a compliance or legal team to “think customer”, this episode is for you.
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This CX Mini Masterclass explains how to fortify your organization’s service culture through the concept of customer service without subservience. Show host and customer experience expert, Julia Ahlfeldt, explains this concept and its role in helping organizations address team morale, especially in challenging business environments. If you’ve been pondering how to re-frame or re-ignite the service culture in your organization, this episode is for you.
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This CX Mini Masterclass provides in-depth insight about Net Promoter Score (NPS). Show host and customer experience expert, Julia Ahlfeldt, sheds light on why this metric receives so much heat, explains some common pitfalls with its use, and share her perspective how it can be applied correctly. If you’re looking to learn more about the CX industry’s most loved and hated metric, this episode is for you.
Podcast: Play in new window | Download (7.9MB)
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