Weekly Podcast: Decoding the Customer

Customer Experience ideas, best practices and industry success stories. New episodes, including my mini CX Masterclasses published every Thursday.
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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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What is a customer advisory board: CX Mini Masterclass – E72

By Masterclasses, Podcasts
This CX Mini Masterclass explores the concept of a customer advisory board (aka customer advisory council) as a Voice of Customer methodology that can yield incredibly rich insights and strengthen relationships with influential customers. Show host and customer experience expert, Julia Ahlfeldt, shares insights on where customer advisory boards are best suited as a VOC approach, and some practical tips to consider if starting one. If you’re looking for a quick yet comprehensive overview of the concept of a customer advisory board and some practical ideas that you can take back to the office, then this episode is for you. Read More

How rituals fortify customer experience as a competitive advantage: CX Mini Masterclass – E70

By Masterclasses, Podcasts
This CX Mini Masterclass explores the concept of organizational rituals and the role they play in reinforcing culture and strengthening customer experience as a competitive advantage. Show host and customer experience expert, Julia Ahlfeldt, shares some findings from her recent research on team rituals in the business context. If you are keen to learn about this cutting edge topic and hear some tips for shaping customer-centric rituals in your organization, then this episode is for you. Read More

The customer promise clarifies “What is great customer experience”: CX Mini Masterclass – E69

By Masterclasses, Podcasts
This CX Mini Masterclass defines the concept of the Customer Promise and explores why it’s important for organizations to define “What is Great Experience” in the context of their brand. Show host and customer experience expert, Julia Ahlfeldt, dissects an example customer promise and shares tips on how to develop your own. If you’ve been looking for clarity on yet another popular CX buzzword and would like to learn about why it’s so important to create a customer promise in the first place, then this episode is for you. Read More

How rewards and recognition can foster customer excellence: CX Mini Masterclass – E68

By Masterclasses, Podcasts
This CX Mini Masterclass explores employee reward and recognition programs as an important driver of team culture. Show host and customer experience expert, Julia Ahlfeldt, explains the different types of recognition programs and how these can help rally teams around customer excellence. If you’ve been looking for some ideas about how to leverage rewards and recognition to encourage customer-centric attitudes and behavior in your organization, then this episode is for you. Read More

Internal and external marketing of customer experience: CX Mini Masterclass – E67

By Masterclasses, Podcasts
This CX Mini Masterclass explores the importance of marketing customer experience, both externally to customers, as well internally to employees. Show host and customer experience expert, Julia Ahlfeldt, shares some practical tips and ideas for how you can leverage your customer promise as a marketing draw card, and how to foster awareness of customer experience within your organization. If you’ve been looking for some ideas about internal and external marketing of customer experience in your organization, then this episode is for you. Read More

Positivity as a key to exceptional customer experience: interview with Matt Prowse – E47

By Expert Interviews, Podcasts
Matt Prowse, director of Customer Experience at IAG, Australia’s largest insurer, shares his experience leveraging positivity to rally teams around the customer. Matt (aka “the happiest man in insurance”) and show host, Julia Ahlfeldt discuss the power of positivity, what it takes to get leadership support and how shifting a team’s mindset can gear an organization to deliver exceptional customer experience. If you’re seeking inspiration about how team positivity, customer insights and good news stories can be harnessed to create real change, then this episode is for you.

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Digital customer experience will change the way we bank: interview with Luisa Mazinter – E43

By Expert Interviews, Podcasts
CMO of TymeBank, Luisa Mazinter shares insights on how her organization is shaking up consumer banking. Luisa and show host, Julia Ahlfeldt discuss how TymeBank is looking at customer needs differently, what it means to build a value proposition that appeals to attitudes rather than demographic market segments, and how passion and purpose have been the leadership team’s guiding light. If you’re seeking inspiration about the power of looking at customer-centricity with fresh eyes, then this episode is for you.

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Delivering luxury customer experience in the safari industry: interview with Troy Smith – E38

By Expert Interviews, Podcasts
Troy Smith, the owner and managing director of True Africa, shares his perspective on understanding customer needs and delivering compelling experiences to upmarket customers in the safari travel industry. Troy sheds light on the reality of delivering 5-star in the remote African bush and brings the discussion to life through some unforgettable real life experiences. Troy and show host Julia discuss how the travel industry has been disrupted and how to harness digital as a CX enabler. Julia shares her theme for May’s CX Mini Masterclass episodes, which will focus on understanding customers.

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Insight on emerging consumer experience trends: interview with Ilenia Vidili – E34

By Expert Interviews, Podcasts
Ilenia Vidili, founder of the Smarter Crew, shares her insights on emerging consumer trends, including how mobile devices are transforming customer journeys, the importance of experience personalization and the role of tech in experience innovation. Ilenia and show host Julia discuss the balance between knowing your customer and not getting “creepy”, how to use purpose to connect with consumers and tips for a winning mobile customer experience. Julia shares her theme for April’s CX Mini Masterclass episodes, which will focus on navigating customer-centricity in challenging business environments.

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Realizing customer value: interview with Arvida CEO Bill McDonald – E30

By Expert Interviews, Podcasts
Bill McDonald, CEO of the Arvida Group, shares his insights on translating customer value into business value within the context of the retirement community industry. Bill and show host Julia discuss how consumer needs evolve with generations, the complexities of managing multiple types of buyers, and how Arvida’s purpose of “transforming the aging experience” defines the organization’s goals. Julia shares her plan for March’s CX Mini Masterclass episodes, which will focus in CX metrics and measurement.

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